Disney+ app error code: 1058 - consent_sdk_init_failure

[Colin16]

Hi All. I was wondering if anyone can help me. For the past few days the Disney+ app on my Sky streaming puck hasn't been working. When it attempts to start up, I get the Disney+ splash screen and then the following error message: -

We are experiencing a problem. Please exit the app and try again. Error code: 1058 - consent_sdk_init_failure.

I've tried all of the suggested fixes - power cycle the puck; refresh the apps; reboot my Sky broadband router; check the Sky Sheild settings to make sure it's disabled. However, none of those have worked.

I tried a chat with the Sky virtual assistant, but they were no help whatsoever. Is anyone else having this problem - or can anyone suggest a fix? The only think I've not tried is to factory reset the puck.

Thanks for any assistance you can give me.

[GD1]

@Colin16  Have you ever been able to use the Disney+ app on your Stream puck?

Having just checked my puck it loads ok, so likely to be a stream puck related issue.

That being the case we can ask the community messaging team to reach out to you if you wish?

[Colin16]

Hi @GD1.

Thanks for your reply. Yes - the Disney+ app was working initially. I've only had my puck for a month or so, and only started to used Disney+ about a week ago, after it was included in my Sky subscription. So, it was working fine up until Saturday evening/Sunday morning. Everything else - apps and TV - all seem to working OK.

Thanks again for your reply.

[GD1]

@Colin16   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[J_ham]

Thanks @GD1  for escalating this. We’ve sent @Colin16 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Colin16]

That's excellent! Thanks for your help @GD1 👍

[Colin16]

Just a quick update on this issue. I spoke to Sky and they told me that the issue wasn't related to Sky, but it was a Disney problem and to speak to them directly. So, I spent over an hour and a half on a live chat with them trying different things. Eventually they told me that it wasn't a Disney problem, it was a Sky issue, as their error codes only went up to 1029, and the error code I was getting was 1058. So, in their eyes this could only be being generated by Sky.

I've now posted another message to Sky technical support and I'm waiting for a response. I'm not actually sure if the chat is still live with them, as it's been a while and they've not responded.

[GD1]

@Colin16  I've raised the issue in the closed part of the community to see if this can be re-raised

[LauraMac38]

Thanks for escalating this. We’ve sent @Colin16 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Colin16]

Hi All.

Unfortunately, my error with the Disney+ app has still not been fixed. I was in a chat with Sky support on the 31/03/2026, but then I had to go away until today.

The last thing they asked me to try before I went away was to refresh the apps on my puck and then leave it for a full 24 hours before trying the Disney+ app again - to give it a chance to refresh. It's now been over a week and I've just tried it for the first time since the 31st of March, and I'm getting exactly the same error.

If anyone is monitoring this thread, would you please be able to escalate this again for me, so I can start chatting to Sky support again. Thank you.