topic Re: Disney plus won’t play programme in Sky Q

Disney plus won’t play programme

Omwilding — Fri, 27 Dec 2024 23:11:21 GMT

Disney plus will load and shows all the programmes but when I select a programme and press to play it only plays the trailer and then sticks on either a blank screen on my mini box or on the Disney plus logo on the main Sky Q box.

if I try to fast forward it shows the programme in the mini screen but when I select it reverts to the blank/logo screen with a spinning wheel indefinitely.

I have checked my internet connection, I have rebooted the box, refreshed all apps and checked the software is up to date. This has continued for a week at least.

Please help me.

Re: Disney plus won’t play programme

Mr+Flibbles+86 — Sat, 28 Dec 2024 11:53:48 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Disney plus won’t play programme

Lisa-P1987 — Mon, 30 Dec 2024 11:09:52 GMT

We are still looking to help you Omwilding . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Disney plus won’t play programme

Logan55 — Mon, 06 Jan 2025 12:24:50 GMT

I'm having the same problem

Re: Disney plus won’t play programme

Chrissie16 — Sat, 18 Jan 2025 18:24:47 GMT

I am having same issue

Re: Disney plus won’t play programme

BHill1 — Sat, 08 Feb 2025 23:47:37 GMT

Me too - is there an answer?

Re: Disney plus won’t play programme

Chodley — Sun, 09 Feb 2025 14:08:43 GMT

What software version is your sky box?

Re: Disney plus won’t play programme

Logan55 — Mon, 10 Feb 2025 11:41:13 GMT

As far as I am aware it's the latest version

Re: Disney plus won’t play programme

Chodley — Mon, 10 Feb 2025 11:58:33 GMT

@Logan55 wrote:
As far as I am aware it's the latest version

Yeah but what is it?

Re: Disney plus won’t play programme

stereohaven — Mon, 10 Feb 2025 12:10:09 GMT

Q270.000.10.09L (5u193ht).

Sharing mine as I have the same issue if I test on main Q box and mini. Seems there are plenty of threads on this freezing/black screen Disney+ problem and an assumption only UHD content is effected and a fix is in place.

That is not my experience, it is the same on UHD or HD. No such problems with the app on other devices, but then it seems with app problems on Q it is always thus.

Re: Disney plus won’t play programme

Chodley — Mon, 10 Feb 2025 12:14:21 GMT

And that's not the latest. Q.280 is.

Re: Disney plus won’t play programme

stereohaven — Mon, 10 Feb 2025 12:17:47 GMT

@Chodley wrote:
And that's not the latest. Q.280 is.

Sigh.

Forgot this was a new box, updating now and will test again... 😩

Re: Disney plus won’t play programme

stereohaven — Mon, 10 Feb 2025 12:42:31 GMT

Updated to Q280, problem persists plus "skip" when playing a pre-roll commercial for other content also freezes the app.

I have refreshed apps and will test again tomorrow.

Re: Disney plus won’t play programme

MatD356 — Fri, 14 Feb 2025 21:54:11 GMT

I'm also having the same issue, has anybody resolved this yet or am I going to have to cancel my Disney subscription.

Re: Disney plus won’t play programme

stereohaven — Sat, 15 Feb 2025 10:48:39 GMT

@MatD356 wrote:
I'm also having the same issue, has anybody resolved this yet or am I going to have to cancel my Disney subscription.

Sadly not, this is still unusable for me.

Try and watch 'Paradise', the pre-roll ad for 'The Old Man' starts and I hit "skip" as I have already seen it. Black screen apart from the ad countdown and 'parental advisory' notification that freeze on the screen.

Choose something in HD to test, press play on 'Will Trent', ironically shows a pre-roll advert for 'Paradise', I hit "skip" and the screen freezes for about 10 seconds before playing.

So the issue for me is linked to UHD content and the "skip" functionality. Being slow to respond is the age of the Q box more than anything I suspect.

Switch to my Apple TV 4K and everything is smooth as a baby's rear end, which is why I have given up on app viewing on Q (apart from testing to try and help), and only use it for live TV and as a PVR, which it still excels at.

Re: Disney plus won’t play programme

Chodley — Sat, 15 Feb 2025 13:54:45 GMT

@MatD356 wrote:
I'm also having the same issue, has anybody resolved this yet or am I going to have to cancel my Disney subscription.

You don't have anything else with a Disney+ app?

Re: Disney plus won’t play programme

MatD356 — Tue, 18 Feb 2025 09:07:26 GMT

We have it on a phone, but that is no good if the kids want to watch Disney, and streaming to our TV is hit and miss.

Re: Disney plus won’t play programme

Chodley — Tue, 18 Feb 2025 11:31:46 GMT

TV itself? (Oh ... why's that hit & miss? Need to just get a wifi mesh to improve the home networking?)

Firestick? Games console?

Re: Disney plus won’t play programme

MatD356 — Tue, 18 Feb 2025 13:20:15 GMT

Their is an issue where the connection drops out between the phone and the TV.

It is just frustrating that I can no longer use the app via the sky box. There is clearly an issue that sky hasn't resolved.

Re: Disney plus won’t play programme

MatD356 — Tue, 18 Feb 2025 13:21:24 GMT

We don't have a console or fire stick.