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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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Updated 

5 months ago

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56

user_ymtt4l

1 Message

5 months ago

Had this issue too. Switching to ‘Moderate’ in the Disney+ settings fixed it. 

1

user_889c6b

Visitor

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7 Messages

Thanks, but that would take me out of 4k, right? Thats a nice workaround, but I want to keep 4k. 

If I just use the Disney+ app built in the TV, instead of using Xfinitys Disney+ app everything works fine. For now I'll just use the TVs app, but Xfinity needs to fix this.

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5 months ago

0

user_57p2xw

3 Messages

5 months ago

I just talked to a live chat agent - took about 10 minutes of following chatbot recommendations to reboot the cable box and tv and play with cables before it allowed me to talk to an agent.   The good news is the agent says that this is a known issue:

CR Ticket #[Edited: "Personal Information"]
It is supposed to be resolved by November 21'st...

Hopefully its fixed soon....

(edited)

2

user_n78unt

1 Message

5 months ago

Same here. Super annoyed.

6

0

XfinityAngie

Official Employee

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1.8K Messages

 

user_n78unt, Let us know if you are still having the issue after the 21st. We are hoping to have things fixed by then. 

 

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5 months ago

0

user_oajnpo

1 Message

I'm having the issue, and today is the 21st. I'm currently doing a system refresh to see if it fixes the problem.

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5 months ago

0

user_8g03wt

1 Message

@XfinityAngie​ Having the same issue, also happened with the Netflix app through the xfinity XG1 4k box, had to go to the settings on it as well, turned off hdr content, and it fixed the color. As others have stated, trailers, and still screens show up with normal color, but the actual streaming content color is off.

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5 months ago

user_d2ce77

Visitor

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2 Messages

@XfinityAngie​  still having the same issue.  Please post when this will be resolved

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5 months ago

XfinityJeniece

Official Employee

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3K Messages

Hey there, user_oajnpo, thanks for reaching out through Xfinity Forums regarding the issues with Disney+. Have you noticed any improvements since performing that system refresh?

 

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5 months ago

0

user_wi6o5n

1 Message

5 months ago

Same issue! I downgraded to moderate and thankfully it fixed the problem. Phew.

0

0

Joe34b

Frequent Visitor

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11 Messages

5 months ago

I understand that Xfinity support has a ticket  on the issue and is allegedly working on a fix. If anyone sees the issue resolved please post.

Thx

0

0

user_7nva38

1 Message

5 months ago

Same issue here. Kind of a shame with the amount of money we're being charged monthly that I can't enjoy what I'm paying hard earned money for.

1

0

XfinitySheila

Official Employee

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1.1K Messages

 

user_7nva38 I'd love to help with your troubles streaming. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

0

user_702efc

Visitor

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2 Messages

5 months ago

Same thing for me. Works fine with the s90c built in app, but not the x1 app. Apps like prime still work and when content is hdr10 the tv momentarily displays this on the bottom right. Disney app used to trip the same notice, but since the colors issue started the notice has not displayed. I figured there was some sort of encoding issue between the app and how it’s telling the tv to respond since the tv no longer seems to detect that it is getting hdr10. Hopefully the engineering estimate of Nov 21 is accurate. 

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DHSFed

New Poster

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3 Messages

5 months ago

as many have said I’ve done every troubleshooting step that Xfinity has wanted me to do, and the only thing that fixed it was to change my graphic settings in the Disney app with the small gear icon to moderate instead of the 4K and to be honest, I can’t tell the difference at all, and it fixed the problem perfectly. I as others have said had no problems on my secondary boxes only the main box. The setting is switched. It works perfectly. Good luck everyone

1

user_889c6b

Visitor

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7 Messages

@DHSFed​ I appreciate the opinion, I tried lowering & the resolution drop was quite noticeable on my large TV. Using the TVs built in Disney+ app works fine, so that workaround is okay for now. 

Fix this now Xfinity!

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5 months ago

0

user_6b9mv8

1 Message

5 months ago

I have the same problem but only with Disney +. All other 4K programming works fine. 

It's driving me crazy!!

2

0

XfinityAldrik

Official Employee

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2.1K Messages

Thank you for reaching out to us @user_6b9mv8! There is a known issue causing some content on the Disney Plus App on some of our boxes to have a green tint. Thankfully, our amazing engineers are aware of this issue and actively working to resolve this as soon as possible.

I am an Official Xfinity Employee.
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5 months ago

0

JDKay

Frequent Visitor

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20 Messages

@XfinityAldrik​ Your amazing engineers need to work more quickly!

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5 months ago

0

user_fehoyh

1 Message

5 months ago

I have a new 4k projector and 130" screen and had to set to moderate with an extreme drop in resolution from 4k. When app is in 4k, the signal is sdr but in moderate it returns to hdr10.

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0

staleyj1

Frequent Visitor

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7 Messages

5 months ago

Same issue here.  It has been driving me batty.  

3

0

staleyj1

Frequent Visitor

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7 Messages

I have xg1v4 box. First noticed it last week.

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5 months ago

0

XfinityRay

Official Employee

 • 

2.7K Messages

I apologize that this issue has been interrupting your viewing, staleyj1 and thread. I just checked on this again and our engineering team is continuing to work on it. We will make sure to update this thread as soon as we get the all clear from them. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

0

XfinityRay

Official Employee

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2.7K Messages

Hi there, staleyj1 and thread. I show the work is completed on this issue now and see some folks are no longer seeing the problem. Please check the Disney+ app and let us know if the issue is still present for you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 months ago

0

user_yxy8ej

1 Message

5 months ago

Same issue here, waiting for Disney+ to fix it on their end through 4K HDR. To temporarily fix you’ll have to just watch it in HD 1080. Go to you settings in Disney+ and go to the data option and switch it to moderate. This will fix your picture. It won’t be 4K but it will be HD, doesn’t bother me much, we mostly watch animation in our house..

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0

user_34518d

Visitor

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1 Message

5 months ago

Same issue! Only on the app I can pull from xfinity. If I go to Disney + from the Apple TV everything is fine and normal 

1

0

XfinityShawn

Official Employee

 • 

1.4K Messages

 

user_34518d I noticed this issue as well when I was trying to watch a Marvel film with my son from our main X1 DVR box. There currently is a ticket in place being worked on by our engineers at this time.

 

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5 months ago

0

Joe34b

Frequent Visitor

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11 Messages

5 months ago

According to a post easier this week  Xfinity acknowledged the problem and said fix would be completed today. So far nothing has changed.

1

0

Tek

Problem Solver

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919 Messages

I am having the same issue on my XG1v4. Tried to watch Deadpool and Wolverine in 4k. It was a no go 

Also, why does Disney+ on Xfinity not support Dolby Atmos sound? Dolby Atmos plays for me just fine on Netflix on Xfinity. 

No go on Disney+. I only get Dolby 5.1.

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5 months ago

0

user_y8pmq2

1 Message

5 months ago

Having the same issue here. Has xfinity came up with a fix?  I know we can change the settings from 4k to HD, but we shouldn’t have too. 

2

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_y8pmq2 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. Our engineering team is aware of the issue with Disney + showing green and have been working on a lasting resolution. At this time changing the settings would be the work-around until a resolution has been found. We truly appreciate your patience and understanding. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 months ago

0

JDKay

Frequent Visitor

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20 Messages

@XfinityBillie​ What's the latest on a fix???

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5 months ago

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