Disney plus black screen

[Josie1310]

Disney+ was working fine on sky glass this morning. Then when I came back to the tv it was a black screen but still had volume. Tried a few different programmes all the same. Other apps are all working fine. I've tried refreshing the apps and logging out of Disney but nothing seems to be working. Is there a fault that anyone knows of?

[peter-marlow+1966]

Just checked my disney+ and its working fine

[Fothergill1 · Accepted solution]

Hi @Josie1310 and welcome to the forum.  My Disney + is working fine so the issue would appear to be at your end.  I see you have refreshed your App so as a step I would unplug your Glass TV for 5 minutes as this will help clear any glitches in the system which could be causing the problem.

When you plug it back in again it will take a couple of minutes to reboot and you will have a blank screen for a while until the Sky logo appears.

[lettice]

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@Josie1310 wrote:

Disney+ was working fine on sky glass this morning. Then when I came back to the tv it was a black screen but still had volume. Tried a few different programmes all the same. Other apps are all working fine. I've tried refreshing the apps and logging out of Disney but nothing seems to be working. Is there a fault that anyone knows of?

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You mention doing an apps refresh, that can take up to 24 hours to fully complete.

Not sure if you have tried a settings restart of your Sky Glass

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass TV  will perform a reboot. It will take a few minutes to complete.

Also, with your Sky Glass Tv in standby, do a broadband router/ hub restart.

[Zorpthemailman]

I am having the exact same issue on my sky glass, I can be watching Disney then stop the movie and turn off the TV, when I return and open the Disney app, I click on continue watching and I get a black screen with sound. Thisnhas happened multiple times over the last few days and each time I have had to restart the Sky Glass TV as there is no refresh option for the apps. I suspect this isn't a one off problem if someone else is experiencing the same thing.

[Fothergill1]

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@Zorpthemailman wrote:

I am having the exact same issue on my sky glass, I can be watching Disney then stop the movie and turn off the TV, when I return and open the Disney app, I click on continue watching and I get a black screen with sound. Thisnhas happened multiple times over the last few days and each time I have had to restart the Sky Glass TV as there is no refresh option for the apps. I suspect this isn't a one off problem if someone else is experiencing the same thing.

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Hi @Zorpthemailman and welcome to the forum.

I'm not seeing this issue watching Disney + on my Stream puck.  FYI You can refresh the apps by going to Settings > System Management > Resets & updates > Refresh Apps.  Note, it can take up to 24 hours to complete but you can still use your Glass TV as the refresh is carried out in the background (I then to do it overnight).

[Tjmw]

I'm having similar issues to what has been described here.

Disney+ only seems to work after I power cycle my Puck.

Not having an issue with any other apps, just Disney 

[Eddie0019]

You guys at sky are having a laugh. I got an email saying my issue has been resolved re my inability to access supposedly free Disney hbo discovery channels . This is why I will be ending all subscriptions with sky once contracts complete. Sky have basically cut communication with me. They need to deactivate subscription for free services and then reactivate but seem unwilling to try anything other than their failed troubles shooting ideas.