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AndrewMin's avatar
AndrewMin
Reel Rookie
5 years ago
Solved

How to fix Disney Plus not loading

I am using a Roku TV (one of the TCLs). Having a very odd issue with the Disney Plus channel. When I open any movie on Disney plus, it loads for a little bit (the Dolby logo even shows up in the top right) but before the movie plays, it freezes. This has been happening for the last few days. Sometimes it gets to a Buffering Timeout; sometimes it just crashes.

  • Other channels (e.g., ESPN) play just fine
  • I have reinstalled the Disney+ channel
  • I have restarted the TV

Perhaps most strangely, if I play a Disney+ movie on my iPhone or iPad, it plays fine. Then, when I try to AirPlay it to the TV, it has the exact same issue. However, when I airplay using my Mac, it works fine.

  • StreamerUser's avatar
    StreamerUser
    5 years ago

    Your RokuOS firmware may have updated recently and be the source of this (you didnt mention the model # or firmware version)

    Correct app reinstallation procedure for Roku:

    1) Remove app

    2) RESTART Roku (Settings/System/Power/System restart/Restart) <-- MUST DO THIS HERE!!

    3) Reinstall app


    You might also consider completely powering down your TCL for 10-15 minutes (unplug from wall) in addition to what renojim suggested.

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  • StreamerUser's avatar
    StreamerUser
    Roku Guru
    5 years ago

    Your RokuOS firmware may have updated recently and be the source of this (you didnt mention the model # or firmware version)

    Correct app reinstallation procedure for Roku:

    1) Remove app

    2) RESTART Roku (Settings/System/Power/System restart/Restart) <-- MUST DO THIS HERE!!

    3) Reinstall app


    You might also consider completely powering down your TCL for 10-15 minutes (unplug from wall) in addition to what renojim suggested.

    • kayla_evelyn28's avatar
      kayla_evelyn28
      Newbie
      5 years ago

      There’s something wrong on Roku’s end. I’ve done everything. My app will load fine, but once I select a movie or show it glitches to the point where my whole Roku needs its cache cleared. Also, when glitching it tries to narrate what’s happening as if I can’t see it. 

      I've reset in the correct order, unplugged Roku, I’ve cleared the cache, I’ve factory reset, I’ve un-plugged my modem, and I’ve unloaded/ re-downloaded the app several times. Everything is up to date and I’ve checked several times. I even talked with Disney Plus customer service and they did everything they could thing of. Nothing is working. 

      With this being said, I need actual help. Roku needs to fix this as it sounds like a channel version update is needed based on the amount of “Disney +” complaints I’ve seen. 

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        5 years ago
        kayla_evelyn28 wrote:

        There’s something wrong on Roku’s end. I’ve done everything. 
        My app will load fine, but once I select a movie or show it glitches to the point where my whole Roku needs its cache cleared. Also, when glitching it tries to narrate what’s happening as if I can’t see it. 
        I've reset in the correct order, unplugged Roku, I’ve cleared the cache, I’ve factory reset, I’ve un-plugged my modem, and I’ve unloaded/ re-downloaded the app several times. Everything is up to date and I’ve checked several times. 

        I even talked with Disney + customer service and they did everything they could thing of. Nothing is working. 

        With this being said I need actual help. Roku needs to fix this as it sounds like a channel version update is needed based on the amount of “Disney +” complaints I’ve seen. 

        You haven't mentioned what device(s) you are having this Disney+ app issue with (your account indicates 2: a 3600 and a 3810) or what their firmware version and Disney+ app version actually is.

        Are you having the exact same issue with the D+ on both devices?

        Do you have any other apps installed? Do you have a similar issue with those apps?

        Also, not sure what you mean by "whole Roku needs it cache cleared" and how you accomplished that, or what "resetting in the correct order" is, but there IS a correct order for app re-installation, and nothing you said indicated you did that:

        Correct app re-installation procedure for Roku:

        1) Remove Disney+ app (Highlight the app, press the Options (*) button on the remote, then Remove)

        2) RESTART Roku (Settings/System/System restart/Restart) <-- MUST DO THIS HERE!!

        3) Reinstall Disney+ app

    • AndrewMin's avatar
      AndrewMin
      Reel Rookie
      5 years ago

      For what it's worth, this worked for me (i.e., removing the app, restarting, and then installing the app).

      • SEnger72's avatar
        SEnger72
        Newbie
        3 years ago

        I have had this issue for a week and tried every suggestion given and then some to no avail.  Any ideas?

  • renojim's avatar
    renojim
    Community Streaming Expert
    5 years ago

    That's a strange one.  I would suggest trying to restart your modem/router and then restart the TV again.