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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hrd23
Level 7

Disney plus not working

My Disney plus app will no longer work. I get the error message "error:1408F10BSmiley FrustratedSL routines: ssl3_get_record:wrong version number"

I have tried checking for channel and system updates, restarting the TV. For some reason, there is no option to remove the channel on the * menu. I have version 1.10 build 2020110200. My system software version is 9.4.0 build 4200-30. Any ideas?

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4 Replies
hrd23
Level 7

Re: Disney plus not working

That was supposed to be ": S" (no space) not an emoji in the error code

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Visitor45763
Level 10

Re: Disney plus not working


@hrd23 wrote:

For some reason, there is no option to remove the channel on the * menu. I have version 1.10 build 2020110200. 


If there's no option to remove the app (home screen, highlight the app's tile, press "*"), your only choice appears to be home>settings>system>advanced>factory reset. You'll lose all your settings. 

The official answer will probably be to contact Disney app's support. I'm thinking factory reset would be the path of least resistance.

But, I honestly don't understand how an external app could not have the "remove" option. Roku shouldn't be letting that happen. Seems like that would have to be a Roku problem. In which case you should go to home>settings>system>about and post the Roku tv model #, tv brand model #, serial # (the software version you've already posted). Not posting that info will probably also be the path of least resistance (nothing ever gets fixed around here.).

"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
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StreamerUser
Level 15

Re: Disney plus not working

When an app cannot be removed, it is usually because the subscription for the service was obtained through Roku Pay.

In order to be able to remove such apps, the Roku-based subscription has to be cancelled first.

If you subscribed to D+ through Roku Pay, you'll need to cancel the sub first then remove the app, restart the TV, then reinstall the D+ app (I recommend subscribing directly to D+).

You can check your subscriptions at https://my.roku.com/account/subscriptions

And yes, the app management design is terrible - no matter whether subscribed or not or the method of subscription, apps should always be removable under all circumstances always.

RokuDanny-R
Roku Employee
Roku Employee

Re: Disney plus not working

Hi everyone,

Thanks for the posts.

For more information about that channel's features and functionality, you'll want to contact Disney+ support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach Disney+ support here: https://help.disneyplus.com/csp

Thanks,
Danny

Danny R.
Roku Forum Moderator
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