Remotes

[beeaves]

We were told we needed a "new remote" in order to continue to view Disney on Roku. So we spent the money and bought two new remotes. Everything works fine except the Disney channel button. I have tried all the things - unplugging the Roku streaming device, pairing the remote, removing and replacing the batteries in the remote, deleting and re-installing the Disney + app - still nothing, We have been paying for Disney for three months but cannot watch it!!!

Getting ready to go to a Firestick......

[RokuCarly]

A warm welcome here in the Roku Community, @beeaves!

Thanks for raising your concern and for providing us with a precise explanation. 

May we first know what specific Roku streaming device you are connecting your remote to? Have you tried to press the other shortcut buttons like Netflix, Hulu, and Apple TV+ to see if it will work? In addition, have you tried to use the arrow buttons on your remote to see if the Disney+ app on your channel lineup is accessible? 

Furthermore, try to press and hold the Back and Home buttons simultaneously for about 30 seconds to reset it and then re-pair it again to see if the Disney+ shortcut button will work. 

We'll be looking forward to your response as we are more than willing to help you out with your concerns.

Kind regards,
Carly

[makaiguy]

Even if a dedicated Disney+ key on a Roku remote (if you have one) doesn't work, you should still be able to access Disney+ via the channel grid on your Roku home screen.

What exactly happens when you try to go to Disney?  Does it load at all?  Does it load then not display the programs you click on?  Does it just go back to the Roku home screen?  Something else?