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.
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Macca
Level 7

Audio on Disney Plus streaming keeps cutting out?

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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.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

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@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

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RokuDanny-R
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

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@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
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Macca
Level 7

Re: Audio on Disney Plus streaming keeps cutting out?

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

thanks anyway

Ian

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RokuDanny-R
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

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@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

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ruiztar
Level 7

Re: Audio on Disney Plus streaming keeps cutting out?

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The exact same thing happens to me. I have just purchased the new Roku ultra 2020, and I am having these problems, but only with Disney plus. This is as of March, 28, 2021.

Thanks for creating the topic.

@Macca wrote:

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.

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RokuMary-F
Roku Employee
Roku Employee

Re: Audio on Disney Plus streaming keeps cutting out?

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Hi @ruiztar,

Thanks for the post.

We recommend starting here to troubleshoot channel issues: Follow these steps in order:
1.Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel'.
2.Next, restart your device from Settings>System>System restart. (For Roku TV Settings>System>Power>System restart)
3.Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
If that still doesn't clear up the issue you're experiencing, we recommend contacting the channel provider directly to follow-up for more help. They’ll be able to best assist with any issues that are occurring within their channel.

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

Thanks,

Mary

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ruiztar
Level 7

Re: Audio on Disney Plus streaming keeps cutting out?

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Thank you, Mary.

I did everything, but no cigar. After I did all the work, I later noticed that is not just Disney. Atmos mode doesn't work on any of the apps (so far I've tried Netflix, prime, and HBO Max).
It works fine on Dolby Digital plus/DTS, but I did not buy this unit for that. I bought it for the Atmos experience.
Maybe the Roku ultra 2020 (4800 series) isn't ready and the company released it too soon. I think it needs major software updates to resolve this problem. There are many forums talking about this issue with Roku.
It will be greatly appreciated if you can forward this to the engineering department. Thank you.

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