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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Txpsychopixie
Level 7

Disney+ protected content error

I have the Roku Ultra. I keep getting the “Error cannot play protected content” for several months now and have done everything I have found to do to try to troubleshoot this issue. There are days when it works fine but today with every episode I watch I get the error and have to back out of the app and turn my TV & Roku off and back on in order to get it to play. Is there anything else that can be done to prevent this from happening? Here is a list of things I have done:

1. Reset Roku through settings (several times)

2. Deleted app, reset Roku, reinstalled app

3. purchased a new HDMI cord 

4. swapped spots on the TV with HDMI cord 

Those are all the steps I have found to do between here and Reddit and other places. It is getting very aggravating to reset the device and have to sign into all of the different accounts I have. I really hope someone can help!! 

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3 Replies
StreamerUser
Level 16

Re: Disney+ protected content error

You didnt state which Roku Ultra model you have (the 2020 Ultra is the 4800), your firmware version, or your Disney+ app version, and it also isnt clear what you mean by "reset":

Do you mean "Restart"? (Settings/System/System restart)

or "Network Connection Reset"? (Settings/System/Advanced system settings/Network connection reset)

or "Factory Reset"? (Settings/System/Advanced system settings/Factory reset).

1) Some people have reported simply restarting fixes the issue.

2) Others have reported network connection reset fixes the issue.

3) And yet others have reported a factory reset fixes the issue.

If you havent done the above 3, in order, you should - otherwise there are a couple of other things to try/check as well on your Ultra:

1) Disable Auto adjust display refresh rate: Settings/System/Advanced system settings/Advanced display settings

2) Manually configure your Display:  Settings/Display/choose a resolution

Additionally, non-Roku fixes include:

1) Check/update your (unknown brand/model) TV's firmware

2) Restart/reboot all networking equipment (modem/router/gateway)

 

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Txpsychopixie
Level 7

Re: Disney+ protected content error

Hi there! Model is 4662RW, Software version is 9.4.0 build 4200-46, Disney+ app version 1.11 build 2021021200. I did all three of those steps in order at least three times over the past couple of months! And let me tell you it’s aggravating!! Lol! I did however just check and saw that my Display refresh rate is not on auto and my screen resolution is now set at 1080p. Hoping those little things help! I promise I’ve tried troubleshooting as much as I can in order to be as proactive as possible and not bother anyone! I will look into this further if I still have problems. Thanks again! 

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StreamerUser
Level 16

Re: Disney+ protected content error

If Settings/Display is set to "auto detect", manually select something else (do not leave it at auto detect).

Try restarting all of your network equipment (modem/router/gateway), and check to see if there is an updated firmware version for your TV.

For some non-Roku platforms that get this error, disabling IPv6 works (either in the device or in the modem/router/gateway)

Its also worth reporting it to directly to Disney+ (its their app):  https://help.disneyplus.com/csp

 

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