Purchased movie in Sky Store, error message ‘cant download due to technical issue’

[LindseyG]

I bought a movie via the Sky Store but when I go to watch it, I get an error message. The screen does say 'Purchased, select to watch'. But when I try and select it, I get the error message:  "because of a technical issue, your download couldn't be completed. Please try again later".  I have tried again later. Almost daily for the last few weeks! And still get the same message. Oh, and I have been billed for it too. I've used the Sky help section on error messages but this one doesn't come up...! 

[mike+simmonds]

Hi @LindseyG 

Does it offer to let you archive it or delete it and start again ?

Definitely worth trying 

[LindseyG]

Hi @mike+simmonds 

thanks for the reply. It isn't giving me those options (unless they're in another menu somewhere that I've not found!?). I've also just tried to watch another film I've previously purchased (and successfully watched at the time) but when I press on it to watch it now, absolutely nothing happens. The same issue. I am only getting the error message when I try and watch the film trailer for Thor (the film I initally talked about). When I press the remote to watch the actual film, again, nothing happens... 

[mike+simmonds]

Hi @LindseyG 

This photo will take a few minutes to upload but the archive option on this Peppa Pig purchased movie is on the right (yes I know - Peppa 😅)

If it doesn't offer you an archive then my guess is that it hasn't  downloaded properly 

If you go to recordings / manage / disk space in your menu 

Is this problem movie in the list ? Will it let you archive it from there ?

A couple of things to try. Switch off your box at the mains for over a minute and switch back on

Reset settings in the hidden menu 

settings (but don't press enter when it's highlighted )

then 001 enter

reset

reset apps

ONLY RESET SETTINGS - NOT HARD DRIVE OR FACTORY AS YOU WOULD LOSE YOUR RECIRDINGS 

You may need to re pair your remote control afterwards 

[Cadlam87]

I tried this... unfortunately, it didnt work but heres hoping it helps someone else.

I can download "Catch up & On Demand Services" but, it ge the above error message when downloading any of my contact from SkyStore.

We have tried:

- Factory Reset

- Updating Software

- Recalling Viewing card

- New Sky Q Box (delivered today).

Now sky have cancelled my viewing card and re-issued another one which should be here tomorrow (fingers crossed). I'll update this thread tomorrow to let you all know if this worked in case it helps anyone else.

[awaism05]

I am currently experiencing this 🤦🏽‍♂️. Has your issue been resolved yet and if so what do I need to do?

[caesarome]

@awaism05 

If you are having the same problem as the topic starter then get in touch with Sky Store support, the live chat starts tomorrow at 11am:

https://www.skystore.com/help/contact-us