Disney Plus rewinds on Sky Stream

[jm1403]

If stop wathcing a film on Disney Plus via Sky Stream, when go back to it a few days later it always rewinds back about 5/10 minutes rather than continue from where it was left?

[SlenderRobert]

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@jm1403 wrote:

If stop wathcing a film on Disney Plus via Sky Stream, when go back to it a few days later it always rewinds back about 5/10 minutes rather than continue from where it was left?

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All the apps on Sky Stream are stored on a server, not on the Stream puck itself. The apps are therefore a bit slower than those on many other streaming devices as it has to send information back from the puck to the app on the server where it then must be logged against your account. This process adds latency and can sometimes not fully log where you are in a show before you either turn the puck off or switch to a different stream. 

If you are extremely patient and pause the Disney+ stream, wait a few seconds then exit out of the app, then wait a few more seconds before doing anything else, you may find it is a bit more reliable at tracking where you left off. 

[jm1403]

Thanks. Will try that

[Radical]

Hey,

that's a Disney Plus feature not a Sky one.  I noticed this a few times over the last couple of years. It goes back a few minutes. Must be a remind/catchup feature. 

[SlenderRobert]

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@Radical wrote:

Hey,

that's a Disney Plus feature not a Sky one.  I noticed this a few times over the last couple of years. It goes back a few minutes. Must be a remind/catchup feature. 

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Not on all platforms it's not. If you stop watching a Disney+ stream on an Apple TV 4K box it will restart from pretty much the exact spot you left it the next time. I've just tried it on mine. Same with the Disney+ app on my 5 year old Samsung TV in my office. It restarted from about 3 seconds before I stopped the stream previously. This was using the Up Next rail on the Apple TV box and from the Continue Watching rail on the Disney+ app on the Samsung. 

It depends on the version of Disney+ app you're using, the hardware you're running it on and the upload speed of your broadband which sends the 'this is where you're at in the programme' information to your Disney+ account.

Sky Stream & Glass run slower than most hardware due to the latency from the server hosted apps so this information isn't sent as often, hence the difference in where you restart. 

[Radical]

Strange,

does it on my MacBook, LG TV. iPad and my iPhone. It doesn't do it on my Glass. (I don't watch it on the puck so can't say either way) 

it must indeed be the version of the app. Isn't a broadband issue for me as I have Gigabit with no issues achieving (107MB/s) 

just another weird technology issue I suppose 😂😂😂

[SlenderRobert]

It can also be affected by how you come out of the app. If you just hit the home button in whatever device you're watching on and don't go back to the Disney+ menu first, it won't log where you're at properly.

I just tried on my iPhone though and it worked perfectly. I played a minute or so of Elemental, swiped it off the screen, closed the app, did a couple of other things, reopened the app, clicked continue watching and it picked up from exactly where I'd left it. 

I'm on a 500Mbps symmetrical broadband WiFi connection so that perhaps helps. 

[jm1403]

We are watching via a puck. Our broadband isn't an issue as we have FTTP with upload/download speed of 250Mb

Not seen the issue on any other app, Netflix/Apple TV/sky  just Disney 

[SlenderRobert]

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@jm1403 wrote:

We are watching via a puck. Our broadband isn't an issue as we have FTTP with upload/download speed of 250Mb

Not seen the issue on any other app, Netflix/Apple TV/sky  just Disney 

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I don't use the third party apps on my puck but I'll have a look later and see if Disney+ does the same on mine. 

[Dave+Welton]

I've had the same issue for the last few months, not a problem previously which points to a version incompatibility issue with the Sky app; this occurs on my Sky Q box but not when running the app on either my phone or two tablets.

This needs to be investigated by Sky, and guessing they're not monitoring this subject conversation 😞

[Dave+Welton]

PS. also tried all of the above fixes, i.e. pausing for a few minutes and exiting in steps, checking for Sky Q software updates, rebooting the box, etc 

[Chrisee]

@Dave+Welton although the Disney app on Sky boxes maybe a different version from other platforms it is developed and maintained by Disney not Sky. If this bugs people the best route to raise it is to contact viewerR@sky.uk which is the address for Sky's viewer services who can pass your view onto Disney.

[Dave+Welton]

Thanks, I'll drop them an email.

I also since accessed the hidden menus and refreshed all apps, but still no change.

[WillDuff]

Any joy from Sky? Super annoying it skips back over 3 minutes and the fast forward is pretty useless too either really slow or far too fast. 

[Dave+Welton]

The reply was rubbish, clearly a copy and paste from a standard script. I set out clearly all the things I had tried but was told I need to call their Customer Service Team to discuss further, 03442 4 1 4 1 4 1.

The things I tried were pausing for a few minutes and exiting in steps, checking for Sky Q software updates, rebooting the box and refreshing the apps via the hidden menu, all to no success.

I need to test more a combination of the last fix and pausing/exiting in stages.

Maybe try and see how you get on?