Disney+ black screen

[Trace+Em]

If you look further back in the comments, Wendy got a new box and it's still happening 

[Jacqui171]

So I have just tried the 001 on settings to refresh app and that seems to have worked! Will try again tomorrow to see if it happens again but all programmes that were causing a black screen are now working, will cancel the new box 

[Kay23]

Same issue only on Disney. Works on browser. Prime and netflix work on sky box. I've used other TV and disney works fine there. So issue appears to be the Sky box. I'm trying to refresh. Let's see

[carolyn8]

I am also havimg the same issues. Able to play some Disney programmes on main box but others only shows black screen! 
mini box seems to be fine.

[Daniel-F]

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,

[Lori4]

Hi Daniel, 

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.  The same content can been seen on my mini box just not the main box which is strange considering that is an older Sony model.  Disney + is fine on browsers as well.
3. List of content not working  - Wolverine and Deadpool movie, Percy Jackson series (all eps), Home Alone 1 and 2 are the ones that didn't work for my and my family over the weekend.  Tracker series did work.
4. BT Broadband 
5. TV / Audio system Make and Models - Sony Bravia KD - 49X8505B
6. TV Resolution issue has been tested on? - How do I do that?
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 how to do this.

[Chodley]

---

@Lori4 wrote:

Hi Daniel, 

1. 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 how to do this.

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Video output settings in the Q menu

[richardburns]

Hi Daniel

1. Disney+ App version (found by going into Disney+ > pulling up side bar on the left > Settings > version is shown bottom of the screen.

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24.20.0, inside the settings it goes into more detail: 24.20.0+porkchop.04(p)

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2. Any error messages seen?

No,  no errors, the content loads and the screen stays black and no sound.  I can see the time continues to move forward and if I turn subtitles on then they work fine showing the content is playing.

---

3. List of content not working (Content name, season number, episode number.  If it's all content, still provide some examples you've tested)

Multiple films, Deadpool & Wolverine, Lion King, multiple other films, the only thing we tried that worked was Bluey.

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4. Broadband provider?

Sky

5. TV / Audio system Make and Models

---

Samsung 4k, not sure of exact model but it's not the TV as put a mini on it and it worked fine so definitely just the main Sky Q box.

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.

---

2160 (4k).  I adjuested the Disney app down to HD only from settings and made no difference.  I haven't tried changing the resolution on the Sky box.

[carolyn8]

1. Disney+ App version (found by going into Disney+ > pulling up side bar on the left > Settings > version is shown bottom of the screen. 24.20.0
2. Any error messages seen? No screen blank playing as when fast forward small video screen shown
3. List of content not working (Content name, season number, episode number.  If it's all content, still provide some examples you've tested) Deadpool & Wolverine, Xmen days of future but could be more as given up!
4. Broadband provider? Sky Q main box.  Works ok on mini box.
5. TV / Audio system Make and Models. Panasonic TX50C
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.

[Jacqui171]

I competed a software version update on my sky q box and this changed to:

Q270.000.10.09L (5u193ht) for the latest version, I then did an app reset as suggested and I can now watch all films on disney.  The problems I had on my main box did not affect my mini box, hope this helps 😊

[richardburns]

It's worth noting I have tried the following with no luck:

The obligatory turning everything off and unplugging from the wall and waiting 30 seconds

App Refresh

Box Reset and another App Refresh

Problem persists.

[Lori4]

I did both and it didn't work for me unfortunately.

[Youngduke]

I tried a different resolution from 4K to 1080. Mine started working again. This seems to be the answer to the problem

[Chloe-W22]

Hi @Duckbay15 and @Nynja+Squirrel just to let you know I have moved your post from Sky Q Apps pixellating thread to this thread as you have reported the issue with Disney+ black screen, we are investigating this as a separate issue.

Thanks,

[LSmith]

1. Disney+ App version (found by going into Disney+ > pulling up side bar on the left > Settings > version is shown bottom of the screen. Version 24.20.0
2. Any error messages seen?no error messages
3. List of content not working (Content name, season number, episode number.  If it's all content, still provide some examples you've tested)It seems I cannot watch any feature films but series such as 911 are fine
4. Broadband provider? Sky
5. TV / Audio system Make and Models Sony Bravia not sure what model
6. TV Resolution issue has been tested on?2160p-8bit
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. Changed tv resolution to 1080p HD films now play