topic Re: Disney app issue in TV

Disney app issue

JV2023 — Sun, 06 Aug 2023 06:05:04 GMT

I have a problem with the Disney plus app on my samsung TV not playing but the app works on all other devices.

It's on a series 6 curved tv and I've reinstalled app, reset smart hub, switched off and unplugged, nothing works.

It opens the app but when you choose play it just circles.

I've searched old questions but can't see a solution. There is mention of clearing the cache but there's no option for that on this tv. Thanks

Re: Disney app issue

AndrewL — Sun, 06 Aug 2023 12:09:01 GMT

@JV2023: Please can you confirm the model number of your TV, located on the sticker on the back of the device, or in Settings > Support > About This TV? In the meantime, please try pressing and holding the power button on the remote until the TV restarts, or unplug it at the wall for 30 seconds, then plug it back in and power on using the remote. I also recommend resetting your home router to address any potential network issues.

If the problem persists, please try accessing another web based application on the TV, or another streaming service, as a further means of verifying if the issue is network related, or app related.

Re: Disney app issue

JV2023 — Sun, 06 Aug 2023 14:56:59 GMT

Hi, the model number is ue49ku6670uxxu.

I've already unplugged it and reset the router and all other apps work OK. If I press and hold the power button nothing happens it doesn't do anything other than turn the TV on or off and I've held it down for a while. Thanks

Re: Disney app issue

Mihauuuuu — Sun, 11 Feb 2024 22:45:36 GMT

I have similar issue on UE49KS7000. D+ app is the most recent available (23.12.0 from 2023/08/21). The only way of making D+ work is to reset the TV to factory defaults or just the Smart Hub reset (about SH reset I found out just today). After the reset I can play D+ but just until closing D+ app or switching the TV off. D+ does not give any error message, all other devices within my home network are working without any issues.

Re: Disney app issue

Mihauuuuu — Sat, 17 Feb 2024 22:43:44 GMT

In my case, as well as in other cases - it literally fixed itself after 3 weeks.

Re: Disney app issue

Members_333kSSV — Fri, 01 Mar 2024 18:08:56 GMT

I have the same issue on UE55KS7000U.

Have reset everything multiple times....same as above, resetting Smart Hub gets it working again, sometimes for a few days or can be when you turn off app or TV, then doesn't load back again until you reset everything again. Super frustrating with kids in the house and paying 199eu for Disney and it not working! All my efforts with Disney Tech Support Service have said its a TV/Network issue. Have had network checked and all working full power. ALL other apps work without any problems!! Please help

Re: Disney app issue

Members_ujRnq99 — Mon, 20 May 2024 11:21:50 GMT

I have the same issue. All other apps work fine, but the D+ app will open and select an episode, but just sits on a blank screen with a circling icon forever. I reset the Smart Hub and it started working again, but then the next day it was back to the same issue. There is no option for resetting the cache or clearing the memory, other than resetting Smart Hub. It will not allow me to uninstall/reinstall the D+ app as it says it is not possible with "Basic apps"
Not sure of the model (I'm not at home) - I think it is a UE40K6400 - it's a 40" TV from around 2016.

Re: Disney app issue

Bolten88 — Mon, 17 Jun 2024 14:46:00 GMT

I got this same error at the moment. The circle keeps spinning all the time. Have someone found a fix for this?

Re: Disney app issue

boydonewell — Mon, 17 Jun 2024 17:30:25 GMT

Me too. Samsung UE43KU6510. Disney basic package with ads (this is relevant, keep reading). Disney works on my laptop via the same network.

Previously D+ worked intermittently -> it would usually display an advert then freeze / never start playing. I had to go back to the TV menu, open my laptop, play the first 5 seconds of the programme on the laptop to "get past" the adverts, then go back to my TV and it would usually play. Annoying but a successful workaround most of the time.

Now, i can't watch any D+ on the TV in any circumstances, just the constant spinning wheel, or the app exits unexpectedly or just get a blank screen waiting. No adverts even.

I only got D+ about 2-3 months ago and it's always shown these problems.

Re: Disney app issue

Members_Li7R1Sh — Thu, 27 Jun 2024 22:39:29 GMT

Also having the same problem. Any solution found? Where is samsung support?

Re: Disney app issue

Hami_14 — Tue, 30 Jul 2024 17:40:00 GMT

I’ve solved this issue. I say I…I’ve contacted Samsung who were actually very disappointing to my surprise. The best Samsung could do was tell me after some checks that they thought it was a hardware issue due to the high ‘RS’ count on the app. When I explained that it was only the Disney app and that if I reset my smart hub it worked again for a short period they maintained it was a hardware issue. They advised I call a local authorised repair person acting for Samsung. This was almost £100 just for callout. I opted not to do this as to me it clearly wasn’t a hardware issue. It didn’t make sense.

I contacted disney direct. They ran through a host of check and confirmed it was a compatibility issue solely with Samsung. Within a week Disney app is working again after Disney taking note of the tv model and software version.

I was a bit dismayed at Samsungs response to this issue and I’ve always held them in such high regard. Most of my household items are samsung as I think the kit is great and normally customer service is. On this one they denied it was a problem for other users and despite seemingly checking the hardware and finding it to be in working order concluded it must be a hardware issue. That to me showed a lack of understanding.

To cut a long story short... Contact Disney, they’ll sort the issue. Don’t be tempted to call the repair man if it’s only Disney not working properly.