Disney+ just has a spinning wheel w/ no errors

[quincy]

When I try to use the Disney+ app from the Google TV interface it starts to load, but never gets past the spinning wheel. I have left it for 30 mins and still just get the spinning wheel. I have tried:

• Clearing the app's cache
• Reinstalling the app
• Rebooting the Chromecast

I can connect to Disney+ on my phone and Mac.

I have gig fiber

Disney+ app version: 2.13.0-rc3

Android TV OS version: 10

Android TV security patch level: May 1, 2022

Kernel version: 4.9.180 #1 Tue Jan 04:34:03 UTC 2022

Android TV OS build QTS1.220504.008.8726984

[JenniferV]

Hey quincy,

Thanks for reaching out and for being a step ahead of us. 

Is this only happening when using the Disney+ app or across all apps? Please try the additional steps listed below:

1. Reboot your Wi-Fi router.
2. Plug in the Chromecast with Google TV (4k) into a different HDMI port on your TV. 
3. Plug it in on a different TV screen, if one is available.
4. Factory reset your Chromecast with Google TV (4k).

If the issue persists and if this is only happening with the Disney+ app, I'd suggest you reach out to Disney+ support for further help.

Thanks,

Jennifer

[quincy]

Thanks! Working with D+ support and they are investigating the issue.

[JenniferV]

Hi quincy,

You're welcome and thanks for keeping me in the loop! I'll keep this thread open and wait for your update.

Best,

Jennifer

[JenniferV]

Hello there,

It's me again. How's it going? Did you manage to get it working?

Regards,

Jennifer

[quincy]

D+ support had to escalate the case and told me I would get an email when it gets fixed. No email yet... 

[JenniferV]

Hey quincy,

Thanks for getting back to us with an update. We hope we hear back from them soon so we can get a better picture of what's going on. 

In the meantime, have a great day!

Best,

Jennifer

[quincy]

Still not working and I pinged D+ again and they said they have identified an issue with D+ on Chromecast devices that is effecting multiple customers. I will get an email when it is fixed.

[JenniferV]

Hey quincy,

I appreciate you for keeping an eye on this and for having the initiative in bubbling this up to Disney+. On the brighter side, it's good to hear that they've identified the root cause of your concern. Feel free to jump back into this thread if you're still getting the same result after they confirmed it's fixed. 

Thanks,

Jennifer

[JenniferV]

Hi there,

I don't want to be a nudge but I'd like to check if you were able to receive an email from Disney+. Don't hesitate to reach back if you still need help.

Thanks,

Jennifer

[quincy]

Nothing yet. 😞 I will post as soon as I hear back.

[JenniferV]

Hello quincy,

Got it. I'll wait for your update — no rush.

Best,

Jennifer

[Jeran]

Thank you for helping out on this thread, Jennifer!

Hey there quincy,

I'm just checking up on this thread, did you happen to hear back from Disney+?

Best regards,
Jeran

[Jeran]

Hey there quincy,

Do you have any more questions or need any additional help?

Thank you,
Jeran

[quincy]

Jeran,

I don't. Just waiting to hear from D+ support.

Quincy

[Jeran]

Hey there quincy,

No problem at all, we'll keep the thread open for as long as you need. Feel free to post when you hear back.

Best regards,
Jeran

[Jebediah86 · Accepted solution]

Howdy! I have been experiencing the same issue on my Google TV 4K for a month or so. I ended up just installing the app on my phone and then casting from there. Today after I saw an update for the app I decided to try it again and of course I was stuck on the circle that comes up when it's initially loading.

I then went to cast Disney Plus my Android phone and my Google TV 4K prompted me to authorize the device. Once my phone had been quote unquote authorized I guess it somehow synced up my account again or something? But now the app is working just fine on my Google TV 4K device without having to worry about casting from my phone. Hope that works for you, will you let us know if it does? Curious now.

[quincy]

I tried opening the app on Google TV and a little login box popped up that was prepopulated with the correct creds (something I had never seen before), but it just went back to the spinning circle.

I was able to stream from my phone, but it never asked me to authorize the device. I tried to use the app on Google TV again, but still got the spinning wheel.

[Jebediah86]

Well dang, thanks for the update I was hoping that would work. Hopefully it's something Disney patches soon.

[JenniferV]

Hi folks,

Jebediah86, thanks for sharing your experience and resolution in the Community — we appreciate it!

quincy, have you heard any news from Disney+ regarding your concern? 

Thanks for lending a hand here, Jeran.

Regards,

Jennifer

[quincy]

So nothing more from D+, but I did have a breakthrough. I was streaming D+ on my Google TV via my phone, and we found out that the Google TV remote worked in pausing/unpausing the video. Once we finish that show we went back into the main UI, and tried D+ again. This time we got the authorization message that @Jebediah86 mentioned, and after authorizing it all worked!

Feel free to close the ticket now. 

[JenniferV]

Hey quincy,

Perfect! Glad to hear that this has been sorted out and thanks for keeping us in the loop. Since you don't have any more concerns and the issue is now resolved, I'll go ahead and lock the thread.

If you have any new issues, updates, or just a discussion topic, feel free to start a new thread in the Community.

Best,

Jennifer