Disney + not working

[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

[Anonymous]

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

[Anonymous]

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

[Anonymous]

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]

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

[JonKop]

Hi all, I had this problem and managed to solve it! 

At first, I thought it was Sky's problem so I called their technical support and tried to debug it with them.  We tried everything but the error kept coming up on the Sky Q Disney+ app (but not on Disney+ apps on any other devices in the house eg iPad, iPhone, Mac, PC, etc.).  So Sky sent me a new Sky Q box, but that didn't help - same problem!

Then I noticed on one of the message boards that someone was able to get the Sky Q Disney+ app to work if the Sky Q was connected to their mobile network but not their home broadband.  I tried that and the Sky Q Disney+ app did work when connected to my phone's hotspot (Vodafone 5G) but not with my home broadband (fiber)!  Once I did that, I called Sky again and they said to call Disney+.

So I called Disney's technical support.  They needed my house's public IP [removed] and then they reset the Disney+ Sky Q app to work with that IP.  And it works!!

Good luck and hope this helps.

Moderated to remove 3rd party link to site.

[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

[Cadeyeri]

I'm having the same issues. Anyone else managed to get this resolved yet?

[StaceyC13]

Hello! 

I got this resolved but I had to speak to Disney + directly over the phone. 

It took a while and the agent had to try a bunch of different things but it got it working in the end. 

I tried everything else but nothing else worked. 

From memory we had to go into the sky box deeper settings and try something there. 

[Cadeyeri]

Thanks. I just got off the phone with Disney and the issue finally got resolved. Had to submit my IP address to Disney and restart my router and it worked. 

[Grayz]

Disney plus app won't load I keep getting error code 1026 -AUTH_SERVIVE_INT_FAILURE

i spent ages on line with Disney and they can't fix it they said the IP address on my tb was different to the rest of my next work how do I fix this?