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Discussion topic: Disney+ black screen

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This message was authored by Kellypestell This message was authored by: Kellypestell

Re: Disney+ black screen

me too it's ridiculous. I'm paying a subscription fee for Sky to have everything called and there's nothing but issues they need to sort it ASAP. I can see all Disney on my actual TV but not through the Sky app. 

This message was authored by Kellypestell This message was authored by: Kellypestell

Re: Disney+ black screen

Still have issues refreshing the app once again 

all it is doing is that when you go into Disney and play a film you just see the name of the film and who's allowed to watch it and a blank screen no sound no nothing just a blank screen and if you press play or pause you see the line where it's playing and how long it's been played, but nothing else. Please sort this out thank you.

This message was authored by milkyway This message was authored by: milkyway

Re: Disney+ black screen

Hi guys, to get the model name of your Sky device. Here are the steps:

 

Step 1:
Go to Settings page in the Disney Plus app and select Help


Step 2:

You should see the Help page. Press the down arrow on your remote. You should see the Diagnostics page.
Look for the Model field. It will give you the model name of your Sky device. 

 

If we share our device model names, perhaps we could be getting the help quicker.

 

IMG_2235.PNG

IMG_2236.PNG

 (I'm away from my box, but this is the Diagnostics page)

IMG_2237.PNG

 Here's @Trace+Em 's example

Screen Shot 2024-11-23 at 7.37.19 AM.png

 

This message was authored by milkyway This message was authored by: milkyway

Re: Disney+ black screen

Or better, share the Diagnostics page - but before you share - make sure remove/redact your account info from it. 

This message was authored by Duff2 This message was authored by: Duff2

Disney plus blank screen

Tried absolutely everything to get disney plus working . Will play one or two things and that's it. Can't see me paying for a blank screen on movies etc for much longer.  Is there a fix out for this yet been 3 weeks now. 

This message was authored by Laing1 This message was authored by: Laing1

Re: Disney plus blank screen

Posted by a Superuser, not a Sky employee. Find out more

@Duff2 wrote:

Tried absolutely everything to get disney plus working . Will play one or two things and that's it. Can't see me paying for a blank screen on movies etc for much longer.  Is there a fix out for this yet been 3 weeks now. 


@Duff2 i have moved your post into the large thread all about the issue you are having 


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile
This message was authored by Autofocus23 This message was authored by: Autofocus23

Re: Disney+ black screen

Hi I think I found the problem. If you set the sky q Box 1080p and then go back in to Disney app it works . I think Disney have updated the app other week and not set the resolution to 4K or what ever they set it to but only for HD  . I spoked to Disney support and they raise it . 

This message was authored by Ailsx This message was authored by: Ailsx

Re: Disney+ black screen

I have the same problem and have had for over a week - done all the nonesense updates - this is beyond a joke - any one got a fix that works ?  

This message was authored by Chodley This message was authored by: Chodley

Re: Disney+ black screen

Posted by a Superuser, not a Sky employee. Find out more

@Autofocus23 wrote:

Hi I think I found the problem. If you set the sky q Box 1080p and then go back in to Disney app it works . I think Disney have updated the app other week and not set the resolution to 4K or what ever they set it to but only for HD  . I spoked to Disney support and they raise it . 


Can't be a universal incompatibility between the app and a Q that is set to UHD because mine doesn't have this problem. Changing the output to 1080p must be having some other effect which avoids the issue on affected boxes

This message was authored by Jacqui171 This message was authored by: Jacqui171

Re: Disney+ black screen

Mine is a Titan

This message was authored by Nath11 This message was authored by: Nath11

Re: Disney+ black screen

Morning,

 

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. 

 

 

This message was authored by Kiero84 This message was authored by: Kiero84

Re: Disney+ black screen

I tried this, but unfortunately it didn't work.

 

Think I may just have to cancel my subscription. Rediculous that Sky/ Disney haven't got a handle on this. 

This message was authored by Oleksik1983 This message was authored by: Oleksik1983

Re: Disney+ black screen

This has just worked for me

This message was authored by Oleksik1983 This message was authored by: Oleksik1983

Re: Disney+ black screen

Changing the setting on the q box to 1080p that is

This message was authored by DawnMax This message was authored by: DawnMax

Re: Disney+ black screen

I've done the refresh and still having problems, is there a solution?

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