Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Level 7

Audio on Disney Plus streaming keeps cutting out?

Jump to solution

I have a Samsung soundbar connected to our main  TV. When streaming from Disney +, the audio cuts out intermittently. Only on Disney. It doesn't happen on Xfinity, Amazon or other streaming channels. It also doesn't happen on our other 2 TV's that use the TV provided audio, including Disney+

Please help.

Labels (1)
0 Kudos
1 Solution

Accepted Solutions
Highlighted
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

Jump to solution

@Macca 

Thanks for the update.

If the issue remains unresolved, I'd recommend reaching out to Disney+ directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Disney+ channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

You can reach them here: https://help.disneyplus.com/csp

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos
3 Replies
Highlighted
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

Jump to solution

@Macca 

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?


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Highlighted
Level 7

Re: Audio on Disney Plus streaming keeps cutting out?

Jump to solution

No luck Danny. On the Disney+ APP button and press *, there is no option to remove channel ?

thanks anyway

Ian

0 Kudos
Highlighted
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

Jump to solution

@Macca 

Thanks for the update.

If the issue remains unresolved, I'd recommend reaching out to Disney+ directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Disney+ channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

You can reach them here: https://help.disneyplus.com/csp

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

0 Kudos