Sky Games - troubleshooting
We've put together a series of Hints and Tips that should solve any problems you might have with Sky Games.
- My screen is black and the games doesn't appear.
Please visit www.microsoft.com and search for "DirectX." The latest version of this software, which produces graphics on Windows computers, may be required for Sky Games. Please remember - you download software from the internet at your own risk.
- The game runs very slowly.
Make sure your computer meets the game's system requirements. Try playing the game with no other applications running in the background or try restarting your computer and reloading the game.
- I'm a subscriber, but my games don't work.
Check that your PC meets the minimum requirements for the game. Click the 'Info' link by each game to see what your computer needs to play it. If your PC does meet the requirements but the game still won't run, try uninstalling and reinstalling the game.
- I receive an error message when I try to sign up.
Please get in touch with Sky Customer Services and tell us the exact error message you're seeing. You can find our contact details here
- I can not find a game I have already downloaded.
Try downloading the game again, it will probably try to download to the same folder as before. If not, make a note of where the game is downloading to.
- The game's graphics or sounds are not functioning properly.
Make sure your multimedia drivers are updated. If not, install the latest drivers from the website of your video or sound card's manufacturer.
- My hard drive crashed, can I get my Guide again?
Your Guide is only available once. We can not judge the circumstances under which a Guide may be transferred or lost. Print your guide out for safekeeping if you feel there is a risk of losing your hard drive.
- Why am I asked to reboot my PC?
A few of the games do require a reboot upon installation, but if you'reasked to reboot every time a new game is installed, your PC may have an old version of a file called Odyssey.dll. You need to delete this file manually for an updated version of the file to be installed automatically. Open Windows Explorer, find C:\Program Files\Common Files\Oberon Media and delete this dll file. The next time you download a game an updated version of Odyssey.dll will be installed automatically.
- The game won't start or doesn't run well.
This may be caused by old or corrupted files. Try uninstalling the game and downloading a fresh copy. When downloading a new version of the game, be careful not to interrupt the download, and make sure there are no other programs running when you install the game. If you're still having problems, you could try clearing the browser cache before downloading the game again. For more information, please see our help guide, How do I clear my browser's cache?
- What are the system requirements for a game?
Each game has its own requirements. To check system requirements, follow the Info link next to the game's icon. Some games require DirectX, software, which produces graphics on Windows computers. To install DirectX, please visit www.microsoft.com and search for "DirectX." You should be able to download and install the software using the instructions from Microsoft. Please remember - you download software from the internet at your own risk.
- Do I need to be connected to the Internet to play a game?
You must be online to register and download Sky Games, but once you've registered you do not have to be online to play a game you have already downloaded. You can play for up to seven days before having to sign into Sky Games again.
- How long can I play my downloaded game for?
As a Join and Play subscriber, you can download and install any game from the Join and Play catalogue and play it for as long as your subscription remains valid.
- Why is my favourite game no longer in the catalogue?
From time to time, Sky Games may remove certain games from the Join and Play catalogue. If you have already downloaded and installed a game, it will continue to work as before while your Join and Play subscription remains valid.
- Where do I get help with a game?
There will be a link to game support in the Readme manual or listed in your computer's Start Menu along with the game's title.
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