Forum Discussion

RokuMary-F's avatar
RokuMary-F
Community Moderator
2 years ago
Solved

[SOLVED] Disney Plus with a gray screen and the channel logo displayed

Hi Community users,

We've received reports from community members that the channel logo and a gray screen show up when they attempt to access Disney Plus.

Image of the issue: 

We believe this issue has been resolved for most people, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

If this problem persists, please create a new thread and send me a private message.

This post will be marked as solved and the discussion will be locked. We thank everyone who reported this and for their patience as we strive to provide our customers with the best streaming experience.

Roku Community Team

 
Fixed
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Trishchad 

    Thanks for reaching out, and welcome to the Roku Community.

    We acknowledge the concern you had with Disney+. We'll provide some series of troubleshooting step to resolve this. As a start, restart your modem/router. Second, follow the steps below:

    1. Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
    2. Do a system restart by navigating to Settings > System > System Restart.
    3. Add the channel back by searching for it from the "Streaming Store."

    After this, kindly check if you're still experiencing the same issue. Let us know what you find out.

    All the best,
    Kash

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi, Community users!

    We appreciate you all for bringing this to our attention and sincerely regret any trouble and inconvenience this may have caused.

    Please be aware that our Engineering team is currently in the process of determining the root cause of this occurring issue and finding the best resolution possible. 

    Rest assured that if more information is available, we will make sure to update this thread.

    Once again, your patience and understanding are highly appreciated as we work on this. 

    Best regards,
    Carly

  • RokuMary-F's avatar
    RokuMary-F
    2 years ago

    Hi Community users,

    We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! ðŸ’œ

    Roku Community Team

  • Trishchad's avatar
    Trishchad
    Binge Watcher
    2 years ago

    Why can’t I get anything but a gray screen on Disney when I go to log in on my Roku tvs all 4 will not let me into Disney, there is no sign in are nothing just gray screen with Disney name up on the left side 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Trishchad 

      Thanks for reaching out, and welcome to the Roku Community.

      We acknowledge the concern you had with Disney+. We'll provide some series of troubleshooting step to resolve this. As a start, restart your modem/router. Second, follow the steps below:

      1. Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
      2. Do a system restart by navigating to Settings > System > System Restart.
      3. Add the channel back by searching for it from the "Streaming Store."

      After this, kindly check if you're still experiencing the same issue. Let us know what you find out.

      All the best,
      Kash

    • Atyson1220's avatar
      Atyson1220
      Newbie
      2 years ago

      I'm having an issue with all tvs showing a gray screen with just the disney+ logo. 

       

      • Mehudson2002's avatar
        Mehudson2002
        Reel Rookie
        2 years ago

        Is there a universal fix for this Disney Plus issue? I just purchased a Roku TV today and only see the gray screen when I start the Disney Plus app. Very disappointing. 

    • Redneck610's avatar
      Redneck610
      Channel Surfer
      2 years ago

      What do you do if there are on option available once you launch the Disney+ app. All I get is a grey screen with the Disney+ logo in the upper left corner.

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! Redneck610,

        A warm welcome from the Roku Community!

        We appreciate you reaching out to us. We're pleased to assist.

        • Is this the first time you have experienced this issue?
        • Does the issue occur on only this channel, multiple channels, or all channels?
        • What troubleshooting steps have you taken so far to resolve the issue?
        • Did removing the channel, restarting the player, and then adding the channel back again resolve the issue?

        Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

        Thanks,

        Arjiemar

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    2 years ago

    Hi Community users,

    We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! ðŸ’œ

    Roku Community Team