Solving playback issues

[RokuEmmanuel-D · Accepted solution]

Hi Community Users!

Thank you for reporting this issue to us. We want to inform you that there is an outage affecting all Disney Plus and Hulu platforms. We apologize for any inconvenience this may have caused.

Rest assured that we have coordinated this with the team and are now working on a fix. 

In the meantime, since we are investigating this problem, you may contact the Disney customer support team to report the issue and for more updates. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

All the best,
The Roku Community Team

[scarabmetal]

Hi. Disney Plus has stopped working on my Roku Streaming Stick 4K. When I click on the Disney Plus channel, or press the Disney Plus button on the remote, it looks like it's going to start up, but then after a few seconds just returns to the Roku home screen. I've tried uninstalling Disney and reinstalling it (both with and without a system restart in-between). I've tried clearing the Roku cache. I've tried a factory reset of the Roku Streaming Stick. But still having the same problem. How can I get Disney Plus back working again?

[chancett1014]

We’ve had no problems until today but I just tried to open the Disney Plus app and we’ll see the logo for a second and the screen will go back to the Roku Home Screen. We can use it on every other device but not the television. We’ve removed and reinstalled the app several times, restarted the television, done the software updates, and even done the factory reset and it still will not go further than the opening screen. The television is. 65” Element Roku TV. 

[Tyshaw001]

I was watching Disney+ earlier in the day then paused it, it went to the screen saver, then when I went to play my show again it was on the home screen and now the app won't open. When you press it, the screen turns black then it's right back to the home screen. Every single app works perfectly except Disney+.

So I made sure my TV was updated and the app was updated. Still didn't open. 

Restarted my TV by system restart. Still nothing.

I cleared the cache. Nothing.

I uninstalled the app, restarted the TV and reinstalled. Nothing. 

I unplugged my TV for 15 minutes. And I unplugged my router and modem. Still nothing. 

I did a factory reset and still not opening. I'm out of ideas. 

Here is my TV info: 

TCL model: 65R635

Software version: 14.0.4

Build: 12221

Disney App version: 1.47

Disney App build: 2024111200

Issue report tracker: 

Model: A114X - Roku TV

Serial number: X00300AVNHUS (S05FY0AVNHU5)

Software version: 14.0.4 build 12221-88

GC version: 12.6.32

Timestamp: 2024-11-19T20:41:31Z

Issue ID: U5-466-361

[Tyshaw001]

I'm having the same issue and did everything they recommend and nothing.

[peter128]

I have the same problem.

Uk Based.

[JessAraujo]

Minha TV Roku AOC não vai para o Disney+ 

Ao tentar logar, ele volta para a tela inicial. Já desinstalei e instalei, mas não resolveu o problema, reiniciei e também não funcionou. Preciso de suporte!

[Nicholspg]

Hello! I’m having the same issue, I was just watching something on Disney+ and it sent me to the Home Screen, I press the Disney button and it keeps sending me to the home screen. What can I do to fix that?

[Shanni82]

Mine just began doing this as well. We removed the channel from Roku, did the system restart, added the channel back again, and it still won't work. I also can't go into the Disney plus app and cast to Roku because the app is not picking the Roku system up at all. Disney plus is the only channel acting up and it just started today. 

[mhoff59]

Disney+ app is not loading. It keeps going back to Home Screen. I have removed the app and re-loaded. I have done a system re-start and a factory reset-set. Neither has solved the problem. Even googled Disney+ issues and nothing is reported. All other apps working fine.

 Any ideas?