Disney plus won’t play programme

[Omwilding]

Disney plus will load and shows all the programmes but when I select a programme and press to play it only plays the trailer and then sticks on either a blank screen on my mini box or on the Disney plus logo on the main Sky Q box. 

if I try to fast forward it shows the programme in the mini screen but when I select it reverts to the blank/logo screen with a spinning wheel indefinitely. 

I have checked my internet connection, I have rebooted the box, refreshed all apps and checked the software is up to date. This has continued for a week at least. 

Please help me. 

[Mr+Flibbles+86]

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

[Lisa-P1987]

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

[Logan55]

I'm having the same problem 

[Chrissie16]

I am having same issue

[BHill1]

Me too - is there an answer?

[Chodley]

What software version is your sky box?

[Logan55]

As far as I am aware it's the latest version 

[Chodley]

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@Logan55 wrote:

As far as I am aware it's the latest version 

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Yeah but what is it?

[stereohaven]

Q270.000.10.09L (5u193ht).

Sharing mine as I have the same issue if I test on main Q box and mini. Seems there are plenty of threads on this freezing/black screen Disney+ problem and an assumption only UHD content is effected and a fix is in place.

That is not my experience, it is the same on UHD or HD. No such problems with the app on other devices, but then it seems with app problems on Q it is always thus.

[Chodley]

And that's not the latest. Q.280 is.

[stereohaven]

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@Chodley wrote:

And that's not the latest. Q.280 is.

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Sigh.

Forgot this was a new box, updating now and will test again... 😩

[stereohaven]

Updated to Q280, problem persists plus "skip" when playing a pre-roll commercial for other content also freezes the app.

I have refreshed apps and will test again tomorrow.

[MatD356]

I'm also having the same issue, has anybody resolved this yet or am I going to have to cancel my Disney subscription.

[stereohaven]

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@MatD356 wrote:

I'm also having the same issue, has anybody resolved this yet or am I going to have to cancel my Disney subscription.

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Sadly not, this is still unusable for me.

Try and watch 'Paradise', the pre-roll ad for 'The Old Man' starts and I hit "skip" as I have already seen it. Black screen apart from the ad countdown and 'parental advisory' notification that freeze on the screen.

Choose something in HD to test, press play on 'Will Trent', ironically shows a pre-roll advert for 'Paradise', I hit "skip" and the screen freezes for about 10 seconds before playing.

So the issue for me is linked to UHD content and the "skip" functionality. Being slow to respond is the age of the Q box more than anything I suspect.

Switch to my Apple TV 4K and everything is smooth as a baby's rear end, which is why I have given up on app viewing on Q (apart from testing to try and help), and only use it for live TV and as a PVR, which it still excels at.