Disney+ black screen

[Samson1973]

We are having an issue with screen going black and no sound......  only noticed it on 2 movies

What do I need to do to resolve this, I've tried looking back through the feed but can't find an answer from sky to resolve

Tia

[RandallCat]

hi , my device is a Falcon v2.

[RandallCat]

so, I raised a complain ticket with Sky, this was the response:

"Thank you for reaching out to us regarding the issue you've been experiencing with accessing Disney+ in UHD mode on your TV.

We sincerely apologise for the frustration and inconvenience this has caused you.

Upon reviewing your account, it appears that Disney+ has not been activated through Sky.

If you have activated Disney+ directly with the Disney+ Team, we kindly recommend reaching out to them for further assistance with this matter.

We understand your concerns about the inconvenience and the impact on your viewing experience.

We have taken your feedback on board and will ensure that it is addressed appropriately.

In the meantime, if you have any further questions or need assistance with your SkyQ service, please do not hesitate to contact us.

We are committed to resolving this issue and ensuring that you can fully enjoy the services you are paying for.

Thank you for your patience and understanding."

NB. personally I feel this is a Sky issue, as the Disney+ app works in UHD on my other devices (Xbox, Laptop, iPad). either way its an awful service since we had UHD access for 3 years now it is gone and nobody at Sky taking ownership. 

Update:  I have spent 1.45 hours on chat with Disney support , doing the same things that we've already done, and surprisingly its still the same outcome no UHD / 4k available (that was irony there) ,  They have now escalated to their technical teams, I wait with baited breath for an unsatifactory response....

[Wilf-66]

That sounds like a cop-out from Sky.  If the are supporting the app on the Sky Q box, it should work in that environment.  It's the same ol' smae ol' from IT everywhere - they each blame the other and the porr old consumer is stuck in the middle.

[eDaveG]

Still happening on December 4th

[NickyCG]

I've come to this forum after trying to figure out whether the black screen issue was just on my box. Anyone know how to fix it? 

[Olas86]

Please try what? Can someone please post the solution?

[Chodley]

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@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,

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I assume the above "please try what?" Post is referring to this?

[Olas86]

That's right. Is there another post that explains what we need to do? It would be helpful if that was tagged as "the answer"

[Heart99]

Please try what?

[xenon81]

I read it as, please try watching the content that was affected by this problem again.

[Chodley]

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@xenon81 wrote:

I read it as, please try watching the content that was affected by this problem again.

---

That was my interpretation too

[Daniel-F · Accepted solution]

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,