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scottcharlwood
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Message 11 of 19
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Re: Sky sports player will not work

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Message 12 of 19
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Re: Sky sports player will not work

Hi scottcharlwood, 

 

Thanks again for sticking with us on this one. 

 

The error message you have is due to what I mentioned in my first message to you. It's caused by the player not being installed properly. 

 

I'm wondering if some part of the device is to blame. Do you have a 2nd device you can try it on? 

 

Thanks,

 

 

Kath_F
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scottcharlwood
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Message 13 of 19
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Re: Sky sports player will not work

i have no other divices
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scottcharlwood
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Message 14 of 19
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Re: Sky sports player will not work

sky worked perfectly before the change to sky player

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Message 15 of 19
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Re: Sky sports player will not work

Hi scottcharlwood,

 

I'd like you to try something one of our users posted that helped them clear a similar issue.

 

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"

 

Speak soon

 

Josh


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Martin_Hill
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Message 16 of 19
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Re: Sky sports player will not work

Has anyone else tried the above workaround? Unfortunately I found the result to be exactly the same as before: stuttering sound accompanied by a picture running in slow-motion. Very disappointing. Interestingly, perhaps, as the Sports desktop app was on I opened the Task Manager on my laptop and looked at the CPU usage—it wavered between 97-100%. At the time of writing this email it is hovering between 1-4%. I notice that another thread (as yet not replied to by a member of the forum team) queries whether the Cisco VideoGuard is the cause of the problem with the Sky Sports/Cinema apps. I wonder...

[As an aside, I also tried using the iPlayer after closing the Sky Sports desktop app—it {i.e. the iPlayer} worked perfectly, both watching a stored programme and a live stream of BBC2 {a live stream that you can pause, rewind and fast-forward}]

Four months after having this change thrust upon us—and four months of the associated problems—the only practical offer of a solution has come, not from the backroom boys in either Sky or VM's IT departments, but from a subscriber to the service (incidentally, if his 'sellotape and scissors' solution had worked, would he have received any form of monetary recompense for his effort?). Is this not shameful for the two companies involved, that given the resources at their disposal they are unable to fix a problem which appears to be of their own making? The system for watching Sky Sports and Cinema through VM worked perfectly well until the changes were made—so why the change?

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Message 17 of 19
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Re: Sky sports player will not work

Thanks for updating the thread Martin_Hill,

 

How has this been performing for you since posting?

 

Nat_J


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Martin_Hill
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Message 18 of 19
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Re: Sky sports player will not work

It hasn't. Seeing as there has been no fix announced for the problem, I refuse to subject myself to the torture of trying to watch anything through either the Sky Sports or Cinema desktop apps—it is an exercise in futility and a complete waste of one's time.

Before posting so I could give you an honest appraisal, this morning I deleted all Sky files from my laptop and uninstalled the Sports/Cinema apps and Cisco VideoGuard too. I then rebooted my laptop and reinstalled the Sky Sports desktop app—the result was the same; stuttering sound and a picture which appears to be operating constantly in slow-motion. After closing the app I tried three other online streaming services (TV Anywhere, iPlayer and Netflix) and each worked perfectly—smooth image and clear sound. I think we can push the notion that my laptop isn't capable of coping with sound and moving images off the table.

This has been the situation for four months with the Sports/Cinema desktop apps, ever since we were forced to make the change. In those four months no progress has been made towards offering a solution and I think for all of the people affected by the problem this is unacceptable; there appears to be a lack of will by either VM or Sky to resolve this problem.

The frustration being felt by those unable to watch Sky Sports/Cinema through the desktop apps will only exacerbated when they read the following:

"I've had a look into this for you and I'm unable to locate any active faults relating to this at the moment"—that is a direct quote from yourself in another thread.

To state that there are no 'active faults' relating to this is almost beyond laughable. Almost. A quick look through this message board shows numerous threads highlighting the same problem that I'm experiencing—stuttering sound and a slow-motion image when trying to use the Sky Sports/Cinema desktop apps. Your colleague, Josh_RW, had this to say on the matter in the same thread from which I quoted you:

"Sky are aware of the issue and our team are in contact with Sky waiting for an update. It's unlikely we'll get a fix within 24-48 hours but we are hoping for a fix from Sky as soon as they possibly can. As soon as we hear something we'll update the community" (that was posted two months ago).

Josh_RW also posted this more recently with regards to the same problem:

"I understand your frustration and I wish I could give you a better response. We are doing everything we can on this end but ultimately Sky needs to drop the updates for things to get fixed"

The two standpoints—yours stating you are unable to locate any active faults v. the myriad number of threads on this message board highlighting the problem, and Josh's admission that Sky are aware of the problems associated with their Sports/Cinema desktop apps—appear to be contradictory.

I think we have now reached a point were the frustration felt by people about this problem has become so great that it has transformed into apathy—an acceptance that this problem will not be solved in the short/medium term—so why become riled by it? It is an apathy that has been directly caused by the inaction of VM and Sky to resolve the situation.

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Message 19 of 19
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Re: Sky sports player will not work

Hi Martin_Hill,

 

I'm really sorry for the issues you've experienced with the Sky player, I understand your frustration completely. 

 

The statements I've made on this in other threads still stands. We are working with Sky to get these issues sorted out although it's taking longer than we'd like. 

 

As you've shown, there is nothing wrong with your machine or connection as it seems other streaming services work without issue.

 

When we get any updates on this we'll post them to the Community.

 

Speak soon

 

Josh


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