Disney+ trailer/advert plays but content black screen once it starts

[Wilf-66]

Same issue - when loading Star content, the trailers run then the programme fails to stream - black screen and nothing else.  Other content (Star Wars, Marvel) all OK and streaming on the iPad App is fine.

Moderator note: Amended title to better reflect query

[yololoko]

Star content doesn't work for us either. Everything else on Disney+ is fine. Star content gives a black screen. However, on childs account, Star content plays after the ads no problem. Weirdly, when in the black screen, you can skip forward in the episode and see thumbnails of that point in time, but it refuses to play.

[eDaveG]

To give more detail of my problem, trying to watch a series on Disney Plus from their selection of Star programs and all I get is the initial adverts, then I just get a black screen. Tried some programs from other Disney sources and they work ok.

[Wilf-66]

Excatly the same issue with Star series - the trailer plays then the screen goes black.  The play / pause symbols appear when the controller is hot but the series won't play.  I played a movie all through from Star ladt night, so maybe it's something to do wirh the series?

[NickyCG]

     What content you are seeing the issue on (Be specific e.g. Abbott Elementary season 1 ep5 minute 30 to help us test)

Rivals season 1 episode 6

•     How long does it take for the issue to occur from opening the app?

as soon as I select to watch the episode - it'll run an advert but then has a black screen and the blue 'Q' circle on the front of the box kinda pulses. 

•     What type of account do you have with Disney? IE Premium or Standard (with ads)

premium

•     Device type (Hardware version of Sky Q can be found in settings > system info)  

32B063

[eDaveG]

Specifically...

Trying to watch the last episode of Will Trent series 1.

My Disney+ account is the basic one with adverts.

The screen goes black every time after the introductory adverts are finished.

Sameproblemmultiple times.

All worked fine when I logged into Disney+ on my laptop.

[Wilf-66]

Same problem - Series 1 Episode 1 of Rivals.  The 'Only Murders in the Building' trailer runs, the the screen goes black.. end of story.  Disney + Premium account.

[Donjon71]

Strangely enough its always able to play the adverts before crashing to black screen...My Subscription is now to watch ads with sometimes programs and films in between.

[Daniel-F]

Hi there,

If you are still having this issue I recommend trying some of our self help steps found here.

If the self help doesn't resolve this, feel free to reply back and let us know.

Thanks,

[Ross321]

Mines doing the same now, how do I fix it? 

[GroovyMini]

Same here, The Bear Series 3 Episode 10 stuck at black screen after a minute of adverts with 28 seconds of adverts left to play. 

Followed the link above and updated Sky Q box, still get the same issue.

[oldie59]

The only thing I find works is watch the programme on another device, watch past the trailer, then wherever you stop, the app on sky will play from there ( until the next trailer)

[PS11]

Same problem here. Disney plus app via sky q box. Advert plays then get black screen with pulsing blue circle on the front of the sky box. I've refreshed the apps 3 days ago. Logged out and back in. No joy. Been doing this for 4 days now. Did it on 911 lone star latest episode. Tracker latest episode. About ready to cancel Disney fed up watching the advert trailer over and over.

Also for me can forward episode and watch in 10 second silent thumbnails but will not play normally.  This is obviously a big sky streaming issue

[GroovyMini]

I found what @oldie59 suggested works but it's a pain still. I cancelled my subscription in the end. 

Happened to be on the phone to Disney+ today on behalf of my daughter and mentioned this issue on Sky as an aside and the lady on the phone said sky issues with Disney+ were the bane of her life!

[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