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GameLord392024's avatar
GameLord392024
Newbie
8 months ago
Solved

Disney Plus not loading, crashes back to home screen

  • So about two days ago, I was able to access Disney+ on my Roku TV and now I can no longer access it. It never even loads up, starts to load and then goes Right  back to the main screen. I’ve done all the usual tricks turning TV off restarting it deleting the app reinstalling it and it doesn’t seem to work. Everything else works normally though please Help
app playback
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    8 months ago

    Hi Community Users!

    Thank you for reporting this issue to us. We want to inform you that there is an outage affecting all Disney Plus and Hulu platforms. We apologize for any inconvenience this may have caused.

    Rest assured that we have coordinated this with the team and are now working on a fix. 

    In the meantime, since we are investigating this problem, you may contact the Disney customer support team to report the issue and for more updates. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

    All the best,
    The Roku Community Team

  • RokuMaryEF's avatar
    RokuMaryEF
    8 months ago

    Hi Roku Community users!

    Thanks for reporting this issue.

    We believe the issue with accessing Disney+ and Hulu on Roku devices has now been resolved.

    If you were previously experiencing difficulties, please ensure your Roku is updated to the latest software version:

    1. Go to Settings > System > System Update.
    2. After the update is complete, launch the Disney+ or Hulu channel.

    If you're still having any trouble, feel free to reach out. We're here to help!

    Thank you for your patience, and Happy Streaming! 💜

    Best regards,
    The Roku Community Team

    Was this post helpful? click Kudos 👍

50 Replies

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  • TheGamerDude's avatar
    TheGamerDude
    Newbie
    8 months ago

    The Disney plus app just stopped working on my 55in 4K TCL Roku Smart TV. I was playing a movie on it just fine and then all of a sudden the app closed and won't reopen. I have tried multiple different troubleshooting steps listed below to no avail. Can someone please provide a solution to this problem?

    Troubleshooting steps done:

    1. removed and reinstalled the app

    2. removed the app, restarted the tv, then reinstalled the app

    3. checked internet connection (I am able to do everything else on my internet, including streaming on other services and online gaming)

    4. Checked the Disney Plus streaming service for outage. I can stream it no problem from any other device in my home.

    5. disconnected the tv from the WiFi, forgot the network, power cycled the tv, reconnected to the WiFi and tried the app again.

    6. checked for updates to the app and the tv. (everything up to date)

    7. did a complete factory reset on my tv. (took forever to get everything back to where it was, only recommend this option if you are at your last resort)

    Does anyone have any other suggestions that I haven't thought of or done?

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    8 months ago

    Welcome to the Roku Community, GameLord392024

    We understand you are having an issue streaming with the Disney Plus channel on your Roku device. Thanks for the steps you have taken to resolve it.

    Did you restart your Roku device before re-installing the affected channel? That step is crucial when performing troubleshooting.

    If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again.

    We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

    Please keep us posted, and we'll continue assisting you from there.

    All the best,
    Chel

  • Darcie1's avatar
    Darcie1
    Newbie
    8 months ago

    Did you manage to fix this? Mine is currently doing the same thing I’ve tried deleting app etc no luck. 

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        8 months ago

        Hi Community Users.

        Thanks for flagging this here in the Roku Community!

        We understand that you're experiencing a playback issue with Disney Plus. We're here to investigate this further problem and take a closer look. 

        Before we proceed, could you please provide the following information below to gather more information about this? 

        • 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 a short video clip of the incident.

        We are looking forward to your response. 

        All the best,
        Emman

    • Laurahay780's avatar
      Laurahay780
      Reel Rookie
      8 months ago

      Mine has literally just started doing this! I'm confused. Tried deleting and re adding. Any help???

    • Shanni82's avatar
      Shanni82
      Reel Rookie
      8 months ago

      Mine just began doing this as well. We removed the channel from Roku, did the system restart, added the channel back again, and it still won't work. I also can't go into the Disney plus app and cast to Roku because the app is not picking the Roku system up at all. Disney plus is the only channel acting up and it just started today. 

