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Why Is Starry Night 8 SkyGuide Blank? (Answer: Ask Support For The Workaround!)

Hi. Just upgraded to Pro Plus and can no longer access subject page. Did not have that issue prior to upgrade ... 

Thanks.

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34 comments

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    Wickedfireelf

    I also have the same problem except i have Starry Night Celestron SE 8 and mine is doing the same exact thing its very frustrating been wanting to use skyguide!!

  • 0
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    Keiron Smith

    Michel, Elf,

    Windows 10 > Internet Explorer 11 > Internet Options > Security (tab)

    Switch your preference from High to Medium.

    Please let me know if that helps.

    Thanks!

  • 0
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    Wickedfireelf

    It didn't work for me still shows up the black background

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    Michel Petitpas

    I run Microsoft Edge, looked under Settings, and could not find similar Security tab or something equivalent.

  • 0
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    Keiron Smith

    To be clear, SN8 SkyGuide is using the Internet Explorer browser code framework, not the Edge browser code framework.

    So, please be sure to set the options on IE 11 and not Edge.

    Please confirm.

    Thanks!

  • 0
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    Keiron Smith

    Richie, Michel, 

    What security software are you running on your computers?

    Let's see what you both have in common and go from there.

    Thanks!

  • 0
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    Wickedfireelf

    I have windows security the original program that comes when you download window 10 home

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    Michel Petitpas

    Hi Keiron,

    Thanks for sticking with us ... I was running the Celestron Basic Edition of SN8 with MS Edge and Windows 10 Version 1909 for x64 based Systems (ASUS VivoBook Flip 14 Notebook), no problem before. I am using McAfee Personal Security Version 2.1.54.0.

    I do not intend to load IE 11.

    Also noticed that the main window shows the following: 

    Your assistance is much appreciated!!

    Michel

  • 0
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    Buttfield

    Thank you for the availability of this forum re Starry Night Proplus 8

    I too have had problems with the sky guide turning itself off. I had been using pro plus for some time when this guide suddenly turned itself off.  I agree with others that not having it is very inconvenient.

    I have tried the changes recommended in Internet explorer 11 with no luck.

    I have tried turning off Microsoft Edge, I have reinstalled a\internet explorer 11 and I have closed all of the anti-virus software including Microsoft anti-virus, Malwarebytes, and super anti-spyware professional. None of these make any  change.

    Recently however I went into msconfig/General and then changed to diagnostic start up, which loads only basic services. With this change in place nothing else works but pro plus is fine and loads the sky guide as required. Clearly there is a program loading normally which blocks this. Can any experts help

  • 0
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    Keiron Smith

    Ian et al, 

    Using Task Manager, you could all try starting up in normal mode, and disabling the background programs/process, one by one, to see if this triggers SkyGuide to load properly (might require refreshing the SkyGuide).

    Thanks!

  • 0
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    Wickedfireelf

    I went into task manager did what you said to try and still have no luck it still stays the same black screen

  • 0
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    Keiron Smith

    Richie,

    Please reboot your computer, and provide a list of all apps/processes running at startup, before you open anything else.

    Can you copy and paste the list(s)?

    Thanks!

  • 0
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    Wickedfireelf

  • 0
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    Keiron Smith

    And what is listed under the Startup tab?

    Thanks!

  • 0
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    Wickedfireelf

  • 0
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    Wickedfireelf

    I was wondering if there has been any progress or anything? now im getting where when i first open the program the what's new box pops up and doesn't load at all it use to load now the what's new box doesn't load and the skyguide still stays black. I've included a screenshot

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    Wickedfireelf

    I use to be able to copy the url an open IE browser and it would load in the browser now its not loading in the browser either

  • 0
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    Michel Petitpas

    All, FWIW, I decided to uninstall the app and re-install it from scratch ... To my surprise, the SkyGuide loads properly and seems to work as advertised. Might be worth trying if not tried already. Keiron, thanks for your support; hope all get their issues resolved. 

  • 0
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    Wickedfireelf

    I've tried uninstalling and then going back to my email and reinstalling from the link I've also tried uninstalling windows 10 completely then reinstalling windows 10 and reinstalling Starry Night and still get the same results doesn't work still only get the black windows in skyguide.

  • 0
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    Wickedfireelf

    Keiron Smith I noticed if i open Internet Explorer and go to compatibility settings and add the URL https://skyguide-desktop-csap.starrynight.com/sn8/app/guide/index_csap.html to show up in compatibilty settings it shows up exactly like it does in Starry Night black but if i dont put the URL in compatibility settings it loads up fine in the browser its like its stuck on compatibility in starry night is there a way to change that i attached pictures of everything

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    Keiron Smith

    Probably this has been suggested previously, but just in case, how about rebooting computers and ensuring the ALL Windows 10 OS updates have been applied; i.e. update Windows 10 OS.  Reboot.  Update Windows 10 OS again.  Repeat until there are no more Windows 10 updates listed.  Thanks!

  • 0
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    Keiron Smith

    Michel, 

    Previously you said "I do not intend to load IE 11."

    What did you mean?  Did you install IE 11?

    Your success holds a clue to the solution ;)

    Thanks!

     

  • 0
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    Wickedfireelf

    Yeah I did all the updates like you said nothing pops up anymore and still nothing but the black box also in windows 10 IE comes installed automatically you can't uninstall it or try and get earlier versions all you can do is disable or enable IE in the features buttons I tried it both ways and still no luck

  • 0
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    Wickedfireelf

    Keiron Smith what framework does starrynight run on like 3.5 .4.7 etc.?

  • 0
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    Wickedfireelf

    Michel Petitpas What windows version do you use i know windows 10 you said put what build is it windows 10 19042?

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    Michel Petitpas

    Keiron, I am using MS Edge for both platforms, my workstation and ASUS VivoBook notebook/tablet. I do have have IE 11 loaded on neither computer. I was having issues with my ASUS, reloaded the S/W and it's running fine now. 

    Windows 10 Version 20H2 on both computers.

    Hope this helps.

  • 0
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    Michel Petitpas

    Just to be clear, when I said not having IE 11 "loaded" before, I really meant "installed" ... I only have MS Edge installed on both platforms. As you can tell, I'm not an IT guy ...

  • 0
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    Cody

    I had the same blank-Sky Guide issue and it was fixed by installing the complimentary Celestron version of SN that came with my scope alongside SN8.  The Sky Guide in SN8 then worked.  So it's an SN related file that's going missing, being overwritten etc somewhere along the road.

    Then I discovered the calendar in Sky Guide gets all the time zones completely wrong and is useless to me.  Still waiting for replies to that question!

  • 0
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    Keiron Smith

    Two questions:

    Is anyone here encountering this issue on MacOS?

    Does anyone here want to let me remote their computer to look at the issue.

    Thanks for everyone's patience.  Sorry, there has been no progression on a resolution.

  • 0
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    Dlucas

    I'm totally willing for you to remote into mu computer.

    I'm on Windows 11. Thanks for the response.

    Doug

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