Disney + not working

[Mark1972]

I'm having trouble with disney app on my glass TV it's been 3 days now Amy ideas please

[mikealanr]

Hi @Mark1972 

If you define what the trouble is, we stand a better chance of helping. Remember we are not sky, we are fellow subscribers and know nothing about your set up or your issue unless you tell us.

What is your issue? Are you seeing an error message? What have you tried to resolve?

MikeAlanR

[Mark1972]

Sorry thanks it keeps coming up with a 1026 error code

[Mark1972]

It's a 1026 error code I've tried everything online refreshed apps reset tv but it works on my phone having same problem on the sky puck too

[AndrewF_UK]

Hi @Mark1972 

Thanks for that. Disney defines that error as:

This is usually an app issue or connection error. Possible causes include, but are not limited to:

• Using an unsupported device (including an emulator) or method to access Disney+
  
  • Example: playing a video on your device’s web browser instead of the Disney+ app
• Unstable or slow internet connection

Given the fact it is a supported device, that might speak to a slow internet connection. To help us rule that out, can you do the following...

1. Open the Netflix app on your Sky Stream Puck or Glass.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed.

I know it's Netflix and that sounds counter-productive, but it's the only way I know to do a speed test on SkyOS.

[Mark1972]

Thanks for your reply connection speed is 287.28 Mbps

[AndrewF_UK]

Good stuff, that's a great speed so that's not going to be the problem.

It's interesting that you're having it on the Puck too, because that implies it's not a specific device issue.

One thing you could try is going to Disney+'s website, and in "Account" menu go to "Manage Devices" and log out of the specific or even all of the devices, and see if that changes anything for you.

[Mark1972]

I'll give that a try thank you

[Mark1972]

Thanks for your help I've tried logging out and even changed password so I'm lost

[AndrewF_UK]

No problem. It's a weird one. Specifically it looks like 1026 = AUTH_SERVICE_INT_FAILURE

So that's something to do with authentication.

A few other ideas:

• Might your router have a block on Disney+, perhaps parental controls?
• Have you tried power-cycling your router and the Glass and Puck? It might be that doing that could wipe out a cache somewhere in the system that's causing this error.

I'm grasping at straws a bit though, so if these don't help I think I'm out of ideas I'm afraid.

[lettice · Accepted solution]

The 1026 error is often caused by a VPN being present or a blocked ip address.

If you have a VPN, it needs to be removed or turned off for Sky Stream/Glass access.

It could also be your ISP (WAN) supplied ip address has been blocked by Disney+ (if it's only that app you are having issues with).

You could try powering off your router for half hour or so, that normally changes the ISP (WAN) supplied ip address.

That my help.

[Mark1972]

Hi all thanks for all your help just to let you know if any one gets same issue I went to disney it was a problem with my ip address they sorted it within 30 seconds thanks again for all your help

[paulw74]

Can't get Disney plus on any device via sky broadband, this keeps happening, you need to sort this Sky! Obviously a problem at your end. Please help