Solving playback issues

[Mrniceguy7707]

When I try to watch a show or movie on Disney Plus, I will get through the first ads before the show then once the next ad break starts the show/movie never comes back. The ads end and it is just a black screen. I have to exit the app then restart the show which makes me watch more ads. I have a Roku TV TCL

[RokuBernie-D]

Hi @Mrniceguy7707,

Thanks for your first post in the Roku Community!

We understand that you need assistance with the issue with your Disney Plus channel. No worries! We are here to help you with this.

We highly suggest you do these troubleshooting steps: Remove, System restart, and Reinstall the channel.

• Remove the channel: Highlight the channel tile on your home screen and press Star * to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Refer to earlier instructions to restart your Roku device.
• Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

If the issue persists, you can contact our support so we can continue to assist you.

Best regards,
Bernie

[katieandthekids]

I tried the steps and the issue still happens. Any other suggestions?

[RokuJharra-Q · Accepted solution]

Thank you for posting here in the Roku community, @katieandthekids!

We'd like to assist you with the playback issue you're experiencing. Is this the only app being affected? Have you attempted connecting your device to a mobile hotspot?

If you haven't attempted any other troubleshooting, we recommend following the steps below to see if that helps.

• Restart device and Router: You can restart the device from the settings menu. Go to Settings > System > System restart. For the router, simply unplug and replug it.
• Update Disney Plus: To highlight the channel, press the star button on your Roku remote, then scroll and select "channel update."

For additional troubleshooting, you can visit our support page here: How to resolve a channel playback issue. If the problem continues and is specific to one channel, we highly suggest reaching out directly to the channel provider about this issue. This is because many channels and apps on Roku are developed, maintained, and updated by the providers themselves.

Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.

Thanks,
Jharra

[Brinx]

This has no upbotes because it doesn't work.   Initially you can play the content,  but the next time you login it is the same **bleep**.  Please fix the app.

[Frador]

I had the same problem and followed the steps suggested but it hasn't fixed the problem.

[RokuJharra-Q]

Greetings from the Roku Community, @Frador!

We understand that you are experiencing issues with Disney Plus, and we appreciate you contacting us.

Could you please specify if the issue occurs only on one channel or specific content? Additionally, have you tried using mobile data as a hotspot to see if it makes any difference?

Please let us know if the issue is fixed or reply to the thread for further assistance. We will be glad to help you.

Thanks,
Jharra

[Kcnole]

Im having the same problems. It started about 2 weeks ago. I’ve removed the channel, restarted and added the channel back. I’ve checked for updates and same issue. Everything works fine until it plays the commercials. Then the screen goes blank for 30 seconds or so and I get a message saying “Sorry something went wrong. Please try again later.” 

if I go back into the content, it plays an additional round of commercials and then plays the content until it gets to a commercial break again. And then the same thing happens. 

this is only with Disney plus. 

[katieandthekids]

Unfortunately these steps did not work. 

[Sheyoda53]

This is a problem for many Roku users. To answer your question: It only occurs with Roku and Disney Plus. It's clearly a Roku and Disney Plus issue. It's affected many Roku and Disney Plus users, please Google the issue to see numerous examples of Roku users and Disney Plus subscribers struggling with this. Again, only Roku and Disney Plus. Disney Plus works as normal on multiple other devices for the many, many users who've been dealing with this for three months, plus.