How can I trouble-shoot Disney+ on my Canal+ set top box?

First, check that your subscription is correctly set up and valid via your Canal+ Subscription Settings.

If you have forgotten your password or want to reset it, follow these steps.

If you are logged-in but having issues with video playback, there are a few troubleshooting methods you can try if you’re experiencing any of the following while streaming Disney+:
● Buffering
● Connection errors
● Freezing videos
● Poor video quality
● Skipping


Here are six things you can do to clear up your picture:

1. Restart your Disney+ app
Fully exit Disney+ (and all other apps or programs running in the background on your streaming device). Next, try opening Disney+ again.

2. Power-off your device
Turn off your set top box (and the modem and router, if applicable). Next, restart the device and re-open your Disney+ app.

3. Check your Internet connection
Take a speed test on your device and compare the results with our recommended connection speeds.

4. Test other apps on your device
If you notice similar issues with other apps, it may be due to poor connectivity. If you see similar issues with other apps, visit Canal+ at for more information on how to improve your connection.

5. Update your device operating system
Please check that your device has the latest update before launching Disney+. For more information, please contact your service provider.

6. Check all components
To enjoy the highest-quality Disney+ experience, all components should support high-bandwidth digital content, including HDMI cables


Note: Older audio and video components can have an impact on quality and possibly prevent playback entirely.

(for customers in the Caribbean, contact Canal+ here. For customers in the Pacific, contact Canal+ here)

Need more help? If you’ve tried these steps and are still having playback issues, please contact Disney+ Customer Service. You can reach us 24/7 via chat, phone, or social media.