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userqCA0LtZICy
Asteroid

Smart Tv and Disney +

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Hello

i am having issues with the my Samsung Smart tv (model UN65KS8500FXZA) and Disney Plus App. Seems that something with the att broadband is preventing the connection or starting of the Disney Plus app or a possible issue between the app and the Tv. The network status of my internet is good along with the the network status of the Samsung Tv. All the other Apps within the Samsung Smart Tv work just fine except for the Disney Plus app. I get an error 1017 when opening the Disney + app. 
I am wondering if there is a possible firewall or Att Broadband/Samsung  setting that is causing the Disney Plus connectivity issue. I did try changing the DNS to 8.8.8.8, resetting the smart hub, restoring to factory settings, unplugging tv and didn't fix anything. Please help. 

1 SOLUTION

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userxi0iAznuzN
Constellation

Re: Smart Tv and Disney +

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To solve problem go to settings on TV and clear the cache for the Disney app. This will resolve the issue. 

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25 REPLIES 25
Samsung Moderator
Samsung Moderator

Re: Smart Tv and Disney +

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Hello,

 

Here's a list of compatible devices.

https://www.samsung.com/us/appstore/app/G19280013786-compatible


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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userYEfDhyFNtm
Constellation

Re: Smart Tv and Disney +

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my tv is compatible as the Disney plus app works when I connected the tv internet to my att cellular phone hotspot. Works with no issues so I am thinking there is a disconnect with my att fiber/Samsung tv/app. Could this be the case? If yes what do I do?

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userOWr08RO8Ss
Constellation

Re: Smart Tv and Disney +

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My TV is on that list but the app still doesn't show up as available.  Smiley Sad Poor form, Samsung.

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user2ufDEg0lJY
Constellation

Re: Smart Tv and Disney +

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Do you plan to make it works with Smart TVs of 2015 and earlier? Would be much apreciated.

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Samsung Moderator
Samsung Moderator

Re: Smart Tv and Disney +

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I would like for you to uninstall Disney+ and reinstall it. Once you have done that log back in and if you still are receiving that error message "1017" I recommend contacting Disney+


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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userqCA0LtZICy
Asteroid

Re: Smart Tv and Disney +

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I tried to delete the app but it is one of the apps that can't be deleted from the smart hub or even lets me select the app when I open the delete app option. . Is there a way for me to remove/uninstall the app

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Samsung Moderator
Samsung Moderator

Re: Smart Tv and Disney +

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If Disney+ is installed on your TV you should be able to go to Apps > Settings > Select Disney+ > Select Delete or Uninstall

 

http://www.samsung.com/us/support/troubleshooting/TSG01003027/#delete-the-app-from-your-tv-and-downl...


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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user3rUePmAmDX
Asteroid

Re: Smart Tv and Disney +

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Hi. I have a different problem with Disney Plus.  When I installed the app last month, picture was perfect but the sound was regular 2-channel stereo - no surround.  A couple of days ago, an update to the app dropped, and the sound is now in Dolby Digitial +.  But the picture has degraded signficantly.  Instead of 4K HDR, it's like old style VGA resolution!  I've waited minutes for it to improve on its own as it caches. Didn't help.  Then I reset the Smarthub and reinstalled the app.  Still didn't help.  Any suggestions?

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user3rUePmAmDX
Asteroid

Re: Smart Tv and Disney +

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BTW, I have an NU8000.  Doesn't seem to have a cache clearing feature.  Just a Smarthub reset.

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