Solving playback issues

[billbillw]

Same issue with my Roku Smart Soundbar. Last night, trying to watch one episode of The Accolyte resulted in me having to reboot, exit the app, and re-watch 3 separate sets of ads. Result was 8 sets of ads instead of 5.

Everything is updated,  login was fresh,  issue persistent after reboot.

[Kcnole]

I have noticed if I immediately exit the show as soon as the ad starts and then go back in, it plays the ads only once and then goes into the show. That at least alleviates having to watch ads twice. But you do have to exit the ad before it ends or it freezes requiring you to watch again. 

[DanoAnon]

I have this same issue.  Disney has to fix their app for Roku devices but they are not in a hurry as right now, all of us are stuck watching each ad break twice.

[RokuJharra-Q]

Hi Community users,

Thank you for reporting the issue.

We'd like to investigate the issue of Disney Plus freezing after ads. To help us investigate, please provide the following information:

• Roku device model, serial number, device ID, and software OS/version (found in Settings > System > About).
• Tracker ID (when the issue occurs, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Once we have these details, we will pass them along to our Roku team for further investigation.

Thanks,
Jharra

[Kcnole]

Model: 9102R

Serial: YL00AH855225

Software: 13.0.0 build 24056-95

id: 25-234-679

[Brinx]

Device model: 9102RW

SN: YL008G762158

Device ID: B11298762158

Version: 13.0.0 build 24056-95

Tracker ID: 58-234-666 (during blackscreen) 58-234-683 (wait until error box shows up)

Disney + version: 1.41.2024051500

GC: 11.6.21

IC: 5959A-R1035

FCC: TC2-R1038

[Plazmic]

Model: 4660X - Roku Ultra

Serial number:  YJ00FJ501942 (CK385F501942)

Software version:  13.0.0 build 24056-46

GC version:  11.7.22

Timestamp:  2024-06-12T02:03:13Z

ID 42-234-843

[telengr]

I have the same Roku Ultra.  I have been having the same problem.  I found a partial solution.

I pause the screen for 3 to 4 second during the last 10 seconds of the ad break. When I un-pause, the last ad finishes and the program resumes normally.

I speculate that the the Disney + app is communicating with two different servers.  One is streaming the program and the other is streaming the ads.  At the end of the ad break the app needs to notify the program server to resume playing but somehow the communication gets bungled.  By pausing a few seconds at the end of the ad break may enable the program server time to que up the program.  Regardless, this solution works for me.

[Stream373]

Roku device model:  3810X - Roku Streaming Stick+

serial number:  YH00C1856893 (21308C856893)

device ID

software OS/version:  13.0.0 Build 24056-50 GC version 11.6.21

Tracker ID:  93-234-996

[RokuJharra-Q · Accepted solution]

Hi Community Users,

Thank you for all your reports and updates in the Roku community.

We highly appreciate you for providing us with the requested details accurately! Rest assured, we will forward your information to the appropriate Roku team for review. In the meantime, we appreciate your patience and understanding as we work on this.

Please feel free to let us know if there's anything else you'd like us to address or create a new thread for different concerns. We are more than willing to listen and take action.

Best regards,
Jharra