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What to do if the new Sky Go app doesn’t work?

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What to do if the new Sky Go app doesn’t work?

Sky Go

If the Sky Go app on your Windows PC does not start, from an error with a code or you find streaming problems and viewing blocks of the content videos, try to solve with the help of the expert by following these instructions.

Sky Go Compatible Devices and Requirements

Check if your computer is compatible with the hardware and software requirements listed below:

Sky Go is available for compatible devices:

  1. iPhone and iPad with operating system equal to or higher than IOS 9
  2. – smartphone and tablet with Android operating system equal to or greater than 4.4 (KitKat)
  3. – PC with Windows 7 operating system or higher
  4. – MAC with OSX 10.9 operating system or higher
To make Sky Go work, you need to connect the compatible device to a Wi-Fi / fixed or 3G / 4G mobile network 

For PC / Mac the following requirements for an optimal vision must also be respected

  1. CPU: Intel Dual Core or Core2 Duo with 2.1 GHz for CPU or AMD with 2.9 GHz
  2. Memory: 2 GB RAM or higher
  3. Graphics Card: with at least 1 GB RAM or higher

Prepare your Sky ID and passwords

Sky Go only works if you enter your Sky ID on the app’s login page before accessing the various contents. You can do the login process only once after installing the app on your device. To log in or log out, the new Sky Go app requires uninstalling the application.

Download and install the latest version of the app



You can download the app for Android and Apple smartphones and tablets from the Google Play and Apple Stores or download the PC / MAC app from the sky website.

Log in with your Sky ID and associate the device you want to use

With Sky Go, you can use a maximum of two compatible devices. If you have Sky Go Plus, 4 devices can be associated with the app. Viewing content is only possible with one device at a time.

What to do if Sky Go does not work and error 1011 appears

If you see error 1011 and can’t see any Sky programs or channels and can’t log in with your Sky ID. Follow this guide:

For Windows PC

  1. – Close the Sky Go app

  2. – Click on Start and select Computer

  3. – From Computer select disk C and then the Users folder with your / username /

  4. – Enable from the Windows Control Panel and from Options explore files to view the folders, hidden files, and drives.

  5. – Go back to the folder c: / Users / username / and select the AppData folder

  6. – Go to the Roaming folder, and then to the Sky Go folder

  7. – Inside the folder delete the QGD-redux-auth.json file

  8. – Once the file, re-enter the Sky Go app and try to see a program or a TV channel

  9. – At this point, you will see the login window to re-enter your login credentials (Sky ID and password for your Sky account.

If the procedure does not work, try uninstalling and reinstalling the app by following these instructions:

  1. – Uninstall the Sky Go app (from Control Panel and Programs and Features).

  2. – Uninstall the Cisco Videoguard player (from Control Panel and Programs and Features).

  3. – Delete the folder C: Users (user name) AppData Local Cisco and all its contents. If you get a message that another program is using something, go to the folder and delete all the subfolders that are not in use by another program.

  4. – Delete the folder C: Users (user name) AppData LocalLow, with the same procedure as before.

  5. – Delete the folder C: Users (user name) AppData Roaming Sky.

  6. – Delete the folder C: Users (user name) AppData Roaming SkyGo.

  7. – Delete any previous versions of the Sky Go installer present on your system.

  8. – Restart Windows.

  9. – Download the latest version of the Sky Go app program, install it and restart it.

For MAC



  1. – Close the Sky Go app
  2. – Click on the Finder
  3. – Inside the Finder select Users and then the folder with yours. If the folder is not present, it may be necessary to open it from hidden folders. Just open the Finder and press the key combination Cmd + shift +. (The dot key)
  4. – Select Library
  5. – Click on Application Support and then on the Sky Go folder
  6. – Inside the folder delete the QGD-redux-auth.json file
  7. – Once the file is deleted, access the Sky Go app again and try to watch or download a program or channel
  8. – The login window will appear again in which to enter the login credentials again
If the procedure does not work, try uninstalling and reinstalling the app by following these instructions:

First make sure to update your Mac to the latest version of the macOS operating system, Mojave macOS 10.14.

