Forum Discussion

RokuMary-F's avatar
RokuMary-F
Community Moderator
2 years ago
Solved

[SOLVED] Disney Plus with a gray screen and the channel logo displayed

Hi Community users, We've received reports from community members that the channel logo and a gray screen show up when they attempt to access Disney Plus. Image of the issue:  We believe...
Fixed
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Trishchad 

    Thanks for reaching out, and welcome to the Roku Community.

    We acknowledge the concern you had with Disney+. We'll provide some series of troubleshooting step to resolve this. As a start, restart your modem/router. Second, follow the steps below:

    1. Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
    2. Do a system restart by navigating to Settings > System > System Restart.
    3. Add the channel back by searching for it from the "Streaming Store."

    After this, kindly check if you're still experiencing the same issue. Let us know what you find out.

    All the best,
    Kash

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi, Community users!

    We appreciate you all for bringing this to our attention and sincerely regret any trouble and inconvenience this may have caused.

    Please be aware that our Engineering team is currently in the process of determining the root cause of this occurring issue and finding the best resolution possible. 

    Rest assured that if more information is available, we will make sure to update this thread.

    Once again, your patience and understanding are highly appreciated as we work on this. 

    Best regards,
    Carly

  • RokuMary-F's avatar
    RokuMary-F
    2 years ago

    Hi Community users,

    We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! 💜

    Roku Community Team

Trishchad's avatar
Trishchad
Binge Watcher
2 years ago

Why can’t I get anything but a gray screen on Disney when I go to log in on my Roku tvs all 4 will not let me into Disney, there is no sign in are nothing just gray screen with Disney name up on the left side 

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Trishchad 

    Thanks for reaching out, and welcome to the Roku Community.

    We acknowledge the concern you had with Disney+. We'll provide some series of troubleshooting step to resolve this. As a start, restart your modem/router. Second, follow the steps below:

    1. Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
    2. Do a system restart by navigating to Settings > System > System Restart.
    3. Add the channel back by searching for it from the "Streaming Store."

    After this, kindly check if you're still experiencing the same issue. Let us know what you find out.

    All the best,
    Kash

    • Kahnnhak's avatar
      Kahnnhak
      Newbie
      2 years ago

      I did this and it did not help.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi Trishchad,

        Thanks for joining us here in the Roku Community!

        We see that you are also having this issue, and thanks for reporting it. Do you see an available update of this by navigating to the channel tile and pressing the * sign button on your device, then checking now? In addition, could you also tell us if you were able to access this before and when you started seeing this behavior?

        Please keep us posted!

        Thanks,

        Rey

    • Mrsfrenchy's avatar
      Mrsfrenchy
      Channel Surfer
      2 years ago

      Tried all if these, unplugged my tv and everything. Nothing has fixed this issue

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, meharledge Mrsfrenchy 

        We're sorry to hear about the issues you've run into with Disney+. We would be more than happy to look further into this. Kindly provide us with the following information:

        • Who is their ISP (internet service provider)?
        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • What version/build is the Disney+ 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).
        • A photo or video clip referring to the issue,

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

        We hope to hear back from you.

        All the best,
        Kash

    • Trishchad's avatar
      Trishchad
      Binge Watcher
      2 years ago

      Did that still not working on three of my Roku TVs only working on one tv 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, Trishchad

        Thanks for the response,

        Kindly provide the following information requested above this thread. These details will be forwarded to the appropriate Roku team for further investigation.

        Hoping to hear your response.

        All the best,
        Kash

  • Atyson1220's avatar
    Atyson1220
    Newbie
    2 years ago

    I'm having an issue with all tvs showing a gray screen with just the disney+ logo. 

     

    • Mehudson2002's avatar
      Mehudson2002
      Reel Rookie
      2 years ago

      Is there a universal fix for this Disney Plus issue? I just purchased a Roku TV today and only see the gray screen when I start the Disney Plus app. Very disappointing. 

      • Mehudson2002's avatar
        Mehudson2002
        Reel Rookie
        2 years ago

         

  • Redneck610's avatar
    Redneck610
    Channel Surfer
    2 years ago

    What do you do if there are on option available once you launch the Disney+ app. All I get is a grey screen with the Disney+ logo in the upper left corner.

    • RokuArjiemar's avatar
      RokuArjiemar
      Retired Moderator
      2 years ago

      Hello! Redneck610,

      A warm welcome from the Roku Community!

      We appreciate you reaching out to us. We're pleased to assist.

      • Is this the first time you have experienced this issue?
      • Does the issue occur on only this channel, multiple channels, or all channels?
      • What troubleshooting steps have you taken so far to resolve the issue?
      • Did removing the channel, restarting the player, and then adding the channel back again resolve the issue?

      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

      • Redneck610's avatar
        Redneck610
        Channel Surfer
        2 years ago

        This is the only app that is affected. We have deleted the app, rebooted the Roku and added the app again with the same issue. It does this on all my Roku device's. We have called tech support and was told that this is a known ongoing issue. I will be more than happy to send a picture of our Disney plus screen, if you tell me how.