Forum Discussion

Adamant12x's avatar
2 years ago
Solved

Disney Plus is freezing after ad breaks

I have this same issue. Uninstalling, resulting and reinstalling didn’t help. 

  • Hi, Adamant12x

    Thanks for posting, and welcome to the Roku Community.

    We understand the issue you've experienced with Disney+ on your Roku device, and we'd be happy to help. We'll provide a troubleshooting step that will guide you to resolve the issue at hand. Kindly follow the steps below.

    1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
    2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
    If the issue persists after performing the provided troubleshooting step, you may want to contact the channel provider's support directly and inquire further about this issue for a workaround that needs an update on their end to resolve this since most channels on the Roku platform are designed and maintained by the channel providers themselves.
     
    We hope you find this information useful, and feel free to contact us if you have further concerns or inquiries.
     
    Best wishes,
    Kash
     
     
     
     
     
  • Thanks for letting us know, priglmeier,

    If the issue persists, we highly suggest contacting Disney Plus Support, as this issue may be specific to them. Please be guided that channels on the Roku platform are developed and maintained by the channel provider themselves. They are the best ones to provide further details regarding this channel functionality.

    Let us know if you have further inquiries.

    All the best,
    Janadee

11 Replies

  • I’ve just started having this problem. Yesterday it was fine. I finished watching Agatha All Along (which apparently cursed me since that was the last thing I could watch.) and now any other show I try to watch starts to load. It plays the first commercial. Gets down to 2 seconds and then…. Nothing. Just stops. Black screen. I’m not even sure if it’s frozen or not. The ad logo is still in the upper corner but nothing else happens. I tried just waiting for it to continue. But it never does. And the Roku will go into screen saver mode if left long enough. Every other channel still plays fine. Just Disney+ does this. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator

      Hi, JersarteH 

      Thanks for posting here in the Roku Community.

      We appreciate you for letting us know about the issue you have encountered with the Disney+ app that freezes after an ad break, and our team would like to gather specific details for us to look into this issue further. Can you please provide the details requested by RokuCarly above this thread?

      This information will be the basis for our investigation.

      We hope to hear back from your response along with the requested details.

      Best wishes,
      Kash

      • debazer's avatar
        debazer
        Reel Rookie

        Disney+ likely benefits financially from the bug, albeit indirectly, since the app’s freezing forces users to restart ad blocks, thereby increasing the total number of ad impressions logged.

        Each impression potentially translates into additional advertising revenue, particularly if Disney+ charges advertisers on a CPM (cost per thousand impressions) basis.

        If this is indeed the case, the financial gain could create less urgency to resolve the bug, especially since Disney+ subscribers on yearly plans are somewhat “locked in,” reducing immediate churn risk.

        While Disney+ likely has the resources to predict potential losses from subscriber dissatisfaction, they may have calculated that the bug’s impact on revenue from additional impressions outweighs the risk of subscriber attrition, particularly if many users tolerate or workaround the issue.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator

    Hi, Adamant12x

    Thanks for posting, and welcome to the Roku Community.

    We understand the issue you've experienced with Disney+ on your Roku device, and we'd be happy to help. We'll provide a troubleshooting step that will guide you to resolve the issue at hand. Kindly follow the steps below.

    1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
    2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
    If the issue persists after performing the provided troubleshooting step, you may want to contact the channel provider's support directly and inquire further about this issue for a workaround that needs an update on their end to resolve this since most channels on the Roku platform are designed and maintained by the channel providers themselves.
     
    We hope you find this information useful, and feel free to contact us if you have further concerns or inquiries.
     
    Best wishes,
    Kash
     
     
     
     
     
    • priglmeier's avatar
      priglmeier
      Reel Rookie

      This doesn't help.
      I have spoken with Disney about this. They told me the same thing.

      This issue happens 100% of the time after the ad(s) play.

      The screen goes black and then freezes ... somethings gone wrong appears.

      Then you start the stream again. It plays an ad and repeats.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator

        Thanks for letting us know, priglmeier,

        If the issue persists, we highly suggest contacting Disney Plus Support, as this issue may be specific to them. Please be guided that channels on the Roku platform are developed and maintained by the channel provider themselves. They are the best ones to provide further details regarding this channel functionality.

        Let us know if you have further inquiries.

        All the best,
        Janadee