Forum Discussion

AW8's avatar
AW8
Reel Rookie
7 months ago
Solved

Unable to load any videos when streaming Disney Plus

Bought a new tv last week (Polaroid Roku 50”) all apps working except Disney+. The app opens and signs me in as normal but when I choose something to watch it won’t load. Disney is working fine on other devices. 

So far I’ve tried:

Updating Disney (says app is up to date)

Updating Roku 

System restart

Deleting app and reinstalling

Clearing cache 

Factory reset

Using Ethernet instead of wireless connection to TV (connection test said wifi was fine but wanted to rule this out)

Anyone got any suggestions?

app playback
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    7 months ago

    Hi Community Users,

    We’re happy to report that this issue has been resolved for most users!

    If you're still experiencing the problem, please feel free to start a new thread, and we'll continue to assist you. 
    We’ll be closing this discussion now and marking it as solved. A big thank you to everyone who reported this and for your patience as we worked through it!

    Happy Streaming! 💜
    The Roku Community Team

23 Replies

    • AW8's avatar
      AW8
      Reel Rookie
      7 months ago

      Disney working for me too now. 
      Still unable to watch Now TV though - just get taken to the page to buy a subscription 

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        7 months ago

        Hi Community Users,

        We’re happy to report that this issue has been resolved for most users!

        If you're still experiencing the problem, please feel free to start a new thread, and we'll continue to assist you. 
        We’ll be closing this discussion now and marking it as solved. A big thank you to everyone who reported this and for your patience as we worked through it!

        Happy Streaming! 💜
        The Roku Community Team

  • xcheri19x's avatar
    xcheri19x
    Reel Rookie
    7 months ago

    I’ve had the exact same issue but it’s STV Player as well as Disney, I’ve also tried moving the apps to the top as well as everything you have suggested. I’m at a loss 😢😢

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      7 months ago

      Thanks for posting here in the Roku Community, xcheri19x, and AW8. 

      We understand that you're having trouble streaming on Disney Plus. We're here to investigate this. 

      Could you please let us know what error message or the exact behavior of the app? (Buffering, won't open when clicking, or is it related to a specific content?)

      In the meantime, we would recommend reaching out to the Disney Plus support team for further assistance and checking for any other workarounds on this. Thanks for understanding and for your participation here in the Roku Community. 

      Please don't hesitate to reach out if you need more assistance.

      All the best,
      Emman

      • xcheri19x's avatar
        xcheri19x
        Reel Rookie
        7 months ago

        Emmanuel, it’s not just Disney plus on my device, it’s STV Player also, both apps having the same problem. They open and let you pick something to watch but then it goes to a spinning wheel once you have picked and that’s all that happens. I’ve tried everything, restarting the TV, uninstalling restarting then downloading the apps, moving the apps, checking connection, factory reset, nothing at all works, 

  • Cassie1234's avatar
    Cassie1234
    Reel Rookie
    7 months ago

    Hello I just bought a Roku tv 4k 50ninch.

     

    Everything works fine apart from didney plus I can get to the point of choosing a film. But when I click to watch it there's just the circle of death. 

    I've tried

    restarting the TV 

    Restarting the app

    Clearing cache

    Deleting the app system restart them reinstalling the app

    Full factory reset 

    Full system restart

    Nothing gets ridnofnthe death circle. 

    Can any one help ? 

    Disney plus themselves mentioned ipv6 but I've no idea how tk tell what that is. 

  • Cassie1234's avatar
    Cassie1234
    Reel Rookie
    7 months ago

    I'm having the exact same issue with the exact same tv.

     

    Did you get it sorted ? I tried speaking with disney plus and they mentioned an ipv6 to change but for the life of me I can't find it

     

  • Chalky18's avatar
    Chalky18
    Reel Rookie
    7 months ago

    I've had the same issue on my poloroid roku tv disney plus and tubi won't load videos. I have tried all the trouble shooting even factory reset the tv and still the same issue. I have roku on all my other tvs and the apps work.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      7 months ago

      Hi Community Users!

      Thanks for posting here in the Roku Community!

      We understand that the Disney Plus channel on your Roku will not load, and we're here to keep an eye on this matter for you.

      Could you supply all the information below so we can take a further look at this, such as, 

      • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)
      • Photo or short video clip of the incident. 

      We are eager to get you back on streaming and providing all the details above will make us one step closer to the resolution. 

      Thanks,
      Emman

      • Cassie1234's avatar
        Cassie1234
        Reel Rookie
        7 months ago

        RokuEmmanuel-D Emmanuel

         

        When is this going to be sorted ? With Christmas coming up I've bought a tv that should work with Disney plus but doesn't.

        I'm pay a subscription fee and not using it! 

        It's been two weeks since i first reported the issue.