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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User117
Level 7

Error: An unexpected problem (but not server timeout or HTTP error) has been detected

Experiencing this error with Disney+.

Honestly, this is the most useless error message I have ever seen. I know it’s best practice to keep error messages ambiguous, but this is literally useless as Roku customer support. Roku CS says talk to Disney, Disney CS says talk to Roku. Roku moderators on here only ever respond with “uninstall, restart, reinstall”.... like for real? 

Product is **bleep**. Service is **bleep**. UI is **bleep**. Returning this POS if I can’t resolve it in the next day or two. 

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4 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Error: An unexpected problem (but not server timeout or HTTP error) has been detected

@User117

Thanks for the post.

Are you seeing this error message only on the Disney+ channel? If so, you will need to contact the channel provider for further assistance. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach Disney+ support here: https://help.disneyplus.com/csp?lang=en-us
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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LookinForAnswer
Level 7

Re: Error: An unexpected problem (but not server timeout or HTTP error) has been detected

I have this exact same problem on all my Roku sticks!  Specific content on Disney plus won't play on my Roku, but will play just fine on my Android phone or my computer.  Seems like something up with Roku, but none of the standard trouble shooting helps.  Has anyone resolved this issue?

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RokuMary-F
Roku Employee
Roku Employee

Re: Error: An unexpected problem (but not server timeout or HTTP error) has been detected

Hi @LookinForAnswer,

Thanks for the note.

If the issue is only with the channel alone, this is a good indication that there likely an issue within that specific channel that will need to be addressed with an update from the channel publisher. Channels on Roku are created and maintained by each channel publisher. In this case, you'll want to reach out to that channel publisher directly to share your feedback. 
You can reach their support team here: https://help.disneyplus.com/csp?id=csp_index

Thanks,

Mary

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LookinForAnswer
Level 7

Re: Error: An unexpected problem (but not server timeout or HTTP error) has been detected

I figured out the problem and it didn't have anything to do with Roku or Disney Plus.  Turns out my new wireless mesh system has some odd wireless configuration that was interfering with the Roku streaming of sporadic Disney Plus shows.  I had to switch back to my non-mesh network router for just my Roku sticks and everything is working fine now.  Still not sure what the specific settings are on the mesh causing the problem, but sure would be nice if Roku had some technical guidance to help consumers.

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