Disney+ black screen

[Lori4]

I've also now done this and it seems to have solved the issue.

[richardburns]

Are you now watching all content in 1080 instead of 4k or did you then swap back and it still worked?

[Lori4]

Watching in 1080 haven't swapped back.

[amnada12]

I have  the same issues

Black screen when try to view anything in uhd chang to 1080p and everything works 

Sky bb

Panasonic TV

Apps refresh

Up-to-date software on q box 

:Disney  version 24.20.0

All other apps work in  uhd

[Trace+Em]

 

I will fully reply later with all details requested. Just wanted to add that if I change my SkyQ viewing resolution to 1080p it works. I change back to 2160UHD and it's black screen again. To confirm I do have the full Disney+ premium subscription and pay UHD to Sky. I was also trying with Home Alone 2 which is not even a UHD film.

i also checked the app diagnostics (photo below) and it says resolution is only 1080p. So is this the problem? Your app version is suddenly only 1080p (in the past week as it was working fine last week) when the Sky Q box and tv both support higher?

[Nick+Reffell]

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@Daniel-F wrote:

Hi everyone,

Thank you for coming to Community to share your experience with this Disney+ Black screen issue. 

Support teams are now starting to look at investigating this. 

In order to help with investigations we are looking for some customer information and would appreciate as many users possible providing all of the following information:

1. Disney+ App version (found by going into Disney+ > pulling up side bar on the left > Settings > version is shown bottom of the screen.
2. Any error messages seen?
3. List of content not working (Content name, season number, episode number.  If it's all content, still provide some examples you've tested)
4. Broadband provider?
5. TV / Audio system Make and Models
6. TV Resolution issue has been tested on?
7. Does trying a different resolution resolve the issue?  IE if you are set to 4K, try changing this to any of the 1080 formats and seeing if the issue resolves. You can do this by going to settings > setup > audio visual > Picture Resolution and changing this settings.

We need all pieces of this information & appreciate any and all full answers of the above.  

Marking this as the best answer (for now) so that the message can be found for fellow users also experiencing this issue.

Thanks,

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1. Disney app version:24.20.0                                Sky hardware / software version: 321B08 / Q270.000.10.09L (5u193ht)
2. No error, just blank screen without sound  (subtitles working and picture thumbnail when ffwd/rwd)
3. Lots not working- new Deadpool, Rivals but also lower definition like Home Alone. Bluey works as did a new release Tracker
4. Community fibre 1Gbps - Q box has ethernet connection so not using WiFi 
5. Panasonic TV - 50CX800
6. 4k 8bit (non HDR tv)
7. Changing sky Q to 1080p means I can watch the failing shows again. So does leaving Q box on uhd 8bit with Disney+ app settings > Data usage set to lowest (SD)

So there is a workaround but not really what we expect from these products as we're paying for UHD on both Sky and Disney+ 

Whatever setting I have on sky Q (4k or 1080p) the automatic data usage setting in Disney+ always says highest available is HD (4gb per hour)

[Littlemisspurple]

1. Disney+ App version 24.20.0
2. No error messages, it goes into the program but no sound or picture, when I fast forward I can see the picture. 
3. List of content not working  - Wolverine and Deadpool movie,  only murder in the building s3 e10(which did work and now diesnt)
4. BT Broadband 
5. TV / Audio system Make and Models - Toshiba 55U6763DB
6. TV Resolution issue has been tested on? Not sure how to change this
7. Does trying a different resolution resolve the issue?  IE if you are set to 4K, try changing this to any of the 1080 formats and seeing if the issue resolves. - Not sure

[Trace+Em]

@Daniel-F 

1. App version 24.20.0+porkchop.04(p)
2. No error message. I can log in and choose something to watch, play trailers, but when I select to play MOST things, it’s just a black screen, no audio. I can ffwd and see the thumbnail above progress bar but when press play, main screen still black.
3. Deadpool & Wolverine, Home Alone 1&2, Die Hard 1&2, Muppet Christmas Carol to name a few. Jingle All the Way did play.
4. BT Broadband connected via WiFi 
5. Toshiba 49U6663DB 4K UHD
6. Tested on 2160 both 10 bit and 8 bit. Also tested on 1080.
7. Changing SkyQ resolution to 1080 worked, but this is not an acceptable long term solution as I pay UHD subscriptions for both Sky and Disney+ and it was all working fine at 2160 until last week.

I also attach a screenshot of the Disney+ diagnostic page which shows the app resolution is only 1080. Is this the problem?

 

[Chodley]

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@Littlemisspurple wrote:

1. Disney+ App version 24.20.0
2. No error messages, it goes into the program but no sound or picture, when I fast forward I can see the picture. 
3. List of content not working  - Wolverine and Deadpool movie,  only murder in the building s3 e10(which did work and now diesnt)
4. BT Broadband 
5. TV / Audio system Make and Models - Toshiba 55U6763DB
6. TV Resolution issue has been tested on? Not sure how to change this
7. Does trying a different resolution resolve the issue?  IE if you are set to 4K, try changing this to any of the 1080 formats and seeing if the issue resolves. - Not sure

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On the "not sure" - can you try changing it then? And see what happens since others have said that resolves it (not a proper fix but very useful information)

[Chodley]

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@Nick+Reffell wrote:

Daniel-F wrote:

Marking this as the best answer (for now) so that the message can be found for fellow users also experiencing this issue.

---

So there is a workaround but not really what we expect from these products as we're paying for UHD on both Sky and Disney+ 

Whatever setting I have on sky Q (4k or 1080p) the automatic data usage setting in Disney+ always says highest available is HD (4gb per hour)

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Yes that is obviously understood but it points towards a root cause.

That last point is interesting. Here's mine (which works fine)

 

[Chodley]

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@Trace+Em wrote:

i also checked the app diagnostics (photo below) and it says resolution is only 1080p. So is this the problem?

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Was this when the box was in 1080p or 4k? And were you playing uhd content at the time?

[Chodley]

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@Lori4 wrote:

Watching in 1080 haven't swapped back.

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And if you do swap back, presumably it stops working again?

[amnada12]

Yes it stops working if you swap back to uhd, if you keep the HD setting you cant watch anything in uhd . You have  to swap between the 2 settings.  🙁

[Chodley]

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@amnada12 wrote:

Yes it stops working if you swap back to uhd, if you keep the HD setting you cant watch anything in uhd . You have  to swap between the 2 settings.  🙁

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When you are in 2160p do you get the same thing on the data setting as Nick Refell's post above where the Automatic setting says it will max out at HD 4GB/hour?

[Trace+Em]

@Chodley 

App diagnostics were the same whether the box was in 2160 or 1080.

App settings are also automatic, best available up to 4K as in image above.

Diagnostics screen is from home menu, when not screening anything. But I tried both UHD and standard content when the box was in 2160.  Neither worked. Additionally the box has always been set at 2160 and I streamed Disney+ content in UHD and standard with no issues until last week.