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Error code 36 Disney plus. VM Stream

daznflo
On our wavelength

Please help.

Disney+ error code 36

I'm getting error code 36. We cannot play this video.

The error only happens when I try to play something from the Disney+ suggestion bar on the home page.

When I try to play something from within the app directly everything plays without a problem. 

The error only happens when trying to play something from the home page.

I've rebooted the stream box

Signed out and back into the Disney+ app.

  • I've tried multiple HDMI Cables. Everything from the cheapest to the latest hdmi 2.1 certified cables..
  • Firmware ver 5.0.7
  • The error only occurs on the stream box. All other devices with Disney+ app on play perfectly. 
4 REPLIES 4

daznflo
On our wavelength

Is there an admin or expert here who could forward or raise this with tech support please 🙏 

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Hi @daznflo,
Thank you for your post and sorry you have been having issues with your stream and Disney +. The code is a Disney + error code, which is when you are trying to watch a video not available to you due to issue rights, you can find out more here. Or does this happen on any program you are trying to watch? 
Thanks,
Zoie

daznflo
On our wavelength

Hi.

Sorry for late response. 

It only happens with the Disney plus app and then ONLY WHEN LAUNCHED FROM THE VM STREAMS HOME PAGE VIA THE DISNEY PLUS SUGGESTION LINE. EVERYTHING PLAYS PERFECTLY WITHOUT ERRORS WHEN PLAYED DIRECTLY FROM WITHIN THE DISNEY APP.

Thanks for confirming that for us daznflo.

When you're choosing a programme from the suggestion line, can you try searching for the program instead to see if this still allows you to play?

As mentioned by Zoie previously, that error code is has the following error message, “We’re sorry, but you are not authorized to view this video.” This likely means you tried to stream a movie or TV show unavailable in your specific market due to rights issues. To fix it, if you use a VPN to connect to the service, you might want to turn it off and connect to Disney Plus again. You might also be trying to access a video while in Kids Mode. If that’s the case, exit the kid-friendly mode and try watching the movie or TV show again.

Let us know how you get on.

Thanks, 

Kath_F
Forum Team

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