      • mhoff59's avatar
        mhoff59
        Newbie
        8 months ago

        Disney+ app is not loading. It keeps going back to Home Screen. I have removed the app and re-loaded. I have done a system re-start and a factory reset-set. Neither has solved the problem. Even googled Disney+ issues and nothing is reported. All other apps working fine.

         Any ideas?

  • scarabmetal's avatar
    scarabmetal
    Newbie
    8 months ago

    Hi. Disney Plus has stopped working on my Roku Streaming Stick 4K. When I click on the Disney Plus channel, or press the Disney Plus button on the remote, it looks like it's going to start up, but then after a few seconds just returns to the Roku home screen. I've tried uninstalling Disney and reinstalling it (both with and without a system restart in-between). I've tried clearing the Roku cache. I've tried a factory reset of the Roku Streaming Stick. But still having the same problem. How can I get Disney Plus back working again?

    • Thomas71's avatar
      Thomas71
      Newbie
      8 months ago

      I'm having the same issue with my stick my issue ID -VM -466-486 PLEASE IF ANYONE HAS ANY IDEAS ON HOW TO Fix this issue I would like to get it back to working 

  • chancett1014's avatar
    chancett1014
    Newbie
    8 months ago

    We’ve had no problems until today but I just tried to open the Disney Plus app and we’ll see the logo for a second and the screen will go back to the Roku Home Screen. We can use it on every other device but not the television. We’ve removed and reinstalled the app several times, restarted the television, done the software updates, and even done the factory reset and it still will not go further than the opening screen. The television is. 65” Element Roku TV. 

    • Tyshaw001's avatar
      Tyshaw001
      Newbie
      8 months ago

      I'm having the same issue and did everything they recommend and nothing.

  • Tyshaw001's avatar
    Tyshaw001
    Newbie
    8 months ago

    I was watching Disney+ earlier in the day then paused it, it went to the screen saver, then when I went to play my show again it was on the home screen and now the app won't open. When you press it, the screen turns black then it's right back to the home screen. Every single app works perfectly except Disney+.

    So I made sure my TV was updated and the app was updated. Still didn't open. 

    Restarted my TV by system restart. Still nothing.

    I cleared the cache. Nothing.

    I uninstalled the app, restarted the TV and reinstalled. Nothing. 

    I unplugged my TV for 15 minutes. And I unplugged my router and modem. Still nothing. 

    I did a factory reset and still not opening. I'm out of ideas. 

    Here is my TV info: 

    TCL model: 65R635

    Software version: 14.0.4

    Build: 12221

    Disney App version: 1.47

    Disney App build: 2024111200

     

    Issue report tracker: 

    Model: A114X - Roku TV

    Serial number: X00300AVNHUS (S05FY0AVNHU5)

    Software version: 14.0.4 build 12221-88

    GC version: 12.6.32

    Timestamp: 2024-11-19T20:41:31Z

    Issue ID: U5-466-361

    • JessAraujo's avatar
      JessAraujo
      Newbie
      8 months ago

      Minha TV Roku AOC não vai para o Disney+ 

      Ao tentar logar, ele volta para a tela inicial. Já desinstalei e instalei, mas não resolveu o problema, reiniciei e também não funcionou. Preciso de suporte!

  • Nicholspg's avatar
    Nicholspg
    Newbie
    8 months ago

    Hello! I’m having the same issue, I was just watching something on Disney+ and it sent me to the Home Screen, I press the Disney button and it keeps sending me to the home screen. What can I do to fix that?

  • Andrea6's avatar
    Andrea6
    Newbie
    8 months ago

    Every time I try to open Disney it very briefly shows the Disney plus logo then sends me back to the home screen, I've already tried uninstalling and reinstalling, done multiple factory resets and the problem still won't go away. My home internet is up and running and I can use other apps on my TV just not Disney.

    • BeluDavil's avatar
      BeluDavil
      Newbie
      8 months ago

      Hey there, i have the same issue. Anyone here can help us?? #disney

      • mominnova's avatar
        mominnova
        Newbie
        8 months ago

        Same issue here. It works on our newer Roku sticks but not our 5 year old TCL Roku tv.