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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RachellLetts22
Level 7

Disney Plus STOPPED working

We've had the Disney+ app for awhile now, but recently within the last week or so it is stating "Disney+ is unavailable in your region." It works perfectly fine on my laptop and my mobile device, but will not work or sign in on ANY of my Roku TVs. It has previously worked on all 5 of our Roku TVs. I sat on the phone troubleshooting with support from Disney+ for 2 hours, and nothing they tried would fix the issue. They are supposed to look into the problem and email me with any potential fixes. In the mean time I thought I would check here to see if anyone had a similar issue. I am guessing it is a communication problem between my IP address and Disney+, but we just couldn't figure it out. Any help?

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7 REPLIES 7\
makaiguy
Community Streaming Expert

Re: Disney Plus STOPPED working

Are you using a VPN that might be masking your actual location?
Find out what location is reported for your internet connection's IP by going to a website like https://www.iplocation.net/
Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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istelecom
Level 8

Re: Disney Plus STOPPED working

if you are using VPN service, change the server you are using... same problem here, i was in a server in Los Angeles Ca, Change to San Francisco Ca and the service restore in my Roku,,,, 

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LordFig
Level 7

Re: Disney Plus STOPPED working

Same here, no VPN...loads Disney logo, the closes back to home...plz help

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RokuDanny-R
Roku Employee
Roku Employee

Re: Disney Plus STOPPED working

@LordFig

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? Please keep us posted.
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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gnomes13
Level 7

Re: Disney Plus STOPPED working

I clicked on the link you provided and well it tells me some information I do not understand. It says the name of the town I am in but other then that I have no idea how to read or change that info. I have done all the things that has been suggested and I am having no luck. I have no idea what to do from this point. Not sure why Roku is leaving us in the cold with this issue. 

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mcuplease
Level 7

Re: Disney Plus STOPPED working

I have the same issue. I've spent over an hour on the phone with Disney support and my service provider. I have no VPN. There is no "remove channel" option available. I can get Disney+ on my computer, but not on my Roku TV or either of my Roku stick TVs. What do I do now?

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RokuIrene-S
Roku Employee
Roku Employee

Re: Disney Plus STOPPED working

HI @gnomes13 @mcuplease

Thanks for the post.

Is there any error message when you try to open the channel? Are there any other channels that have the same issue? What is the Roku device model number that has the issue?

Did you restart your Roku before re-installing the channel? That step is crucial when performing the troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we suggest giving it a shot once again. For more information on how to remove the channel here is the link for you How to resolve a channel playback issue

Note that if you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option.


All the best,
Irene

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