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KeironS
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Sky Sports Player Not Connecting

Can someone help, please?   

Like lots of other users, I am having problems with the Sky Sports Player on Virgin.   I had a spate of error code 20000, which I solved by completely re-installing the player and Videoguard system.  I am now able to select a channel using the app and my browser (Chrome).  I entered my ID and clicked the continue button.   When I go back to the player, I am now faced with a spinning wheel (for 10 minutes a counting).

Does anyone one have a solution for this?

By the way.....  the support material on this product is appalling!   Is Virgin going to do something?

 

 

Keiron

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Re: Sky Sports Player Not Connecting

Hi Keiron, 

 

Thanks for your post and welcome to the Community. It's great having you on board with us in the Community. 

 

I'm sorry to hear you're having an issue using the Sky Sports Player. Smiley Sad

 

The issue could be with the fact you're using Chrome. This isn't a browser that is supported so your better off starting again only this time using Internet Explorer or Firefox. 

 

If this still does the same then we can look further into this Smiley Happy

 

Come back and let us know how you get on. 

 

Thanks,

Kath_F
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Merry Christmas & a Happy New Year

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KeironS
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Re: Sky Sports Player Not Connecting

Kath,

Thanks for the response.  I had used the Player for 2 to 3 months successfully with Chrome, but it stopped working last week for no apparent reason.

I followed your advice by removing the Player and Videoguard.  I then opened up the Sky Sports web site in IE11 and re-installed the player.  I made IE my default browser and tried to use the player.   Exactly the same result with the spinning wheel.   I had already tried Firefox, but again same result.

Our account has another device set up which is still working, but I need to get my laptop working.

What do you suggest?

 

 

Keiron

 

 

 

 

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Re: Sky Sports Player Not Connecting

Hi KeironS,

 

Thanks for getting back to us!

 

Here's a useful post by Mally_BUK, one of our users.

 

"Uninstall the Sky Player using Windows Settings\Apps

Uninstall Cisco Videoguard using Windows Settings\Apps

Deleted the Sky-player Folder in the Users\Currentuser\AppData\Roaming Directory

Deleted the Sky Folder in the Users\Currentuser\AppData\Roaming Directory

Using Task Manager stopped the CiscoVideoGuardMonitor running

Deleted the Cisco Folder in the User\Currentuser\AppData\Local Directory

Restarted the Computer

Opened IE11 and logged onto Sky Virginmedia to watch Sky Sports

Downloaded the Sky Player

Opened up the Download Folder and ran the installer using "Run as Administrtor" right click

Ticked the Box "I have already installed the New Desktop Player" and hey presto it worked!"

 

Give it a try and let us know how it goes!

 

Josh


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KeironS
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Re: Sky Sports Player Not Connecting

Hi Josh,

Thanks for the suggestion.   Unfortunately the problem is still occurring. 

I followed the instructions you provided but couldn't find a Cisco folder to delete.

Any other suggestion?   

 

Keiron

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Re: Sky Sports Player Not Connecting

Hi KeironS, 

 

Thanks for coming back to us again Smiley Happy

 

As this still isn't working despite the steps that have been given, we need to look at this possibly being a device issue meaning it may be something to do with an update you've run, or a certain setting not being correct. 

 

Do you have a different device to try to see if the same thing is happening. If it is, this will rule out it being a device issue and we may need to raise with IT.

 

Come back and keep us posted. 

 

Thanks,

Kath_F
Forum Team

Merry Christmas & a Happy New Year

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KeironS
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Re: Sky Sports Player Not Connecting

Tech team,

I have now installed the Player on a different laptop and it now works.  

Thanks for the help.  One last question - any idea which part of Windows may be causing the problem?

 

 

Keiron

 

 

 

 

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Re: Sky Sports Player Not Connecting

Hi Keiron,

 

That's awesome, glad to hear it's working on another laptop!

 

We're not quite sure exactly what's causing issues with the Player, we've tested quite few different combinations and changes but haven't found anything consistent yet.

 

We'll continue to investigate this and update the Community when we can.

 

All the best

 

Josh


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