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user_57p2xw
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Saturday, November 16th, 2024 4:00 PM

DisneyPlus app streams in blue/green

I have the 4k box.  DisneyPlus 4k/HD streaming is suddenly being broadcast in blue/green tones.   It used to be fine.  I changed nothing.   Because of the colors I have tried rebooting the xfinity box, doing a refresh from the service menus, rebooting my Samsung S90C 4k tv, installing the latest software on my TV.   Nothing fixes the problem. 

The disneyplus app on the TV itself does not have the color problem but I don't use it much because my wifi isn't very good where the TV is located.   Usually just use the xfinity apps.

Anyone else have this problem.  Any solutions?   I cant see any way to uninstall/reinstall apps on the xfinity box...

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5 hours ago

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user_9wlgb7

1 Message

4 days ago

Having the same issues here! I thought it was my cable box so went and switched it out and same issue. It’s only on my main box. All my other wireless and secondary boxes have no issues.

1

XfinityJorge

Official Employee

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1.7K Messages

 

user_9wlgb7  Hi! Thanks for finding our Forums and for taking the time to contact us. We are here to help with your cable box issues, and we are glad you came to us for assistance. What kind of troubleshootings steps have you already tried with the mainbox if you have? If not can we try having you disconnecting it and reconnecting the equipment? 

 

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2 days ago

0

user_9iz3xz

1 Message

4 days ago

Downgrade your setting in the app for data to moderate. It takes it out of 4K, which seems to resolve the issue. It’s unfortunate that the 4K device from Xfinity seems to have a compatibility issue with the latest release of Disney+.

1

user_0ul9p9

2 Messages

Same issue - I made the data setting change which fixed the picture.  I’d like to understand what is causing the issue and plan to stream in 4K? 

Thank you 

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4 days ago

user_bes90b

1 Message

4 days ago

Having the same issues here. Xfinity please fix asap!!!

2

XfinityAlfonso

Official Employee

 • 

1.2K Messages

Hello user_bes90b are you also on a 4K HD streaming cable box? Can we try performing a system refresh by saying "Account Refresh" into the X1 remote, and following the prompts? 

 

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2 days ago

0

user_414psy

1 Message

Same issue here but was purple tint. I took it out if 4k and it fix the color but like to know why I have to change the resolution when I watch Disney plus?  Seems like xfinity needs to fix this . 
thanks 

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13 hours ago

0

user_fncxyi

1 Message

4 days ago

Same issue here. Worked fine for years, now it streams with a green tint in 4k

2

0

XfinityAlfonso

Official Employee

 • 

1.2K Messages

Good evening user_fncxyi thank you for reaching out and letting us know what you're experiencing with Disney+. We are aware of a known issue affecting new 4K content and are working with our App Development Teams to push an update as soon as possible. Older content streaming in 4K is unaffected. 

 

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2 days ago

0

user_aew8ep

1 Message

I have the same issue 

when is Xfinity going to get this resolved?
I pay over $300.00 a month to xfinity and deserve to get the service that I pay for

please tell us a date as to when the update will done

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10 hours ago

0

user_57p2xw

3 Messages

4 days ago

Glad it's not just me.  I downgraded the quality to HD from 4k and that workaround is working for now.  But I really want the 4k streaming back.

0

0

user_y167qw

2 Messages

4 days ago

Same here and changing to moderate from automatic fixed the color. Quality is downgraded though and I know we all aren’t paying what we pay each month for lower quality…. Give me a reason to leave xfinity, been thinking about it for a while!!

1

0

XfinityMarcus

Official Employee

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996 Messages

user_y167qw thank you for using the Xfinity Community Forums page to reach out regarding your experience with streaming content from Disney Plus. The last thing we want is to lose you as a customer, are you only noticing concerns with Disney Plus while accessing the streaming platform on your X1 equipment?

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2 days ago

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user_10ee1f

Visitor

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2 Messages

4 days ago

I had the same problem. The only solution was to go into Disney+ App Settings and lower the Video Quality to Medium. This fixed the color. Unsure why this suddenly occurred because I have a 4K TV, box, and cables. 