Disable the CiscoVideoGuard program from your system.

  1. – Click the Go menu, then select Utilities.

  2. – Click Activity Monitor.

  3. – Select CiscoVideoGuardMonitor.exe * 32, then click End Process.

  4. – Click the End Process again.

Then uninstall Sky Go from the system.
  1. – Launch the Finder, click Download, then delete SkyGoInstaller.

  2. – Call the Finder again, click Go then Computer.

  3. – Click on Macintosh HD.

  4. – Go to users> username> Applications then delete the Sky Go app.

Finally, uninstall the Cisco VideoGuard player

  1. – Launch the Finder, click Go then Library. If you don’t see the Library, hold down the Alt key. If the Library folder doesn’t appear, select Go to Folder from the Go menu and type ~ / library to view the library folder.

  2. – Open the Cisco folder, then delete VideoGuardPlayer

Configure your MacOs to be able to view hidden files. To do this, launch the Finder, click Go then click Library. If you don’t see the library, hold down the Alt key.
You must then delete the remaining empty folders.
  1. – Open the Application Support folder, then delete the “Sky” and “Sky Go” folders.

  2. – Go back to the Library, then open the status folder of the saved application and delete “com.bskyb.skygoplayer.savedState”.

  3. – When finished, empty all Sky Go and Cisco folders from the trash.

Finally restart your Mac and download the latest version of the Sky Go app, install and start it.

What to do if Sky Go does not work and error PFE 9903 appears

If you see the PFE 9903 error, maybe some applications are installed on your device and are running that can record or capture screen images (for example QuickTime Player on MAC), or screen capture programs on Windows. Check and close programs of this kind that are running or in the background on your device.
For PC the programs that could generate this error are:
– “Screen capture tool” for Windows 7,8 and 10;
– “Game mode” for Windows 10;
If there are programs of this type open or minimized, close them by pressing the X in the upper right.
For Mac, check and close the programs of this kind that are in the background. Close Quick Time Player and iTunes.

What to do if Sky Go does not work and errors PFE 4002, 7005, PFE 9500, PFE 11000 and PFE 12000 appear

If you see errors PFE 4002, 7005, PFE 9500, PFE 11000 and PFE 12000 try to close the Sky Go app making sure it doesn’t remain active in the background. Restart the operating system and the app. If you still encounter errors try to uninstall the app with the procedure described above.
If you see the error code PFE 4002 on a Windows PC on the screen, follow these steps:
Right-click on the Sky Go icon, select Properties, then choose the Compatibility tab, if there is, remove the checkmark from the box Run the program in compatibility mode for and click first on the Apply button and then on OK to save the settings
Now start Sky Go and check the operation
If you still see the error message on the screen PFE 4002, 7005, PFE 11000 and PFE 12000 follow the steps below:
Close the app from your PC or Mac so that it does not remain active in the background:
For PC close the app with the X at the top right
For Mac click on Sky Go in the top bar and press the button on Exit Sky Go
You can also turn off or restart your device.
– If reopening the Sky Go app, the error persists check that your device meets the minimum requirements necessary for the operation of the Sky Go app by clicking here
– If you have verified that your device meets the minimum requirements:
For PC: uninstall and reinstall the Sky Go app
For Mac: remove and reinstall the Sky Go app

What to do if Sky Go does not work and errors 1302, 1402, 1502, 1602 and 1702 appear

If you see errors 1302, 1402, 1502, 1602 and 1702 try setting your Mac with the current time and date.
If you still encounter errors try to uninstall the app with the procedure described above. Then enable device location:
  1. – Click on the apple at the top left

  2. – Select System Preferences

  3. – Choose Security and Privacy

  4. – Click on the Privacy panel

  5. – Click on the padlock at the bottom left to enable the changes (you will be asked to enter the password)

  6. – Select Location Services

  7. – Check the item “Enable Location Services”

  8. – Under the item System Services “click on” Details …

  9. – Enable the check on Time Zone Settings

  10. – Click on Finish

  11. – Click on the padlock below to restore the block of changes

Once localization is enabled on your device, restart your Mac.

