Sky Go / Sky Go Extra help

Uninstall / Reinstall Sky Go for Windows

Follow these steps to try and resolve an issue on the Sky Go desktop app:

Make sure the date and time on your device is correct

Windows 7

  1. Select Start, then Control Panel.
  2. Select Clock, Language and Region.
  3. Select Set the time and date.
  4. If needed, change the date, time and time zone.
  5. Select OK, then Change the date, time or number format.
  6. Make sure the Short Date and Long Date are both set to dd/MM/YYYY.

Windows 8.1

  1. Right click the Start button, then Control Panel.
  2. Select Clock, Language and Region.
  3. If needed, change the date, time and time zone.
  4. Select OK, then Change the date, time or number format.
  5. Make sure the Short Date and Long Date are both set to dd/MM/YYYY.

Windows 10

  1. Right click on the time at the bottom right of the screen.
  2. Select Adjust date / time.
  3. If needed, change the date, time and time zone.
  4. Under Formats click Change date and time formats.
  5. Make sure the Short Date and Long Date are both set to dd/MM/YYYY.

Close Cisco VideoGuard Monitor

  1. On your keyboard, press 'Ctrl', 'Alt' and 'Delete' at the same time to bring up Task Manager.
  2. Select 'CiscoVideoGuardMonitor.exe *32' and then End Process.
  3. Select End Process again.

Uninstall the Sky Go desktop app and the Cisco VideoGuard player

Make sure the Sky Go desktop app is closed before trying to uninstall it.

Windows 7

  1. Select Start, then Control Panel.
  2. Select Programmes and Features or Uninstall a program, then uninstall ‘Cisco VideoGuard Player’ and ‘Sky Go’.

Windows 8.1 or later

  1. Right click the Windows button, then select Control Panel.
  2. Select Programmes and Features or Uninstall a program, then uninstall ‘Cisco VideoGuard Player’ and ‘Sky Go’.

Delete remaining Sky Go and VideoGuard folders

Windows 7

First, you’ll need to make sure you can view hidden files. To do this:

  1. Select Start, Computer, Organise and then Folder and search options.
  2. Select the View tab, then make sure there’s a tick next to Show hidden files, folders and drives.
  3. Select OK.

Now, delete the remaining folder. To do this, still in ‘file explorer’:

  • Select (C:) Drive, go to User > [yourusername] > AppData > Local > Cisco > and then delete the 'VideoGuardPlayer' folder.
  • Select (C:) Drive, go to User > [yourusername] > AppData > LocalLow > Cisco > and then delete the 'VideoGuardPlayer' folder.
  • Select (C:) Drive, go to User > [yourusername] > AppData > Roaming > and then delete the 'Sky' and 'Sky Go' folders.
  • Open the Downloads folder, then delete all ‘SkyGoInstaller’ files.

Once you’ve finished, empty all Sky Go and Cisco folders from your Recycle Bin.

Windows 8.1 or later

First, you’ll need to make sure you can view hidden files. To do this, open your ‘file explorer’, select the View tab then make sure there’s a tick next to Hidden Items, under the Show / hide option. Now, delete the remaining folders. To do this, still in ‘file explorer’:

  • Select (C:) Drive then go to User > [yourusername] > AppData > Local > Cisco > then delete the 'VideoGuardPlayer' folder.
  • Select (C:) Drive then go to User > [yourusername] > AppData > LocalLow > Cisco > then delete the 'VideoGuardPlayer' folder.
  • Select (C:) Drive then go to User > [yourusername] > AppData > Roaming > then delete the 'Sky' and 'Sky Go' folders.
  • Open the Downloads folder, then delete all ‘SkyGoInstaller’ files.

Once you’ve finished, empty all Sky Go and Cisco folders from your Recycle Bin.

Reinstall the Sky Go desktop app

Go to Sky.com and follow the on screen steps to reinstall the Sky Go desktop app.