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Fix Sky Go issues

If you’re having difficulty using Sky Go, either on your computer or using the Sky Go app on your mobile or tablet device, select the relevant tab below to find help with resolving your issue.

  • Sky Go on computer

    Pop-out player not appearing

    If the pop-out window doesn’t appear after you’ve tried to open it, your browser may be preventing the pop-out window from opening. Depending on your browser, follow the instructions below to turn off your pop-up blocker.

    Firefox: Open the Firefox menu in the top left corner of your browser window and select Options. Choose your new pop-up settings from the Content tab then press OK.

    Internet Explorer: Open the Tools menu at the top of your Internet Explorer window (if you can’t see this, press Alt on your keyboard to bring up the browser toolbar). Select Pop-up Blocker, followed by Turn Off Pop-up Blocker.

    Safari: You can toggle the pop-up blocker on Safari by using the keyboard shortcut Shift+Command+K.

    Forgotten username or password

    If you can't sign in to Sky Go because you've forgotten your username or password, use the following links and then try to sign in again:

    Retrieve your username

    Reset your password

    Forgotten Sky Go PIN

    If you've forgotten your Sky Go PIN, you can find it by following these steps:

    1. Sign in to My Sky using your Sky iD and password.
    2. Go to the Profile & Settings section of the My Sky menu and select My details.
    3. Go to TV Settings menu.
    4. Underneath the header Sky Go preferences, you will see a box containing your current PIN.

    If you'd like to change your PIN to something more memorable, enter a new four-digit PIN in the box labelled New PIN, then select Update Security PIN. Avoid using your date of birth or any other combination that might be easy for others to guess.

    Programmes not playing as expected

    If you’re trying to watch a programme on Sky Go through your web browser and it’s not playing as expected, you should firstly check which browser you’re using. Sky Go is only supported on Internet Explorer, Firefox and Safari (Mac only). If you’re using a different browser, close it down and open one of the listed compatible browsers, then try signing in to Sky Go and viewing a programme.

    If you’re still experiencing problems, restarting your computer will often resolve the problem:

    1. If you are currently signed in to the Sky Go website, sign out.
    2. Close all web browser windows.
    3. Restart your computer.
    4. Open your web browser and go back to the Sky Go website.
    5. Select Sign in and enter your username and password when prompted.
    6. Try watching Sky News – available in the Watch live TV section of the Home tab.

    If you still can't view programmes, your version of Microsoft Silverlight plug-in may require updating. Go to Microsoft Silverlight to check that you have the latest version.

    Sky Go Desktop

    If you’ve downloaded our Sky Go Desktop programme and are experiencing problems with it, most issues with it can be resolved by following these steps:

    1. Restart your computer.
    2. Ensure that your computer's date and time is set correctly.
    3. Attempt to launch Sky Go Desktop again to see whether the service is working as normal.

    If you've signed in to Sky Go Desktop but things still aren't working, you may need to reinstall Sky Go Desktop:

    1. Launch Sky Go Desktop (you do not need to sign in).
    2. Right-click anywhere inside the Sky Go Desktop window.
    3. Click Remove this application.
    4. Download and reinstall Sky Go Desktop from the Sky Go website.

    If this is also unsuccessful, try upgrading to the latest version of the free Microsoft Silverlight plug-in.

  • Sky Go app

    Forgotten username or password

    If you can't sign in to Sky Go because you've forgotten your username or password, use the following links and then try to sign in again:

    Retrieve your username

    Reset your password

    Forgotten Sky Go PIN

    If you've forgotten your Sky Go PIN, you can find it by following these steps:

    1. Sign in to My Sky using your Sky iD and password.
    2. Go to the Profile & Settings section of the My Sky menu and select My details.
    3. Go to TV Settings menu.
    4. Underneath the header Sky Go preferences, you will see a box containing your current PIN.

    If you'd like to change your PIN to something more memorable, enter a new four-digit PIN in the box labelled New PIN, then select Update Security PIN. Avoid using your date of birth or any other combination that might be easy for others to guess.

    Does Sky Go work on jailbroken (rooted) devices?

    No. In keeping with our contractual obligations to ensure content protection, Sky Go is no longer supported on jailbroken devices. This may result in the error message "Unknown error - please restart the app if this error persists, or try again later" after you update your Sky Go software on iOS devices. Jailbreaking is the process of removing the limitations imposed by Apple on devices running iOS, such as the iPhone, iPad and iPod touch. Using Sky Go on a jailbroken device would put you in danger of exposing your Sky iD and personal information to third parties.

Requested programme not showing in the download queue

If you've just tried to download a programme after upgrading to Sky Go Extra, it may take up to ten minutes to appear in your download queue. You can manually refresh your download queue by selecting Check Queue, which should force your chosen programme to appear.

The programme I’m downloading is stuck at 0%

Programmes are sometimes added to the Sky Go library 24 hours before they have aired on Sky TV. When this happens, attempted downloads will stick at 0%. Waiting 24 hours before retrying should resolve the problem. If your download sticks at 0% even after the programme has aired, there may not be enough space left on your device to successfully download the programme.

Please note, you can only download programmes with Sky Go if you’ve upgraded to Sky Go Extra.

Can I keep programmes downloaded with Sky Go Extra on my device permanently?

No. Licensing restrictions mean that any programmes you've downloaded are available for a limited period only, and this period will vary from programme to programme. Typically, movies will remain available to view for 30 days after download (or 48 hours after your first play), with other programmes being available for 7 days after download (or 48 hours after your first play).

You can check the expiry date of your downloaded programmes in the My Downloads section of Sky Go Desktop or the Sky Go app. Once a downloaded programme has expired, it will be removed automatically from Sky Go. If the programme is still available through the Sky Go website, you may download it again.

Programme disappeared from My Downloads

If a programme that was previously listed in My Downloads has disappeared despite the expiry date not being exceeded, this will usually be due to a rights issue. Certain contracts with the rights holders mean we have to delete some shows from your device before they expire. This can happen, for example, if you cancel your subscription, content is withdrawn by the rights holder or if your device has been unregistered.

Can I stream Sky Go content to my TV?

Sky Go does not support output via HDMI/TV Out, so it's not possible to view Sky Go content through your TV or through wireless steaming devices such as Apple TV. Instead of trying to stream Sky Go content to your TV, you can use the On Demand service on your Sky+HD box to download the same content.