Disney plus Black screen won’t play films

[Roraldo]

Can someone from Sky please confirm an issue with sky q with the Disney plus app. Won't play films, can fast foward and rewind and see at the bottom the film but when I play it it's black again, also if I've subtitles on they show up as normal with no pic and sound. I've tried a reboot, refresh apps and software update but it's been the same and no further foward.  I've only this issue with the sky q box, films stream fine on mini box, iPads and other devices. Please help. 

[MightyQuinn]

Hi @Roraldo   You will not get an answer from Sky, as this is a public community forum, not Sky customer services.

[Tom-W19]

Hi @Trace+Em 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

[l3xicon]

I'm having the exact same issue and have tried all the steps you've outlined with no resolution. Hence coming here to see if others were experiencing the same problem! 

Hopefully this will be resolved quickly.  

[Kellymm1]

So Sky walked me through an App reset (not just the refresh) and for now it seems to be working 

[Adam123456789]

Good to know there is a solution.

Would you mind letting us know what Sky did to fix your platform please Kellymm1? 

thanks

[WendyK]

Can you share as I've just had a new box delivered thinking it was the box and it's still doing it!!

[Chodley]

MKe sure you update the firmware on the box (270.0.10.9) in case the latest fix for pixellation also fixes this.

I don't know what Kelly's "app reset" process, that Sky support did, is though.

[Austinored]

I did a reset and it works, went into the secret menu and did the first reset option. The apps reloaded one by one, had to log in individually, however Disney Plus works fine now.

[WendyK]

Thanks both, it has now decided to start working  who knows what was wrong.. 

[Roraldo]

The secret menu, on settings by pressing 001 select and then choose the reset option and then the first one sorted it for me. All apps deleted and reinstalled. Have to pair remote back to box and tv after this too but movies seemed to play now on Disney plus. 

[Adam123456789]

Thank you. That worked for me too. 

Note to others, pressing 1&3 together pairs the control again but you need to be close to the box. 

[Trace+Em]

Tried the reset and still getting the same. Some films will play, but many are black screen. If I fast forward I can see the scenes on the bar, but when press play the main screen is still blank. Very annoying 

[Chodley]

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@Trace+Em wrote:

Tried the reset and still getting the same. Some films will play, but many are black screen. If I fast forward I can see the scenes on the bar, but when press play the main screen is still blank. Very annoying 

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Software version?

[Trace+Em]

I updated that too. And refreshed all apps. It's so weird that some things will play and not others. But I can watch them all on my phone or iPad so it's not Disney+ itself.