Disney plus blank screen

[DZA187]

I'm having a problem with the Disney plus app while watching anything like paradise eg., 20 mins into a show, you get a black screen and no sound. If you, Press the home button to return to the sky menu, you can get back into the app. I noticed the same issue on my mother in law's sky q box, watching inside out 2. Looks like it's a big issue with sky q boxes from reading the comments on here after a google search. 

[Greenfingers001]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Storminorme]

DZA187, did you get a reply or fix for this as i have also been having the same issue for some time now with no fix in site?

Thanks

[DZA187]

No, I havent got a fix. Just the norm,  refresh apps, wait 24 hrs and try again. I've done this a number of times with no joy.

[Lisa-P1987]

We are still looking to help you DZA187 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[DZA187]

Have you got a fix as I've read your customer comments switching out q boxes doesn't resolve the issue either. I take it, the issue with your firmware version and the app? Have your software team rolled out a working version yet? 

[DZA187]

I've logged a call with sky via phone but I had no callback about this issue.

[ChristianJN]

I have the same problem. I see many posts similar to this and one was answered by Sky saying it has been fixed with an update, then locked the post. However, that was a lie. 

[ChristianJN]

I may have been to quick to reply as I checked my software version and although the number indicated it was newer than the current version, I did an update and managed to get through an episode on Disney without the issue occurring. Will report back if still a problem. 

[Storminorme]

Can you advise how you did the software update and what is your software version now please?

Thanks

[DZA187]

I've not watched Disney plus in a while to confirm

[Storminorme]

Having tried to watch Disney plus again today issue still remains about 15mins in on UHD content screen just blacks out and when home button pressed sky is there working ok but the app has crashed.

anyone got a fix that works as i have tried all the usual fixes like reset apps rest sky box?

Thanks

[DZA187]

It's still a problem and sky have not fixed. Happened tonight from just watching Mickey Mouse jr ep and my kids wondering what happened.

[Storminorme]

Just had a chat with Sky Customer service and there advice to me was that because my Sky Box was the

2tb version with HDR and not there newer 2TB UHD box that i would have to pay £99 to upgrade my old box to the newer model which may resolve the issue has anyone had an experence with this newer box and does the issue with disney plus happen to that one also?

Thanks

[DZA187]

That's Just wrong, they shouldnt be charging you for a software fault. Feels like they taking your money there.