Disney+ black screen

[Daniel-F]

Hi all,

Thank you for your feedback on the Issue.

We are now looking for more information on individual user examples.

When you can, please do provide me the following:

•     What content you are seeing the issue on (Be specific e.g. Abbott Elementary season 1 ep5 minute 30 to help us test)

•     How long does it take for the issue to occur from opening the app?

•     What type of account do you have with Disney? IE Premium or Standard (with ads)

•     Device type (Hardware version of Sky Q can be found in settings > system info) 

The more examples the better, if you have previously provided something but it's still happening, please provide a fresh example.

Marking this as the best answer (for now) for visibility.

Thanks,

[Kellypestell]

Morning,

 I've just tried this and it work - got this from another user 

We have had the same problem for a few weeks waiting for an update to be implemented.

I don't know if this will work for everyone but it worked for me. 

Go to settings in sky Q and update the software to the latest version which ends 09L before the bracket. 
This takes about 15 -20mins to update its self. Once completed you have to put the box into standby for it to start the new version. The box will tell you when to put it into standby. 

once this was completed I then went into the secret settings menu 0.0.1 as described in earlier posts. 
I then did the top reset option which you have to then pair the controller again. 
It takes roughly 5-10mins for this to happen.  Then the box will need to download all the apps again and update its self for TV guide etc. For all the apps to reappear takes roughly 10mins. 
At the moment this has fixed the problem Disney + is working again. 

To re-pair your controller, hold it close to the box and press 1&3 button at the same time for a few seconds. 

I hope this helps. 

[RedLeader]

- Not one Movie - can happen with Cars or Monsters Inc at any time during the film.

- Usually happens at around 5/10 mins then hanging refreshing throughout the film.

- Premium Account

- Hardware version 32B12D

Have recently changed Sky Q box but same issues as with the previous one.

If screen is moved to 1080 and from automoatic data usage to saved (within the Disney + app) this resolves the problem.

[Trace+Em]

@Daniel-F 

Content to name a few - Deadpool & Wolverine; Deadpool; Home Alone 1&2; Die Hard 1&2; Noelle; Criminal Minds, series 17 episode 1; Only Murders in the Building series 1, episode 1. Basically the vast majority of content. 

All exactly the same, as previously explained. I can log into Disney+, see all the available content, select and see summary etc. However once I press play, black screen with just the name & age rating top left to begin with, and no audio. If I fast forward I can see the thumbnail above the progress bar, however when I press play, the screen is still black.

My Disney+ subscription is Premium.

My SkyQ hardware version is 32B12D.

All content was working perfectly 2 weeks ago. 

[Trace+Em]

@Kellypestell 

I have just done the full reset you described. I had already done this last week, unsuccessfully, but decided to try again.

Initially I thought it worked, as Deadpool & Wolverine started playing. However I noticed the picture quality was not UHD. I came out and into AV settings and resetting my Sky box had changed the picture settings back to 1080p. I pay for UHD for both Sky and Disney, so I changed the settings back to 2160, went back into Disney, and it was back to black screen again.

So, it might be worth checking your picture settings in the SkyQ settings if you pay for UHD content.

[Daniel-F · Accepted solution]

Hi all,

Thanks for your patience whilst support teams work to get this resolved 🙂

A change has been implemented onto Disney+ and we are keen to hear any feedback.

Could any users previously impacted by the Blackscreen & no sound on launch of some content please try this again and let me know if the experience has improved or not.

Thanks,

[richardburns]

---

@Daniel-F wrote:

Hi all,

Thanks for your patience whilst support teams work to get this resolved 🙂

A change has been implemented onto Disney+ and we are keen to hear any feedback.

Could any users previously impacted by the Blackscreen & no sound on launch of some content please try this again and let me know if the experience has improved or not.

Thanks,

---

Thanks Daniel, this appears to have fixed it for me.

I have double checked and box is running at 2160p 8-bit, Disney+ is on automatic (highest quality) and Deadpool & Wolverine will now play.  I haven't checked any other content but that one wouldn't play for me throughout this issue.

Thanks for getting this sorted.

[RedLeader]

Thanks Daniel, it also appears to have fixed it for me at this point.

[Austinored]

Hi Daniel,

I can confirm the fix worked, can Sky at least refund us for a period of this issue?

[Mattttttttttt]

Completed an app refresh but its black screened on me 3 times this morning trying to watch the incredibles

[Daniel-F]

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@Mattttttttttt wrote:

Completed an app refresh but its black screened on me 3 times this morning trying to watch the incredibles

---

Hi @Mattttttttttt 

Can you outline the issue you are seeing in full along with when you see the fault happen?  Ie does it happen on content launch, or in the middle of content?

Thanks

[Trace+Em]

@Daniel-F 

This appears to have (at least partially) fixed it for me. The affected content is now playing. The only ongoing issue is that content which should be UHD eg Marvel movies, are still only showing in HD. I do pay the full Premium subscription to Disney and Sky

[SPJ145]

4K content (Hamilton) works now. 

[Littlemisspurple]

All working for me now thanks

[Mattttttttttt]

Was while watching a film, The Incredibles, ran for 5-10 then did it, restarted and the film ran for a couple mins then did it, started app again and it did it again within a minute of the film playing.

yesterday it did it during a film but only once