Disney+ black screen

[Kellymm1]

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?

[Nick992]

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. 

[oldfella]

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@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.

[Nick992]

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. 

[oldfella]

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@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. 

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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 .

[Austinored]

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.

[Addie15]

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 

[Roraldo]

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. 

[Joan36]

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.

[Austinored]

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 

[oldfella]

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@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.

[Adam123456789]

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

[Nick+Reffell]

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.

[Trace+Em]

I also have the same problem since yesterday 

[Jacqui171]

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!!