If your screen turns blank while using Sky Go but you can still hear the sound, check that the
screensaver hasn’t activated by moving your mouse or pressing a key on your keyboard.
If you are seeing a white screen with no picture or sound when trying to watch Sky on your
computer, you can restart your computer and sign in to Sky Go again.
If you are trying to download a programme on Sky Go but the download does not progress beyond
0%, this may be because the programme is yet to air on Sky TV.
Picture and sound quality will depend on your broadband connection speed, your computer
hardware, and whatever else you are using your computer for at the time.
Picture and sound quality will depend on your broadband connection speed, your computer
hardware, and whatever else you are using your computer for at the time.
If you are seeing an error message telling you there is not enough disk space to download Sky Go
content, you will not be able to download any more programmes until you free up some space on your
hard drive.
If you cannot play back content that you have downloaded with Sky Go Desktop, there may be a
problem with the license for the programme, or the file may be corrupted.
If you can’t close the information bar when watching Sky Go on your computer, try clicking on
any section of the screen where the content is playing back.
Sky Go offers a selection of live and on demand Sky TV programming, but not all programmes and
channels that are shown on Sky TV will be available to watch on Sky Go.
If you are trying to watch Sky Go on your Windows PC and are repeatedly asked to install
Microsoft Silverlight, this may be because your Microsoft Silverlight plug-in has been disabled in
your browser.
If you are receiving licensing errors when you are trying to play back content you have
downloaded on Sky Go Desktop, check our Service Status page to ensure that there are no significant
problems in your area.
If you receive the error message “An error occurred whilst downloading an update” when you open
Sky Go Desktop, you will need to reinstall the software by following the steps in this article.
If you are can’t find a programme you’ve requested for download in your Sky Go download queue,
check the time and date the queue was last checked at the bottom of the Sky Go Desktop window.
If you are unable to press the play button when trying to watch a downloaded programme with Sky
Go, this is likely to be due to the programme not having finished downloading.
If you receive this error message on a computer that you have previously registered, you should
first sign out of Sky Go, refresh the log in page and try signing in again.
If you have selected the Watch in pop-out window option when watching Sky Go on your computer,
but the pop-out window hasn’t appeared, your browser may be preventing the pop-out window from
opening.
If you receive this error message on a computer that you have previously registered, you should
first sign out of Sky Go, refresh the log in page and try signing in again.
