Disney plus error 1026

[Kellymarie6262]

Every time I open the Disney plus app, I get an error code "1026".

I have reset my router, my TV, and the puck. I have refreshed all apps and just completed a factory reset on my puck. Nothing.

I don't use a VPN and I have been in touch with Disney who have checked to ensure my to check my IP address isn't blocked.  I'm now completely out of ideas! 
Any advice out there?? 

[mikealanr · Accepted solution]

Hi @Kellymarie6262 

https://help.disneyplus.com/en-GB/article/disneyplus-en-us-error-1026

Refreshing apps can take 24 hours, it's not an instant process. However if there was a bug, would have throught the factory reset should have resolved. Looking at that help article, it says slow or unstable internet connection could be a cause, what's your connection speed like? Are other apps and live TV working? 

You could try connecting via an ethernet cable and turn off WiFi and see if that gets you past the error.

If that doesn't work, you can ask Sky for a replacement as these are only loaned to you. You will need to speak to Sky for this, as we are fellow subscribers.

MikeAlanR

[Kellymarie6262]

Thanks for you me reply.  I'll give the app another try after 24hrs, but as you said a factory reset should have forced a refresh.

I can access Disney plus through my fire stick in another room and have no problems with my Internet speed with a not other device or line streaming any other channel on Sky.
If I can't sort this by the end of the day I'll give Sky a call (if I can actually get through to a human!!) and see if they can help or if they will send me out another puck (my account says I own the equipment... I think this was part of the deal when I initially signed up. )

[Kellymarie6262]

Thanks @mikealanr (forgot to tag you in my reply!)

[MarkGoldsmith]

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@Kellymarie6262 wrote:

Thanks for you me reply.  I'll give the app another try after 24hrs, but as you said a factory reset should have forced a refresh.

I can access Disney plus through my fire stick in another room and have no problems with my Internet speed with a not other device or line streaming any other channel on Sky.
If I can't sort this by the end of the day I'll give Sky a call (if I can actually get through to a human!!) and see if they can help or if they will send me out another puck (my account says I own the equipment... I think this was part of the deal when I initially signed up. )

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@Kellymarie6262 something to bear in ming is that just because everything is working fine on other devices in your house, doesn't actaully mean the same will apply on Sky Stream. This works in a difference way to most devices, as nothing is stored locally and everything is run from Sky's own servers which means its requires a constant connection to the internet. Typically any small wifi dropouts, will cause issues with Sky Stream, which won't happen on most other devices like smart phones, tablets, streaming sticks.

If you are using Wifi, a simple test to see if this is cause, you can switch over to using an ethernet cable, and also disable the wifi within the puck's network settings. Its usually best as well once disabling the Wifi to give the puck a little reboot by unplugging it for a minute. This wil ensure it picks up that the Wifi has been disabled and thus is will then use the ethernet cable as the connection source.

[Kellymarie6262]

@MarkGoldsmith @Thank you for the reply. 
I have no issues with any of the other streaming services through my Sky puck and have also tried disconnecting the puck from the mains several times. I have now also tried the use of an Ethernet cable and I am still encountering the same issue. 

[Jporch316]

@Kellymarie6262 

Have you logged in previously on Disney on your puck ?

[Kellymarie6262]

@Jporch316 Yes I have logged in previously with no problems 

[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.

[V1tal]

Just sharing in case this helps anyone else. 
if you find you are getting this error message on more than one device you need to call Disney Plus help desk - they will add your IP address to their database and it should solve everything. 
I called them today - this is an issue stemming from internet providers moving from IPv4 to IPv6 protocols and it is apparently messing up Disney's IP tracking. I hope that helps. 

[Dan882]

Thank you called disney+ went through ip troubleshooting and now it works thanks for your feed back on this matter

[Dan882]

Thank you ip troubleshooting with disney+ worked for me