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Discussion topic: Disney+ black screen

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This message was authored by Kellymm1 This message was authored by: Kellymm1

Disney+ black screen

Disney+ has started to coming up with black screen when loading most programmes. 

The app itself opens fine, login is there and can select the profile - can see the full menu and select any programme but when I go to play it, most come up with a black screen and does not play. 

 It was working fine yesterday. Nothing has changed in set up. 

I have tried a software update, app refresh and still the same. 

Any suggestions?

 

 

 


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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: Disney+ black screen

Posted by a Sky employee

Hi all,

 

Thank you so much for your patience whilst support teams looked into this issue.

 

Looking to jump in hear and update that the original issue with this was all UHD content not playing back on Disney+. An update was put out last week which resolved this specific issue. Most of the original customers who outlined as having this issue confirmed this was fixed for them last week.

 

I am seeing a lot of unique issues separate to the above being sent into the thread now and to avoid further confusion I'm locking this thread moving forward. 

 

If you are still having issues with Disney+, please do try some troubleshooting steps found here to resolve this.  If the steps do not resolve the issue you are having, please check the discussion board for your own specific issue or if you do not see it, start a new thread detailing your exact issue in full.

 

Thanks,

Daniel
Community Moderator

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This message was authored by Nick992 This message was authored by: Nick992

Disney Plus

The app is loading and it displays all of the shows/films. 

 

When selecting to play certain titles, the circle bar loads however the screen remains blank apart from the title of the show in white writing. There is no sound but it appears to be 'playing' since the time bar is visible when selected and shows the seconds moving. 

 

If I pause or fast forward it shows me the film in the small square above the time bar only. 

Some shows and films are working fine but others not. 

This message was authored by oldfella This message was authored by: oldfella

Re: Disney Plus

Posted by a Superuser, not a Sky employee. Find out more

@Nick992 wrote:

The app is loading and it displays all of the shows/films. 

When selecting to play certain titles, the circle bar loads however the screen remains blank apart from the title of the show in white writing. There is no sound but it appears to be 'playing' since the time bar is visible when selected and shows the seconds moving. 

If I pause or fast forward it shows me the film in the small square above the time bar only. 

Some shows and films are working fine but others not. 


Hi @Nick992 

Have you tried rebooting your Q box?
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

This message was authored by Nick992 This message was authored by: Nick992

Re: Disney Plus

I've now done this and the problem remains the same.

 

Strangely Disney plus loads all films fine using my web browser, playstation and smart tv. The problem only seems to be when using Sky Q. 

This message was authored by oldfella This message was authored by: oldfella

Re: Disney Plus

Posted by a Superuser, not a Sky employee. Find out more

@Nick992 wrote:

I've now done this and the problem remains the same.

Strangely Disney plus loads all films fine using my web browser, playstation and smart tv. The problem only seems to be when using Sky Q. 


Hi @Nick992 

Have you tried refreshing the Apps in the Hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Select Apps 
then highlight Refresh all Apps on this box.
You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing
It’s recommended waiting at least 5 minutes before doing so.

Refresh Apps can take up to 24 hrs to complete .

This message was authored by Austinored This message was authored by: Austinored

Re: Disney Plus

Yeah I have the same issue too. In fact another issue I have is Planet of the Apes on my watchlist, 5 of them I cannot remove after watching them. I've raised 3 requests to Disney without any success.

 

Update: I've raised it with Disney, we went through the usual trouble shooting protocols but it's the same issue. They will try and act on it but in the meantime I'm using my Xbox Disney App.

Panasonic 50cx700 sky q 2tb, keep the 3d films, I am still watching those
This message was authored by Addie15 This message was authored by: Addie15

Re: Disney+ black screen

Posted by a Sky employee

Hi there, @Kellymm1. 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 

This message was authored by Roraldo This message was authored by: Roraldo

Re: Disney Plus

Having same issues with films. Strangely if you put subtitles on they show up but without pic and sound. Any series will be fine, seems to be films. Found no fix after rebooting all and refreshing all app on sky q. 

This message was authored by Joan36 This message was authored by: Joan36

Disney+ not working on Sky q

Disney+ has started to coming up with black screen when loading most programmes. 

The app itself opens fine, login is there and can select the profile - can see the full menu and select any programme but when I go to play it, most come up with a black screen and does not play. 

 It was working fine yesterday. Nothing has changed in set up. 

I have tried a software update, app refresh and still the same. 

works on my other devices fine.

This message was authored by Austinored This message was authored by: Austinored

Re: Disney Plus

Strangely on my daughter's profile it works just fine, it's on mine it has the black screen and yes I can see the subtitles and if you fast forward it you can briefly see it in the little square window. Bit annoyed because their (and Sky's) prices have gone up and I'm not exactly reaping the benefits 

Panasonic 50cx700 sky q 2tb, keep the 3d films, I am still watching those
This message was authored by oldfella This message was authored by: oldfella

Re: Disney+ not working on Sky q

Posted by a Superuser, not a Sky employee. Find out more

@Joan36 wrote:

Disney+ has started to coming up with black screen when loading most programmes. 

The app itself opens fine, login is there and can select the profile - can see the full menu and select any programme but when I go to play it, most come up with a black screen and does not play. 
 It was working fine yesterday. Nothing has changed in set up. 

I have tried a software update, app refresh and still the same. 

works on my other devices fine.


Hi @Joan36 


Try a Reset Settings in the main Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

This message was authored by Adam123456789 This message was authored by: Adam123456789

Re: Disney+ not working on Sky q

I have the same issue.  It works fine on the mobile app but I get a blank screen when I press play. I've tried the 001 option and it doesn't change anything. 

Please can someone from Sky provide a solution 

 

thanks

This message was authored by Nick+Reffell This message was authored by: Nick+Reffell

Re: Disney+ black screen

I have exactly the same issue - nothing has changed on network or box & can only navigate the menu or watch trailers.

 

The same Disney+ account works fine on mobile devices attached to the same network.

 

 

 

 

This message was authored by Trace+Em This message was authored by: Trace+Em

Re: Disney+ black screen

I also have the same problem since yesterday 

This message was authored by Jacqui171 This message was authored by: Jacqui171

Dosney

So is someone going to confirm there is an issue with disney on sky q, since yesterday, can play on other devices and can play trailers but cannot play films!! 

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