Solving playback issues

[RokuEmmanuel-D]

Hi Community Users!

Thanks for posting here in the Roku Community!

We understand that the Disney Plus channel on your Roku will not load, and we're here to keep an eye on this matter for you.

Could you supply all the information below so we can take a further look at this, such as, 

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)
• Photo or short video clip of the incident. 

We are eager to get you back on streaming and providing all the details above will make us one step closer to the resolution. 

Thanks,
Emman

[AW8]

Hi

Model: PR50U3421SKB 
Serial number: X01900XYX4AM
Device ID: S0XWH47YX4AM
Software version: 14.1.4

Tracker ID: AM-474-889

Channel version: 1.47 build: 2024111200

I can’t get video to upload but the attached photos show Disney loading as normal up until I press play, then get the blue loading circle indefinitely.

I also have an issue with Now TV - when I try to watch anything it sends me to the page to buy the membership packages (already subscribed). No problem watching things on other devices. 

Channel version 8.17 build: 0

Thanks

[AW8]

Sorry have read messages out of sync. Yes I tried changing wifi network. Have tried 5ghz and 2.4ghz connections through router and a mobile hotspot.

[xcheri19x]

Polaroid Model - PR50U3421SKB

serial number - X01900EWX6HT

software version - 14.1

tracker ID - I can’t get this to work 

Disney plus channel build - 2024111200

STV Player channel build - 105

when I open these apps, they work fine up to when I select something to watch and hit play, then I get the spinning wheel indefinitely 

[RokuEmmanuel-D]

Hi Community Users!

Thanks for flagging this issue here in the Roku Community. The Roku appropriate team is now investigating this issue to look further into this matter. 

We're still encouraging everyone to provide their requested device details posted above this thread to include your devices in the ongoing review. 

Thanks for your patience and understanding as we work to resolve the issue. 

All the best,
Emman

[Saumya]

Model: PR50U3421SKB (G870X - Roku TV)

Serial number: X019005UKMHP

Device ID: S0XWH47UKMHP

Software version: 14.1.4 Build 6100-GJ

Tracker ID: HP-476-461

Channel version: 1.47 build: 2024111200

[RokuEmmanuel-D]

Hi, @Saumya.

Thanks for sharing this here in the Roku Community!

Thank you for providing the necessary information for this investigation. We will ensure it is forwarded to the appropriate team.

We'll keep you posted. Stay Tuned!

All the best,
Emman