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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. 

View solution in original post

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11 REPLIES 11
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

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userYEfDhyFNtm
Constellation

Re: Smart Tv and Disney +

JUMP TO SOLUTION

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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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+

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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 +

JUMP TO SOLUTION

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...

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userqCA0LtZICy
Asteroid

Re: Smart Tv and Disney +

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So whe. You go into the Hub-options and delete the Disney+ app is unable to be deleted but it looks like u just hit reinstall instead. 

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userqCA0LtZICy
Asteroid

Re: Smart Tv and Disney +

JUMP TO SOLUTION

I tried the reinstall app the. Opened the app up and get this  

AB47FAE7-13DE-43F7-9CE0-7CE59454B4F7.jpeg

 

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Samsung Moderator
Samsung Moderator

Re: Smart Tv and Disney +

JUMP TO SOLUTION

You will want to contact Disney support for assistance with this. The service is not authenticating you to their servers.


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

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