How can I fix video playback issues?

If you’re having issues with video playback, we want to help. This article page describes a few troubleshooting methods that can help if you’re experiencing any of the following while streaming Disney+:

Here are eight things you can do to clear up your picture.

1. Restart your Disney+ app
Fully exit Disney+ (and all other apps or programs running in the background on your streaming device). Next, try opening Disney+ again.

2. Power-off your device
Turn off your device (and the modem and router, if applicable). Next, restart the device and re-open your Disney+ app.

3. Check your Internet connection
Take a speed test on your device and compare the results with our recommended connection speeds.

4. Test other apps on your device
If you notice similar issues with other apps, it may be due to poor connectivity. Contact your Internet Service Provider for more information on how to improve your connection.

5. Update your device operating system
Make sure you have the latest operating system for your device or platform. To check for updates, visit the Settings page on your device.

6. Clear the cached data on your device
You can clear cached data via your device's settings menu. This step removes temporary files to help free up processing capacity.

7. Uninstall and Reinstall Disney+
On select devices, you can try uninstalling and reinstalling the Disney+ app to ensure you have the latest version. Once you’ve confirmed you have the latest version of Disney+, please reset all your connections.

8. Check all components:
To enjoy the highest-quality Disney+ experience, all components should support high-bandwidth digital content, including HDMI cables. External displays should support HDCP 2.2 for 4K Ultra HD and HDR content.

 

Note: Older audio and video components can have an impact on quality and possibly prevent playback entirely.

Need more help? If you’ve tried these steps and are still having playback issues, please contact Disney+ Customer Service. You can reach us 24/7 via chat, phone, or social media.

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