SKYGO Android App - Support Thread

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SkyGo

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Topic # 162133 30-Jan-2015 10:35

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Hi guys,

Here at SKY we are constantly working hard to improve the products we have in market. With this in mind we would love to get some feedback from the geekzone community on the SKY GO applications and website. We want to hear about your issues, possible improvements and things that you think “hey, that’s a little cool”.

Obviously the apps and the website have quite a few touch points so changes, fixes and alterations can take time and require quite a bit of testing. We can’t make any promises but we are trying to make all our environments as stable and user friendly as possible, as quickly as possible. With this in mind, today we will be releasing an update to the SKY GO Android app to support Lollipop (sorry to Nexus users who have been having issues, our bad). We would love your feedback on how it’s working for you in your environment. One caveat (there’s always something), we really appreciate it if you could include the details below:

Device Name:
Model Name:
Android Version:
Connectivity (ISP / access method)*
*(please ensure any VPN / DNS services are turned off before testing SKY GO)

Unfortunately we won’t have all the answers. For some unknown reason they won’t keep us geeks updated on the top secret commercial negotiations and decisions

but we will try our very best to answer any SKY GO questions and help give you as good an experience as possible.

We’re really looking forward to getting this up and running as soon as possible

Regards
The team @ SKY GO

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Reply # 1225257 30-Jan-2015 12:02

I have a Nexus 5 running lollipop. The app stopped playing sound when I updated from Kitkat to Lollipop. I will be very happy when this fault is fixed!

Slightly off topic but on multiple PC's (all running windows) and from IE/Chrome/Firefox sometimes you can watch SkyGo fine. Other days it will freeze the picture (and keep playing the sound) every 1-2 minutes for 1-2 minutes. Then the picture will resume playing for a short time and then freeze again. Very frustrating and basically makes it unwatchable. I have a suspicion it could be linked to the quality trying to get to the highest available when the connection can't sustain it. Why don't you allow the user to manually set the quality when playing on a PC much the same as in the SkyGo app?? In the end I just ended up watching the cricket on cricfree....

browned

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Reply # 1225403 30-Jan-2015 14:19

Why do I get the "you are already streaming content to this device" message when I try to change channels?

Happens on HTC One and my Windows 8.1 PC. Pain in the 455 especially when wanting to briefly check another score or get a game update. Once that happens I have to wait a good5 to 10 minutes before I can get back to streaming something.

The other issue is a frozen picture with or without sound, and then I get the same message when I try to refresh the page. Sometimes pausing helps if the sound is still streaming.

I'm on UFB with a hard wired PC so no issues with network or wireless, only 3 wireless devices and only one is used for streaming videos.

Edit: If I was to offer my own solution for this then I would suggest offering a stop button as well as the pause button. That way Sky Go servers would know I have requested the content be stopped as I want to do something else or am finished watching the current streaming content.

SkyGo

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Reply # 1225411 30-Jan-2015 14:40

Regarding the sound issue, if you go to the app store now and upgrade the app it should be good to go for Lollipop.

In regards to the second query, we’ll need to do a bit of digging but your assumption around the player and adaptive streaming is correct. It sounds like the player is jumping between the different stream quality based on your internet connection and may be struggling.

I do like your idea around the manual setting feature on web (as per apps). I’ll raise it as a feature request with the product team

Kind Regards
The SKYGO team

JonnyCam

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Reply # 1225435 30-Jan-2015 15:15

Why can't we have catch up programming on the apps as well as live?
Will you ever allow chromecast from the app?

(& Way off topic - how about airplay from the ios version?)

Cheers

SkyGo

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Reply # 1225437 30-Jan-2015 15:17

browned: Why do I get the "you are already streaming content to this device" message when I try to change channels?

Happens on HTC One and my Windows 8.1 PC. Pain in the 455 especially when wanting to briefly check another score or get a game update. Once that happens I have to wait a good5 to 10 minutes before I can get back to streaming something.

The other issue is a frozen picture with or without sound, and then I get the same message when I try to refresh the page. Sometimes pausing helps if the sound is still streaming.

I'm on UFB with a hard wired PC so no issues with network or wireless, only 3 wireless devices and only one is used for streaming videos.

Edit: If I was to offer my own solution for this then I would suggest offering a stop button as well as the pause button. That way Sky Go servers would know I have requested the content be stopped as I want to do something else or am finished watching the current streaming content.

Let’s look at these two separately.

The error you are getting is a concurrency error which can occur when a stream doesn’t manage to unlock correctly. Usually if you wait 30 seconds it should unlock itself but we of course want to stop the error from happening in the first place.
We did look into this issue for SKYGO Android 1.0.2 so I’m very keen to know if you can still reproduce it on your HTC One (with the new update) under normal use.

