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Hi Community users,
We've received reports from community members that the channel logo and a gray screen show up when they attempt to access Disney Plus.
Image of the issue:
We believe this issue has been resolved for most people, if not all of them, thus in the interest of maintaining order, we will close this discussion now.
If this problem persists, please create a new thread and send me a private message.
This post will be marked as solved and the discussion will be locked. We thank everyone who reported this and for their patience as we strive to provide our customers with the best streaming experience.
Roku Community Team
Roku Community Moderator
Accepted Solutions
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Hi, Community users!
We appreciate you all for bringing this to our attention and sincerely regret any trouble and inconvenience this may have caused.
Please be aware that our Engineering team is currently in the process of determining the root cause of this occurring issue and finding the best resolution possible.
Rest assured that if more information is available, we will make sure to update this thread.
Once again, your patience and understanding are highly appreciated as we work on this.
Best regards,
Carly
Roku Community Moderator
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Hi Community users,
We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.
If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.
This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.
Happy Streaming! 💜
Roku Community Team
Roku Community Moderator
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Disney plus screen all gray with logo
Why can’t I get anything but a gray screen on Disney when I go to log in on my Roku tvs all 4 will not let me into Disney, there is no sign in are nothing just gray screen with Disney name up on the left side
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Re: Disney plus screen all gray with logo
Hi, @Trishchad
Thanks for reaching out, and welcome to the Roku Community.
We acknowledge the concern you had with Disney+. We'll provide some series of troubleshooting step to resolve this. As a start, restart your modem/router. Second, follow the steps below:
- Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
- Do a system restart by navigating to Settings > System > System Restart.
- Add the channel back by searching for it from the "Streaming Store."
After this, kindly check if you're still experiencing the same issue. Let us know what you find out.
All the best,
Kash
Roku Community Moderator
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Re: Disney plus screen all gray with logo
I did this and it did not help.
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Re: Disney plus screen all gray with logo
Hi @Trishchad,
Thanks for joining us here in the Roku Community!
We see that you are also having this issue, and thanks for reporting it. Do you see an available update of this by navigating to the channel tile and pressing the * sign button on your device, then checking now? In addition, could you also tell us if you were able to access this before and when you started seeing this behavior?
Please keep us posted!
Thanks,
Rey
Roku Community Moderator
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Re: Disney plus screen all gray with logo
Same exact issue here. It started about a week ago. I noticed the disney plus app version/build is dated 11/27/23. And that's about when the issue started. I'm guessing it started with that version and we will have to wait for the next update.
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Re: Disney plus screen all gray with logo
Tried all if these, unplugged my tv and everything. Nothing has fixed this issue
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Re: Disney plus screen all gray with logo
We're sorry to hear about the issues you've run into with Disney+. We would be more than happy to look further into this. Kindly provide us with the following information:
- Who is their ISP (internet service provider)?
- Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
- What version/build is the Disney+ channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
- Tracker ID when this issue occurs (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).
- A photo or video clip referring to the issue,
Once we have this information, we will be able to investigate further.
We hope to hear back from you.
All the best,
Kash
Roku Community Moderator
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Re: Disney plus screen all gray with logo
Did that still not working on three of my Roku TVs only working on one tv
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Re: Disney plus screen all gray with logo
Hi, @Trishchad
Thanks for the response,
Kindly provide the following information requested above this thread. These details will be forwarded to the appropriate Roku team for further investigation.
Hoping to hear your response.
All the best,
Kash
Roku Community Moderator