Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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JWA0213
Level 7

Disney+ Playback Issue

So i have a Roku Premiere and when i go to watch something on Disney+. I will get audio but no video and then it be as if the roku turned off and then it will show again and sometimes it will show video and audio but the video will flicker then back to being as if it was off. THIS ONLY HAPPENS WITH DISNEY+. It does not happen with HBO Max, Prime Video, Youtube, or the AT&T TV app. I tried restarting the device, pressing the reset button on the back, unplugging for a minute, Auto refresh rate is off, I have it set to what my tv supports. I just dont know what to do.

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4 Replies
atc98092
Level 21

Re: Disney+ Playback Issue

Just pressing the reset button merely reboots the Roku. To truly do a hard reset (which wipes the device to as new, ready to set up, you have to hold the button for a minimum of 30 seconds. But before you take that drastic step I would recommend removing the Disney+ channel, reboot the Roku, then add the channel back in. Don't forget the reboot step, or it's not truly removed. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Ultra (4800), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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JWA0213
Level 7

Re: Disney+ Playback Issue

Ah, i didnt do the reboot part after removing the app, will try that now.

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JWA0213
Level 7

Re: Disney+ Playback Issue

That sadly did not work

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MaryFranco
Roku Employee
Roku Employee

Re: Disney+ Playback Issue

Hi @JWA0213,

Thanks for the post.

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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