Regarding your second point, the screen generally pauses (or drops to just sound with adaptive streaming) when your internet connection isn’t managing to download segments sufficiently to stream.
There are a number of reasons for this including wifi / network, bandwidth beyond the wifi, CDN, stream issues etc, etc. We are investigating a number of ways to make this experience better for end users but each have their own complexities and drawbacks. Unfortunately there is no quick silver bullet answer but we are hoping to make improvements over the next few months.

The mobile apps and websites do have very different touch points so we are very keen for you to define where you see the issues most. From the above I’m assuming it’s SKYGO web as it’s a hardwired connection but do you have the same issue on your HTC One?

Kind Regards
The team @ SKYGO

SkyGo

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Reply # 1225443 30-Jan-2015 15:35

JonnyCam: Why can't we have catch up programming on the apps as well as live?
Will you ever allow chromecast from the app?

(& Way off topic - how about airplay from the ios version?)

Cheers

Unfortunately this is one of those

"For some unknown reason they won’t keep us geeks updated on the top secret commercial negotiations and decisions"

I don’t know the answers to any of those questions but catch up on apps definitely does seem like one of the most popular requested features.
I’ll add your voice.

I am keen to get your feedback on current experience though.

afe66

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Reply # 1225524 30-Jan-2015 17:28

So cant play catchup programming.

Well that's disappointing - number of reasons to use it have gone down significantly.

Will probably uninstall it.

A.

SkyGo

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Reply # 1231159 4-Feb-2015 15:03

Hi Galaxy S5 users,

Please note that if you flash your Galaxy S5 and upgrade it to the Lollipop OS, Sky GO will not function correctly.
Although we are able to recreate this issue, Lollipop has not been officially released in New Zealand so we can’t push out an urgent fix to support on unofficial OS release (albeit we will strive to include a fix in the next app release).

In the interim if you roll back your device to KitKat, SKYGO will function as expected.

Kind Regards The Team @ SKY GO

SkyGo

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Reply # 1244635 23-Feb-2015 10:19

Android Version 1.0.3 has now been released to the Playstore (it will take a bit of time to propagate out to the servers). Included in this build is a fix for Galaxy S5 users that side loaded Lollipop and an update to the latest player.

We would love to hear your feedback on the build

Kind Regards
The Team @ SKY GO

sleepy

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Reply # 1244684 23-Feb-2015 11:44

Hi off topic as most are
on my ipad i have to keep signing in any reason?

Cheers

jjnz1

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Reply # 1244694 23-Feb-2015 12:06

Hi @SkyGo

Are you guys looking at increasing the quality of the picture within the SkyGo App at anytime? For example, increasing the high quality option from 1.3Mbps to 5-7Mbps max? (To match Foxtel Play for example).

I have been using a Samsung Tab S 10.5 and a Chromecast to view the sport channels, and the picture quality is far from what I get when using Foxtel Play/Go.

old3eyes

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Reply # 1244711 23-Feb-2015 12:24

How about real Chromecast support??

Regards,

Old3eyes

rugrat

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Reply # 1244731 23-Feb-2015 12:58

Since you mentioned skygo on the website in start paragrarph hope this not off topic.

On the website one, I get a pause in picture for about 1/2 a second using wifi about once every couple of minutes. Youtube doesn't pause so why does skygo have to pause?

If I right click on the flash player and look in settings it's only a 4k buffer, youtube allows the whole file to be buffered, so I think this low buffer maybe where the problem is, doesn't need to be the whole file but maybe a bit more then 4k would help.

Thanks.

Edit: the maximum buffer set have 100k, but it is never using more then 4k. I increased the max buffer to 1 gig, but it still shows no more then 4k being used.

itxtme

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Reply # 1244813 23-Feb-2015 14:02

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How did I miss this thread! You have finally opened it up to non-Samsung devices which is fantastic. Just installed the updated version and works with sound now on my Nexus 5 - YUS!

SkyGo

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Reply # 1244824 23-Feb-2015 14:10

sleepy: Hi off topic as most are
on my ipad i have to keep signing in any reason?

Cheers

No problem – we will have an IOS thread up and running before long so we can keep them in order.

Regarding multiple sign in’s, we did have an issue last week where users timed out when trying to automatically login. This did seem to force some users to re-enter their details again but that should all be resolved now.
If this is still happening to you I would love further detail (i.e. does it ever automatically sign in?, device type, OS etc)

Kind Regards
The Team @ SKY GO

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