Channels & viewing

[Adamant12x]

I have this same issue. Uninstalling, resulting and reinstalling didn’t help. 

[RokuTakashi · Accepted solution]

Hi, @Adamant12x

Thanks for posting, and welcome to the Roku Community.

We understand the issue you've experienced with Disney+ on your Roku device, and we'd be happy to help. We'll provide a troubleshooting step that will guide you to resolve the issue at hand. Kindly follow the steps below.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists after performing the provided troubleshooting step, you may want to contact the channel provider's support directly and inquire further about this issue for a workaround that needs an update on their end to resolve this since most channels on the Roku platform are designed and maintained by the channel providers themselves.

We hope you find this information useful, and feel free to contact us if you have further concerns or inquiries.

Best wishes,
Kash

[priglmeier]

This doesn't help.
I have spoken with Disney about this. They told me the same thing.

This issue happens 100% of the time after the ad(s) play.

The screen goes black and then freezes ... somethings gone wrong appears.

Then you start the stream again. It plays an ad and repeats.

[RokuJanadeeK · Accepted solution]

Thanks for letting us know, @priglmeier,

If the issue persists, we highly suggest contacting Disney Plus Support, as this issue may be specific to them. Please be guided that channels on the Roku platform are developed and maintained by the channel provider themselves. They are the best ones to provide further details regarding this channel functionality.

Let us know if you have further inquiries.

All the best,
Janadee

[gv77]

Same issue here and same results with trying to get help as everyone else.  I ended up upgrading to the add-free plan because Disney+ was useless otherwise.  Funny how that works isn't it?  

This has to be an issue with Disney+ itself, given that multiple users experience it.

[Jsantiago30]

So after all the finger pointing, it got you nowhere?

just asking so I save my time. My son woke me up complaining and I haven’t even had my coffee yet.

roku robots…did you figure out any solution? Please do copy/paste the same instructions 👏

[debazer]

I'm conspiracy minded enough to think that this is being done by Disney + ON PURPOSE, to:
1. Get more ad revenue by playing more ads after it freezes
2. Make people frustrated so that they pay more for ad free

[RokuCarly]

Hi Community users!

Thanks for letting us know about the streaming issues you've experienced within the Disney Plus app. We'd be happy to help you find the best resolution possible.

If you've already performed the troubleshooting steps provided by @RokuTakashi above to no avail, we'd be more than willing to coordinate this with the appropriate team to conduct a thorough investigation. 

With this being said, kindly provide us with the following details:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Channel build version.

We'll be looking forward to your response.

Best regards,
Carly

[JersarteH]

I’ve just started having this problem. Yesterday it was fine. I finished watching Agatha All Along (which apparently cursed me since that was the last thing I could watch.) and now any other show I try to watch starts to load. It plays the first commercial. Gets down to 2 seconds and then…. Nothing. Just stops. Black screen. I’m not even sure if it’s frozen or not. The ad logo is still in the upper corner but nothing else happens. I tried just waiting for it to continue. But it never does. And the Roku will go into screen saver mode if left long enough. Every other channel still plays fine. Just Disney+ does this. 

[RokuTakashi]

Hi, @JersarteH 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with the Disney+ app that freezes after an ad break, and our team would like to gather specific details for us to look into this issue further. Can you please provide the details requested by @RokuCarly above this thread?

This information will be the basis for our investigation.

We hope to hear back from your response along with the requested details.

Best wishes,
Kash