30 Nov 2021 06:54 AM
Hi.
I rented venom 2 last night to watch. Movie started fine and was downloading as watching.
Got to last 15 minutes and screen went white.
Nothing further downloaded.
Checked again this morning and the ending is still not there.
Only have until 10pm tonight to watch it.
Any advise on how to get the ending downloaded or why it is missing?
30 Nov 2021 09:36 AM
Posted by a Superuser, not a Sky employee. Find out moreMorning @Pdot24
It sounds like you download is corrupted (not that unusual)
The best way to try to fix it is to delete the download. Then go to your deleted folder and delete it again out of there to get it off your hard drive
Then download a clean copy (make sure you download the same format)
If this doesn't work - try a livechat with the Skystore team when they open at 11am
https://www.skystore.com/n/hlch/help/contact-us/live-chat
Have a look at Sky Store – A quick guide for users
Have a look at Maximising the sound quality of your Sky Soundbox
30 Nov 2021 09:45 AM
Posted by a Superuser, not a Sky employee. Find out moreI would also wait until it has downloaded in full before watching it so you can be sure that it has downloaded fully.
04 Dec 2021 09:29 PM
We've got to 1hr 12 and it's gone silent and then black, we've rebooted the box and our hub but still nothing.
did you get the issue fixed? We only have until tomorrow afternoon to watch it
04 Dec 2021 09:34 PM
Posted by a Superuser, not a Sky employee. Find out moreHi @savaim06
Did you try my delete / delete / re download suggestion as above ?
Have a look at Sky Store – A quick guide for users
Have a look at Maximising the sound quality of your Sky Soundbox
04 Dec 2021 10:59 PM
No as it's a rental we didn't know if we could, and would rather not have to repurchase it
04 Dec 2021 11:32 PM
Posted by a Superuser, not a Sky employee. Find out moreHi @savaim06
You can delete and re download a rental as many times as you wish within a 48 hour time window from when you first press play
To make this a useful process though, you have to also delete it from your deleted section before re downloading (otherwise it doesn't download a new copy)
Have a look at Sky Store – A quick guide for users
Have a look at Maximising the sound quality of your Sky Soundbox
05 Dec 2021 07:55 AM
Just tried that this morning and got the same issue again.
Thank you for your help, I'll try the live chat now it's open.
05 Dec 2021 09:11 AM
Posted by a Superuser, not a Sky employee. Find out moreMorning @savaim06
just checking - after deleting the download - you definitely went to your deleted folder (in recordings / manage / deleted ) and chose "delete forever"
Have a look at Sky Store – A quick guide for users
Have a look at Maximising the sound quality of your Sky Soundbox
05 Dec 2021 10:10 AM
Yeh I did permanently delete, rebooted my box and then redownloaded still crashes
05 Dec 2021 10:17 AM
Posted by a Superuser, not a Sky employee. Find out moreI would get in contact with Sky Store support so they can look into this:
https://www.skystore.com/help/contact-us