0

0

aff1

New Poster

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2 Messages

4 days ago

Same issue here. Does Xfinity monitor these forums and actually make fixes to problems?

I would sure hope so… for the asinine amount of money they charge for cable, there is zero chance I’ll be streaming in anything other than 4K.

Fix this issue, Xfinity, or bye-bye.

1

0

XfinityDena

Official Employee

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2.5K Messages

Thank you for letting us know about the issue you are having with your streaming. Are you still having the issue with your streaming services? @aff1

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2 days ago

0

Joe34b

Frequent Visitor

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7 Messages

4 days ago

Having the same issue on the main box.

1

0

johnm610

New Poster

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3 Messages

Change the resolution from 4k to HD

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1 day ago

0

user_6u7axa

1 Message

4 days ago

Same issue here, exactly 

3

0

user_0ul9p9

2 Messages

Hello Xfinity Support / Product Team - Any update on a fix and timeline here? 

Thank you 

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3 days ago

0

XfinityAlyssaA

Official Employee

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1.7K Messages

Good evening @user_0ul9p9, and thank you for letting us know that you are also experiencing issues with the Disney app streamlining in a blue/green tint. Our engineers are aware of the issue and investigating. Currently, we don't have a temporary solution or eta at this time but please don't hesitate to check back for updates. We apologize for any inconvenience and are confident our engineering teams will be able to resolve the issue. 

 

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2 days ago

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XfinityEricB

Official Employee

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1.7K Messages

 

user_6u7axa Please let me know if you are still having the issue with the Disney+ app.

 

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2 days ago

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user_o04tjg

1 Message

3 days ago

Same issue. I was able to stream Disney+ content without any problems; today colors on all Disney+ streaming content is hosed. It's not the box or TV; content on other channels and apps works just fine. Not happy with the suggestion to downgrade resolution, I'm paying for 4k and it has always worked fine until today.

0

0

user_mp4vqa

1 Message

3 days ago

All yesterday I couldn't play movies for my son at all   If I tried to play 20 movies only one or two of them would play. You would hit play it would go to a black screen you would get the rotating Circle and then it would just be black no sound no video. Now this morning I am seeing the exact same thing as you it's got some sort of green tint. All of our tablets play Disney plus perfectly and so does our TVs. Definitely an issue that the app is having inside the Xfinity box.

2

0

XfinityAlfonso

Official Employee

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1.2K Messages

Good afternoon user_mp4vqa thank you so much for taking the time to relay your recent experience with the Disney+ on X1 App. We are aware of this issue, and working to resolve this with a quick update patch soon. In the meantime, you can change the App settings from "Automatic-4K" to "Moderate" and this should alleviate the green tint. 

 

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1 day ago

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user_fxu5ll

1 Message

what is the path to the setting change?

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1 day ago

0

user_klmviu

1 Message

3 days ago

I’m having the exact same problem. I thought for a second it was just something for the last episode of Agnes but when I checked it was effecting the previous episode as well the app itself and everything else works fine. Just the playback/streaming is like a busted tv in the 90’s. 

1

0

XfinityBrianH

Official Employee

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934 Messages

 

user_klmviu Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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1 day ago

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user_766428

Visitor

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1 Message

3 days ago

Same issue here and switching to moderate did nothing for us.  

0

0

roderickanda

New Poster

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2 Messages

3 days ago

Same here. Just started yesterday. 

3

0

user_889c6b

Visitor

 • 

7 Messages

@roderickanda​ if your tv has a Disney+ app built in, use that one instead. You'll have to log in again etc.

At least, until Xfinity fixes theirs. Works for me in 4k so I know it's Xfinitys issue 

(edited)

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3 days ago

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XfinityThomasA

Official Employee

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1.7K Messages

 

roderickanda - This isn't the experience we want for anyone and we appricate the chance to help out. Is this issue isolated to your TV? How are you opening the app?

 

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1 day ago

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XfinityThomasA

Official Employee

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1.7K Messages

 

user_889c6b - We appricate your feedback and the oppurnity to help! Is this issue isolated to your TV box, or, does it occur regardless of the device you use to access the app?

 

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1 day ago

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