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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Level 7

Disney Now, Could not locate user, CODE: 012-1206-403

Like the title says, on some Disney Now shows when I select I get a grey screen with this message;

Could not locate user

CODE: 012-1206-403

I tried getting an answer through the app's troubleshooting feature and have not received a reply for over a week.

Will someone please help.


Community Streaming Expert

Re: Disney Now, Could not locate user, CODE: 012-1206-403

I don't have this channel so can't give specifics, but you may be able to log off the channel and back on. You'll have to enter your login authentication info again, but that may re-establish your access. Look for "Settings" or "Options" or similar within the channel as a place to logoff/on.

Failing that you can try to remove and reinstall the channel:

1. Highlight channel on home screen.

2. Press * key and choose Remove channel option.

From home screen, Settings > System > System restart. This assures no remnant of the old installation remains in the Roku's memory.

4. After system restarts, find channel via Streaming Channels.

5. Highlight channel and install.

6. If channel requires a login, you may need to log in anew.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee, just a user like you.

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
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Level 7

Re: Disney Now, Could not locate user, CODE: 012-1206-403

I did the remove/restart/install and now the episodes I was having issues with don't even appear on the listings.

I do not have these problems when viewing on a PC. And no, watching on the PC is not adequate.

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Roku Employee
Roku Employee

Re: Disney Now, Could not locate user, CODE: 012-1206-403


Thanks for the inquiry.

If the issue remains unresolved after removing the channel, restarting and adding the channel back again, I'd recommend reaching out to Disney Now 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 Now 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:


Danny R.
Roku Forum Moderator
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