Solving playback issues

[AW8]

Bought a new tv last week (Polaroid Roku 50”) all apps working except Disney+. The app opens and signs me in as normal but when I choose something to watch it won’t load. Disney is working fine on other devices. 

So far I’ve tried:

Updating Disney (says app is up to date)

Updating Roku 

System restart

Deleting app and reinstalling

Clearing cache 

Factory reset

Using Ethernet instead of wireless connection to TV (connection test said wifi was fine but wanted to rule this out)

Anyone got any suggestions?

[xcheri19x]

I’ve had the exact same issue but it’s STV Player as well as Disney, I’ve also tried moving the apps to the top as well as everything you have suggested. I’m at a loss 😢😢

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @xcheri19x, and @AW8. 

We understand that you're having trouble streaming on Disney Plus. We're here to investigate this. 

Could you please let us know what error message or the exact behavior of the app? (Buffering, won't open when clicking, or is it related to a specific content?)

In the meantime, we would recommend reaching out to the Disney Plus support team for further assistance and checking for any other workarounds on this. Thanks for understanding and for your participation here in the Roku Community. 

Please don't hesitate to reach out if you need more assistance.

All the best,
Emman

[xcheri19x]

Emmanuel, it’s not just Disney plus on my device, it’s STV Player also, both apps having the same problem. They open and let you pick something to watch but then it goes to a spinning wheel once you have picked and that’s all that happens. I’ve tried everything, restarting the TV, uninstalling restarting then downloading the apps, moving the apps, checking connection, factory reset, nothing at all works, 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @xcheri19x!

Have you tried connecting your Roku to an alternative internet connection such as a mobile hotspot? If not, we recommend trying and launch the app again to see if that would work. 

Please keep us posted.

All the best,
Emman