Solving playback issues

[ECottle]

I just tried this and it still is not working

[RokuERey]

Hi @ECottle,

We appreciate you for reaching out here, and we'd like to help you out with this.

Could you tell us when did you experience this? Is there any error message? 

Let us know more about this and we'll further look into it.

Thanks,

Rey

[Mapmann]

I have the same issue. The new Disney app includes the “100” with a swoosh when it opens. Mine does not doe that. It pops open with a large Disney+ icon and then that is replaced by a smaller icon in the upper left corner, then nothing. This is occurring with the two Roku devices I have but not on my iPad. I did change subscriptions yesterday moving from a plan covered on my Verizon account to a direct subscription from Disney. Also, my ESPN+ is loading fine but my Hulu is not loading either.

[Mapmann]

Correction, both ESPN+ and Hulu are running perfectly. It is just the Disney+ app not loading.

[RokuArjiemar]

Hello! @Mapmann,

A friendly welcome from the Roku Community!

We appreciate you reaching out to us. We're happy to help.

We recommend performing the below steps to see if you can resolve the issue:

1. Remove the channel from the Roku device.

2. Power cycle the Roku device by disconnecting it from the power cable and reconnecting the device to the power source.

3. Re-add the channel back to the Roku device.

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[Mapmann]

Thanks for the quick reply. I have done all three suggestions three times. I have the exact same issue with two Roku devices and a Roku tv in our spare room.

[RokuArjiemar]

@Mapmann,

Thanks for the posts.

We would be more than happy to look further into this issue but will need more detailed information. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID) 

Once we have this information, we will be able to investigate further.

Thanks,

Arjiemar

[Curator92]

I have the same problem with disney+ not loading on .y roku device.  Im able to login on my other non-roku tvs.

internet: Att

Onn model: 100012587

Model: G855X- roku tv

Serial number: S0U4332D730R

Device ID: X012008D730R

Software version: 12.5.0 build 5097-ct

disney+ version: 1.38 build 2023112700

GC version: 10.4.37

Tracker id: 0R-495-026

[baconbreanna]

I am having the same issue on both my new Roku Premier and an older Roku version. I have attempted all of the suggested resets. 

[Ro83]

I’m having the same issue on two Roku devices. Every other channel works fine, but Disney Plus will not open. Get the opening screen and then changes to smaller logo in top left corner of screen.

I have tried a factory reset and get the same problem.