Sky protect app expiring but new app says will not work with my mobile

[Highlinder]

@Joanne+Holland  Are you seeing the same as I posted in post 36 of this thread?

[Joanne+Holland]

Yes and I cant get past this message.

[Highlinder]

@Joanne+Holland  I have been trying to get this sorted now for a few weeks since I updated the app from the previous version, as it said my device was no longer compatable with the app. But yet my partner with the same type of mobile can login without issue.

@lettice  It seems now we have another user with the very same issue that I have with it saying the very same I have in post 36 of this thread.

[lettice]

---

@Highlinder wrote:

@Joanne+Holland  I have been trying to get this sorted now for a few weeks since I updated the app from the previous version, as it said my device was no longer compatable with the app. But yet my partner with the same type of mobile can login without issue.

@lettice  It seems now we have another user with the very same issue that I have with it saying the very same I have in post 36 of this thread.

---

Sounds like the same issue.

Assume it's the same mobile phone make and model too?

[Highlinder]

@Joanne+Holland  Can you tell us what make and model of phone and if it is apple or andriod?

[Joanne+Holland]

We both have Samsung galaxy S24's app works on one but not the other...

[Highlinder]

@Joanne+Holland  I am using a Samsung A34 with both the devices and one works and the other does not.

[lettice]

---

@Joanne+Holland wrote:

We both have Samsung galaxy S24's app works on one but not the other...

---

@Joanne+Holland 

Can you try this in the following order;

Do a force stop of the app from the Samsung settings app listing.

Clear cache then Clear Data/Storage, also on the app listing.

This will factory reset the app to its factory default state.

Only then do an uninstall of the app.

Restart your phone, using the Samsung/Android restart option, not a power down. It clears any temporary cache.

Once the phone has restarted and you are connected on wifi, reinstall the app from the Google play store

[Joanne+Holland]

Tried this, but didn't work...

[Joanne+Holland]

Can someone from Sky contact me please. Im fed up of being on hold waiting to speak to someone. 

[lettice]

---

@Joanne+Holland wrote:

Tried this, but didn't work...

---

Ok, always worth a try. App and device cache can get muddled sometimes.

On your second device, have you added the mobile as a secondary user?

If so, in the app, when reinstalling the app, have you also removed the secondary user first.

More on adding secondary user if you have not created one and just signing in on your other mobile;

https://www.sky.com/help/sky-smart-home-nav/sky-smart-home-app-support/sky-smart-home-app-support-ad...

[Highlinder]

@lettice The fact is that I can log in as normal on my partners device with my details, but it will not let me past that splash I posted a screenshot in post 36 of this thread.

[Joanne+Holland]

Fixed!!! 

Been talking to sky via email and it was my DNS settings. Here is a copy of the email if it helps anyone else.

Do you have a VPN enabled on your phone or anything else like that ? And when opening the app are you connected to a private wifi server ?

[Highlinder]

@Joanne+Holland  Interesting that was the issue with this all along, and yet it did notaffect the older app before this.

I just checked after being able to log in and switch the private DNS I was able to still log in to the app.

[Joanne+Holland]

Yes worked fine on the old app. Seems to only effect the login part as I can switch back to private after loging  in and app still works.