Issue Tracking Board

[Redneck610]

Model is 4670X- roku ultra,

sn YJ0003743475

device ID KW9990743475

software OS/ version 12.5.0 build 4178-46

only Disneyplus

Disneyplus version 1.38 build 2023120800

I was trying to go to do the last part you asked us to do, and we now have the screen to sign up for it. Not sure if what we did fixed it, but we had to delete our hulu account and now Disney plus works.

[RokuArjiemar]

@Redneck610,

That's great to hear that Disney Plus is now working.

Please feel free to let us know if you need any additional assistance!

Thanks,

Arjiemar

[Redneck610]

Ok we tried to sign up and when we added email address and create password it gave us the gray screen with the disney plus icon in the top left of srceen. From there we did the press the home button 5 times followed by the back button five times and got the following

model 4670X-roku ultra

serial number YJ0003743475 (KW9990743475)

software version 12.5.0  build 4178-46

GC version 10.4.45

time stamp 2023-12-17T21:48:46Z

issue ID 75-505-308

[Redneck610]

It did not work, issue tracker report says the following

Model 4670X-Roku ultra

Serial number YJ0003743475 (KW9990743475)

Software version: 12.5.0 build 4178-46

GC version: 10.4.45

Timestamp: 2023-12-17T22:50:29Z

issue ID 75-505-370

[RokuArjiemar]

@Redneck610,

Thanks for the post,

We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread.

We appreciate your patience and understanding in the meantime.

Thanks,

Arjiemar

[babybearr]

Hi ! Idk if it will work for you but my husband was able to fix it by logging into Disney plus on his phone & signed out of all devices & it should prompt you to sign in again once you open the app on your tv. Lmk if it works for you! 

[Trishchad]

How did u sign out all devices I can only log out of phones and iPads not the TVs there is no option for that. 

[babybearr]

Hey sorry I’m the husband here what I did was go through the Hulu app since we had the Disney plus bundle. I signed in through the iPhone to Hulu went to manage accounts and signed out of all devices which included Disney plus accounts for some reason and was able to get that weird gray Disney screen but you would have to sign back in again

[Yari0890]

I’m having the same issue. Just started happening maybe an hour ago and have been trying to troubleshoot through out that time and finally came here to see I’m not alone. 

anyone’s issue been fixed by Roku?

roku employees here’s my info: 

isp: Xfinity 
Device model: E4AA70R
Serial number: YN00F2557534

Device id: 0M814F557534
Software OS version: 12.5.0 build 4176-AM

 version/build of Disney channel: 1.38/2023120800

Tracker ID: 34-505-583

[babybearr]

If you have the Disney plus bundle with Hulu what I did was sign in through Hulu on the phone and went to manage accounts and signed out of all devices 

it worked just fine afterwards just have to sign back in