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Richard, Engineer
Category: Electronics
Satisfied Customers: 68283
Experience:  Electronics Engineer
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I am having problems with Amazon prime video and Disney + it

Customer Question

I am having problems with Amazon prime video and Disney + it is saying there is no internet connection but Netflix is working what can I do??
JA: Which Disney product do you have?
Customer: Disney + and Amazon Prime video
JA: What have you tried so far with your Disney software?
Customer: We have turned everything off and put all cables back in
JA: Anything else you want the Software Expert to know before I connect you?
Customer: No I don’t think so
Submitted: 20 days ago.
Category: Electronics
Expert:  Richard replied 20 days ago.

Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.

I’m sorry to hear you're having trouble with your TV. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the TV and any other devices connecting to the TV such as a cable box, wifi router ect (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV and connecting devices, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 20 days ago.
Hi it is still saying internet connectivity problem
Expert:  Richard replied 20 days ago.

What is the make and model of the device you are trying to use Disney + with?

Customer: replied 20 days ago.
Sony kid-55xE8596
Customer: replied 20 days ago.
Expert:  Richard replied 20 days ago.

We will need to reset the TV

To do this

  1. Press the HOME button, then select [Settings] — [Storage & reset] — [Factory data reset].
  2. Select [Erase everything].

Once done, tell me how the apps then work please

Customer: replied 19 days ago.
Thank you so much it is now working.
Expert:  Richard replied 19 days ago.

You are welcome