What to do if you find error 1404 0 1304?

If you see the message on the screen Error code 1404, proceed as follows:
Close the app, enter the Settings section of your mobile device, activate and deactivate the offline mode/airplane mode
Reopen the app and check that it works
Otherwise, follow these steps:
  1. Make logout from Sky Go: enter the section of the app settings, click Exit, and subsequent confirmation screens you want to exit the app

  2. now proceed by logging: you just put into play a program, click Sign in and enter your username and password of your Sky iD

  3. Check the operation of Sky Go

If the problem persists, uninstall and reinstall the app and try using it again.

What to do if Sky Go does not work and errors 1309, 1409 or 1509 appear

If you see errors 1309, 1409 or 1509, it means that you have reached the maximum number of devices that can be associated with your Sky iD for the current month.
If you do not resolve, request assistance via the Contact page and select Technical assistance → Sky Go and Sky Go Plus problems. You can watch the program on one of the devices already associated or wait for the next month to associate new ones.

What to do if Sky Go does not work and errors 1310 or 1410 appear

If you see errors 1310 or 1410 the program you have chosen is not included in the packages of your subscription. Also, make sure you have Sky Go Plus active in order to download.

What to do if Sky Go does not work and errors 1314, 1414 or 1514 appear

If you see errors 1314, 1414 or 1514 maybe you are trying to see a Sky Go program in a country that is not enabled to view the contents of Sky Go (outside the EU).
You are not a Sky customer permanently resident in Italy and you do not use a payment method associated with an Italian issuing institution or bank.
The service you are using (Sky Go, Sky Go Plus) is not active on your subscription or you are not logged in with your Sky iD. To activate it, go to the DIY Promotions section.
The program you want to watch is not included in your subscription.
You watched the Sky programs in a country of the European Union without logging in from Italy in the previous 37 days. Remember to access the apps from home before leaving.

What to do if you see the error message on screen 1416, 1316 or 1516

If you see the error message 1416, 1316 or 1516 on your device, it means that you have reached the maximum number of devices that can be used simultaneously. It is possible to stream a program on only one device at a time. To use Sky Go from a second device, you need to stop streaming on the first device, close the app without leaving it open in the background, and then start streaming to another device.

What to do if the error 1308, 1408 or 1508 appears

If you see the error message on the screen 1308, 1408 or 1508 it means that you have reached the maximum number of devices that can be associated with your Sky iD. Up to two Sky Go devices and up to four Sky Go Plus devices of your choice among smartphones, tablets and PCs / Macs can be associated with your Sky iD and one replacement per month of the devices already associated is allowed.
To replace one or more devices go to the Do it yourself area in the Manage data and services section or in the Manage devices section in the Settings of the app and remove the device you want to replace.
To pair the new device, just log in to Sky Go in the following way:
– open the app
– Click on the program you want to see and then click on Login
A window will open with a video tutorial to find out what you can do with Sky Go and Sky Go Plus where you can find the Go to the login button. You can then enter your SkyiD username and password and log in.

What to do if errors PFE 1401, PFE 4100, PFE 4000, PFE 4218, PFE 5003, PFE 7007, PFE 9001, PFE 9003, PFE 9004, PFE 9026, PFE 16000 appear?

Close the app from your device so that it doesn’t stay active in the background.
For PC close the app with a click on the X in the upper right corner.
For MAC click on Sky Go in the top bar and press the button on Exit Sky Go.
You can also turn off or restart your device.
If reopening the Sky Go app, the error persists to check that your device meets the minimum requirements necessary for the operation of the Sky Go app.
If you have verified that your device meets the minimum requirements:
for PC: uninstall and reinstall the Sky Go app.
For MAC remove and reinstall the Sky Go app.

How to buy error 19 [B400] or error 19 [B404]


It means that the Sky Go app is unable to upload content due to a network problem. After making sure that the device is connected to the internet, close the app without leaving it open in the background, reopen it and try to use it again.

What to do if error 101 appears

Contact support from this page on the Sky website.

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