Issues connecting to Disney plus (error 42 on laptop)

[Anne-Sophie]

Hello, I've been experiencing issues to login and/or watch movies on Disney plus lately (on laptop). Error code 42 (problem with internet) or "an expected error has occured" appears each time. My SKY internet speed is fine and I've checked with Disney and it doesn't come from them either. What I noticed though is that when I use my phone 4G internet on my computer, Disney plus works fine. There is definitely something wrong with the broadband even though it doesn't seem to drop. It's very annoying...If anyone has experienced the same thing please let me know. 

[Chrisee · Accepted solution]

@Anne-Sophie that error is caused by a poor data connection to your laptop. While you can have fast connection from your hub to the internet to stream video you need both sufficent bandwidth and just as important a regulsr data feed from the hub to your laptop. Unless you are streaming in UHD which is unlikely on a laptop you only need around 10Mb/s for HD streaming so the issue is probably mainly down to regularity which is also known as jitter.

Rebooting your hub can help,as the hub will try to find the least congested wifi channel. Second is to make sure nothing is unnecessarliy blocking thecsignal so make sure the hub and laptop are out in the open and if possible above things like radiators. Moving closer to the hub is sensible however if you are wanting to view in a distant room you may need to buy something to extend the hub's range for video powerllinecadapters can be useful as they use your home's mains wiring to carry the signal.

[Anne-Sophie]

Hello Chrisee, thank you for your message. I've tried many times to re-boot the hub already but nothing has changed. The hub is close to the laptop (a metre away). 

[jamesn123]

@Anne-Sophie 

Are you able to try via an ethernet cable?

[olitronic]

I am having same issue. Disney+ will not work on phones, laptop, or firesticks if conneced via sky fiber broadband,. If on sky mobile bordband it will work. 

particually the url: 'https://www.disneyplus.com/login' just wheel of death's . When on wifi (ok via LTE on mobile)

I have power reset the router. 

I suspect its a dns issue or sky using a special redirect for sky products causing an issue if not using thier tv products?  We do not use sky for tv, just mobile & broadband. Can i force a hard reset of the router saved settings/cache? 

[Chrisee]

@olitronic you can reset your hub but it is not likely to help. You maybe corredt thst it is a DNS issue as you are not the only person with DNS issues this morning Sky will sort the machine that msybe faulty - there are mutiple units and you can sometimes switch to another unit by powering down your hub for 30mminutes .

You can of course add a public DNS server address to your device if you want but you cannot change the Hub's default DNS.

[olitronic]

Thanks @Chrisee 

In the end it just started working (after about 90 mins), i did a soft reset of the hub, via the web interface. Although i doubt this was what fixed it. Prob just time for the dns to sort itself out...

Note: I did try changing the dns locally on the laptop to  google (8.8.8.8 + 8.8.4.4), but had little effect, probabbly due to cacheing... Could not work out how to do this on the firestick. 

So for other in this situation, wait a while, it will probably fix iteslf... 

[Chrisee]

@olitronic actually a soft reset was a good idea as apparently it does force an IP address change and probably a server change. It is Sky's radius servers that are scattered round the country that can start to play up symptoms are DNS issues and loss of the IP voice service.