Solving playback issues

[dragonangeldhs]

Disney+ will not load videos on the Roku. I have tried my other devices and it is working fine on them. It will sign in on the Roku, but when a video is selected it will not play it. I have also tried two different Rokus and the issue happens on both of them. I have tried uninstalling the app, restarting the Roku and reinstalling the app. Signing out of the app, restarting the Roku and then signing back in. My internet is more than capable of running Disney+ as it was working fine a few weeks ago and stopped suddenly. Thanks for any help I can get.

[RokuEmmanuel-D]

Thanks for reaching out, @dragonangeldhs!

It seems like you're having trouble streaming the Disney Plus channel on your Roku, and we'd like to assist. 

To sort this out quickly, it’s a good idea to contact Disney Plus support for some extra help. They can give you some advanced troubleshooting tips to fix the playback issue you’re having with the app.

We are hoping that you'll be back up and running soon!

Best,
The Roku Community Team

[Sbayphilly]

I have same issue and customer service no help at all

[RokuRiamie-D]

Hi @Sbayphilly,

Welcome to the Roku Community!

We understand that you are having trouble with your Disney Plus app not loading its content. We would like to take a closer look into this issue.

Could you please tell us if the issue occurs from all of the content in the Disney Plus app or only specific content? Additionally, please provide us with the following to help us investigate the issue further:

• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We hope to get this sorted out soon.

Cheers,
The Roku Community Team