On demand download failure Sky+ on 2 boxes

[PocketDog]

No idea if this will help with investigations or not, but I was able to download Shazam! as the free VIP Sky Store download tonight. So I assume this uses some other mechanism for downloading. 

I still cant download any other Sky content from catch up though.  

[Oddie2004]

I would suggest reporting these issues to ViewerR@sky. com who will look into it and advise.It depends if it is Sky Channels or not as they are not responsible for other companies but normally send a message asking them to investigate.

[MogwaiSatTV]

@Oddie2004  It is mostly sky channels that are affected as on demand for BBC and ITV work. A number of us have got in touch directly and just get a generic message about them looking into it.

[PocketDog]

Yes Ive already emailed and complained and also did a chat.

Given they know when this started (end of Janurary) I cant imaghine it would be too hard to track down what changes they made - how many network/infrastructure changes can you make in a day?!

[TimmyBGood]

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@PocketDog wrote:

Given they know when this started (end of Janurary) I cant imaghine it would be too hard to track down what changes they made

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Always possible that's indicative of the level of core technical expertise now being allocated to a platform which has been superseded by two generations of successor products, one in 2016 and one in 2021.

[Kayelaina]

Thought I would chase Sky again just to see if the chats regarding the issues in downloading have shed any light on what has gone wrong and how they plan to resolve this.  Below is the lastest response. (received today). I do not hold out much hope they are going to fix this anytime soon.  It has been  about 7 weeks now.

"Thank you for your email about the ongoing issue regarding the downloading content on your Sky +HD Box and wish for an update on the same.

I sincerely apologise for the inconvenience caused to you in this matter.

I would like to inform you that issue is being investigated by the our Support Team and we have not received any update on this yet.

However, you will receive an update once the issue is resolved. Hence I appreciate your understanding and patience in this matter. "

[Steve0001]

A question for the tech types (I am not one).

I went through the Settings/System Details menus again. On page 2 of system details it has DRM settings. For those that don't know (as I didn't) DRM means Digital Rights Management.

Sky uses DRM. Is it possible this is a DRM issue for downloads and catchup for some of us?

You can lookup DRM for yourselves but this is one definition (from Brightcove)...

In a nutshell, DRM ensures that video content is stored and transmitted in an encrypted form, so that only authorized users and devices can play it back. Before it is streamed, video content must be encrypted and packaged, often using multiple DRM schemes for greater device compatibility. When a user attempts to play back a video, the video player requests a key from a license server. The server determines whether the user and device are authorized, before issuing a license response with a decryption key. The player can then decrypt and play back the content for the user.

Would we get a DRM error or just the 'item not available' message that we all have seen? Maybe BBC/ITV and bought films don't go through DRM checks? I am just trying to come up with some ideas as a non-techie!

[Mr+Woodgate]

I have same issue not able to download anything for weeks now have reset everything numerous times no error codes or faults showing all services saying OK

[Chloe-W22]

Hello everyone,

If you're still experiencing problems with your downloads failing, could you try an installer callback: Press the Services button > Type 001 > Select > Install 

Please let me know if this improves any downloads thereafter and I can report back to the team?

Moderator note: steps updated

[Annie+UK]

Hi@Chloe-W22 I think you missed the SELECT after the 001 as per Q21 in my Sky+ FAQ

[AliDun]

@Chloe-W22 tried it, unfortunately  hasn't helped.

[Kayelaina]

Hi @Chloe-W22  same as @AliDun . No change. Still failing to download. 

[Steve0001]

Thanks @Chloe-W22.

Yes, you need to press select after 001 @Annie+UK

I have done this twice (services>001>select>new install) and it didn't help with downloads. Also turned

the Sky+ HD box off and did a rebuild for fun.

It didn't make a difference - same 'item not available' download issue for sky cinema and All 4.

Maybe others will have better luck.

[Shut-ins]

Hi @Chloe-22 . Thanks for that suggestion.   Tried it but it hasn't helped

[Mr+Woodgate]

To an old cynic like me it would appear Sky no longer wants to support our boxes and move everyone to Q and Glass formats, bit like the phone companies withdraw updates after a certain time