Disney+ Launch Marred by Connectivity Issues

Many users were not able to access the streaming service Tuesday morning

Disney plus connectivity error
Disney+ customers were receiving error messages Tuesday, which a Disney spokesperson said was due to even higher demand than anticipated. Disney+

Disney+, the highly anticipated ad-free streaming service from Disney, has finally arrived—but many users were unable to access it on Tuesday morning as it rolled out.

Customers, who had signed up for a free trial or paid for subscriptions, reported being unable to access the service, which includes original programming like new Star Wars series The Mandalorian as well as library content like The Simpsons.

Many users took photos of the error messages they were receiving through the morning and shared them on Twitter:

The outage seemed to affect users across various connected television devices, streaming sticks and gaming consoles. Across Twitter, users said they were unable to access Disney+ through devices like Samsung TVs, Amazon Fire sticks, Xbox and PlayStation 4 devices. Others said they could not access the service on mobile.

A Disney+ tweet promoting the availability of the service was flooded with responses from customers saying they were unable to access the service, and some even requested an additional day of the seven-day free trial Disney began offering today.

Disney flipped the switch on Disney+ shortly after midnight, and Adweek found that the service was available in the early hours of Tuesday morning through a Roku device. But the connectivity issues seemed to intensify several hours later, presumably as more people woke up and sought out access to the service.

In a statement, a Disney+ spokesperson said the company was working on resolving the issues.

“The consumer demand for Disney+ has exceeded our high expectations,” the spokesperson said. “We are pleased by this incredible response and are working to quickly resolve the current user issue. We appreciate your patience.”

This isn’t the first time Disney+ has seen connectivity issues related to its service. In August, Disney announced that members of the Disney fan club D23 would have access to a steeply discounted three-year subscription offer. Shortly after the promotion was announced, the D23 website crashed due to a heavy volume of traffic. At the time, a spokesperson emphasized that the D23 website was not built on the same tech that supported Disney+.

Disney in 2017 acquired a majority stake in the streaming technology company BAMtech to help build out its streaming services, including both Disney+ and its live sports-streaming offering ESPN+.

@kelseymsutton kelsey.sutton@adweek.com Kelsey Sutton is the streaming editor at Adweek, where she covers the business of streaming television.