Current Issues

Current Issues

Last updated: November 13, 2026, 2:16pm MST

This page lists confirmed issues currently affecting the EKKL service, along with their status and any available workarounds. We update it as issues are identified and resolved.

Current status

-Sign-in issue: members can’t access the app

Status: Recovering, access is returning for some members
Started: November 13, 2026, approximately 9:30am MST
Affected: Signing in, and opening the app while already signed in, on all devices

Some members are unable to access EKKL right now. This can happen when signing in, or when reopening the app while already signed in, in which case you may be signed out automatically. You may see one of these error messages:

Something went wrong. We couldn’t reach the sign-in service. Please check your connection and try again. (AUTH-10)

Something went wrong. YOU CAN NOT USE THE SERVICE OUTSIDE OF THE NETWORK (AUTH-10)

Both messages are caused by the same issue. We’ve confirmed it’s related to the ongoing Microsoft service outage that began on November 12, which is affecting many companies and services worldwide. Despite what the error messages say, this problem isn’t caused by your internet connection, location, device, or account.

We’re starting to see access return, and many members can now sign in again. Because recovery depends partly on Microsoft, some members may still see these errors for a while longer. We’ll update this page as soon as access is fully restored.

What you can do in the meantime

• Try signing in again. Close the app completely, reopen it, and sign in with your existing email and password. If you were signed out earlier, you can sign back in now.
• If you still see an AUTH-10 error, please wait and try again later. This means the outage is still affecting your access, and it should clear up as recovery continues. There’s no need to keep retrying repeatedly.
• There’s no need to reinstall the app, reset your password, or change your network or device settings. These steps won’t fix this issue.
• Your account, subscription, and watch history are not affected.

Updates

• 2:16pm MST: Access is starting to return, and some members can sign in again. If you’re still seeing error AUTH-10, please wait a bit and try again later. We’ll continue monitoring until access is fully restored.
  
• 10:45am MST: We’ve identified the cause. This issue is related to the ongoing Microsoft service outage that began yesterday. We’re monitoring their recovery and will restore access as soon as possible.
  
• 10am MST: We’ve confirmed this issue also affects members who were already signed in. Reopening the app may show error AUTH-10 and sign you out. We’re continuing to investigate.
• 9:30am MST: We’re aware that some members are unable to sign in and are seeing error AUTH-10. Our team is investigating.

How to use this page

• Check here first if something isn’t working. If we’ve confirmed and are tracking the issue, it’ll be listed above with the latest status.
• An issue listed here is already known to our team. You don’t need to report it, though you’re welcome to contact support if you’d like to be notified when it’s resolved.
• This page covers confirmed, service-wide issues only. Problems affecting a single account, an unsupported device, or a local network won’t appear here.

Reporting a problem

If you’re seeing the AUTH-10 sign-in error described above, there’s no need to contact us. We’re already working on it, and this page will have the latest updates.

If you’re experiencing a different issue that isn’t listed, email support@ekkl.com or use the chatbot on our website. Please include your account email, the device you’re using, and a description of what’s happening. Our support hours are Monday through Friday, 9:00 AM to 5:00 PM MST. Due to this issue, response times may be longer than usual.