Forum Discussion

Jashurt's avatar
Jashurt
Newbie
4 years ago

Disney Plus not loading, just a button that says 'OK'

When I click on the Disney Plus app, the screen loads. But instead of going to the profiles page, it just goes to a screen with a button that says 'OK'.

I contacted Disney plus we cleared the cache we also rebooted my internet. And it still doesn’t work. They finally said something is wrong with my Roku. So, I went and bought a brand new Roku Express 4K + and it’s doing the same thing. Can anyone please help me? I’ve been paying for this for months and I can’t use it.

21 Replies

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    4 years ago

    Hello Jashurt

    Thanks for bringing this to our attention. Does the issue only occur on Disney+ or across other channels installed on your Roku device? Could you tell us when you started experiencing this problem? 

    Moreover, try running a software update on your Roku then let us know if there's any difference after. Check out this link for instructions: How to update the software on your Roku TV™ or Roku® streaming player.

    Please keep us posted!

    All the best,
    Kariza

    • Jaym71's avatar
      Jaym71
      Reel Rookie
      4 years ago

      Same with mine. And it is only with Disney +. It acts like it’s going to load once you click the profile but then just gives the OK button. When you click that it goes back to the Roku main menu. 

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        4 years ago

        Jaym71 

        Thanks for the post.

        Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.

        Does this clear up the issue you are seeing? Please keep us posted what you find out.

        Thanks,
        Danny

  • Stevenic98282's avatar
    Stevenic98282
    Newbie
    4 years ago

    So I got mine to work after setting in chat with Disney+ for an hour. I ended up removing my micro SD card and then removing the app and reinstalling it. The support guy said he poked something related to my IP address but I'm pretty sure it was the SD card causing issues.

  • CLW2's avatar
    CLW2
    Newbie
    4 years ago

    Same problem with Disney Plus app on TV. Have completed every suggested solution I have found on the internet. Worked fine until July 2021. Spent hours on the phone with both Roku and Disney Plus, each ending the call saying the problem was with the other provider. Have others found that calling either provided a solution?

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      4 years ago

      CLW2

      Thanks for the post. We would be more than happy to look into this issue for you. Can you please provide us the following information:
      -Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      -does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
      -tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
      -steps to reproduce the issue you are seeing

      Once we have this information we will be able to pass it along to the appropriate Roku team to investigate further.


      Thanks,
      Danny

      • Kuhlmannl66's avatar
        Kuhlmannl66
        Newbie
        4 years ago

        I was also having this same issue, but it appears to have resolved itself today randomly. 

  • chaggygirl's avatar
    chaggygirl
    Newbie
    3 years ago

    We've had luck with updating the channel- but as I type this- it doesn't seem to be working this time. Maybe it will work for you though!

    • chaggygirl's avatar
      chaggygirl
      Newbie
      3 years ago

      Actually it just worked again- seems to work. Go to the options, then check for updates and update it- then it works.

  • itsMACHgg's avatar
    itsMACHgg
    Newbie
    2 years ago

    Note: it is not Roku, I’m an IT professional, I’ve tried two mobile devices, two smart TVs, my desktop (windows OS) and my other desktop (macOS) same issue, I tried safari, Firefox and chrome, Disney+ is just failing to connect users to their server side cloud database. Don’t stress yourself out or let anyone think it’s you or your equipment.

    • Marc11's avatar
      Marc11
      Reel Rookie
      2 years ago

      if I remember correctly, I resolved this issue by changing my DNS server, check that.