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Trishchad
Binge Watcher

Re: Disney plus screen all gray with logo

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So ur telling me u want all three of my TVs and then all my kids Roku stuff at their homes plus about 40 people from my fb page that’s having the problems plus everyone one in this group it’s kind of crazy u guys can’t get this fixed when it’s a ton of people with the same issues and it’s only Disney plus with the problems cause all other apps work sounds to me there needs to be a update done to fix everyone problem. And fyi I did send all this info once on one tv and out of 4 TVs only one works with Disney plus 

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RokuJanadeeK
Community Moderator
Community Moderator

Re: Disney plus screen all gray with logo

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We understand, @Trishchad.

We only need the details from one of your devices and our team will take it from there.

Thanks,
Janadee

Nadee K.
Roku Community Moderator
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SilentRacket
Reel Rookie

Re: Disney plus screen all gray with logo

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@RokuTakashi @RokuJanadeeK @RokuCarly 

I am encountering the exact same issue. I’ve gone through all of the troubleshooting steps provided by the Disney+ technical support and nothing has worked.

I’ve noticed when installing the Disney+ app it very briefly shows adding “Roku HLS Interstitial Library”. I’ve never seen that with any other apps. Could that be related to the issue?

IMG_3724.jpeg

IMG_3725.jpeg

IMG_3732.jpeg

 

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Shawnarose21
Reel Rookie

Re: Disney plus screen all gray with logo

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Tracker id: JF-498-686

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RokuJanadeeK
Community Moderator
Community Moderator

Re: Disney plus screen all gray with logo

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Thanks for this information, @Trishchad.

Our team will also need the other details requested above to investigate this further.

We're hoping for the follow-up.

Regards,
Janadee

Nadee K.
Roku Community Moderator
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Mrnerdwonder
Reel Rookie

Re: Disney plus screen all gray with logo

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Hey.

 

I have a similar grey screen

 

I am a TCL Model 43S431

Hardware ID: G108X

Serial Number: X01200KRSKS2

Software version: 12.5.0 • 4176-CG

Device ID: S0A8G2ARSKS2

 

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RokuJechealR
Community Moderator
Community Moderator

Re: Disney plus screen all gray with logo

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Hi @Mrnerdwonder,

A warm welcome to the Roku Community!

Thanks for sharing the device information that is needed. Would you mind giving us the missing information, which is the Tracker ID?

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.)

We'll be eager to wait for your update.

All the best,

Chel

Jecheal R.
Roku Community Moderator
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Andrewjc
Newbie

Re: Disney plus screen all gray with logo

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same issue with mine! 

Model: G141x

serial number: x01200ggt4aj (s0jxf2cgt4aj)

software:12.5.0

gc version: 10.4.45

issue ID AJ-502-592

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Mrsfrenchy
Channel Surfer

Re: Disney plus screen all gray with logo

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i havent checked the second tv but one of my tvs has started working avain for disney+

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Mrnerdwonder
Reel Rookie

Re: Disney plus screen all gray with logo

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Hey @RokuJechealR 

Here it is! S2-502-604

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