I am getting a blank screen when trying to watch Disney+

We watch Disney+ most nights. After an outage today I get a blank screen when connecting to the Disney+ app. I am able to connect to other apps. The problem is only with Disney+. I have tried all the usual steps (restarted everything). Does anyone know how to fix this or how to get customer support?

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XfinityDemitrius

Official Employee

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3.1K Messages

19 days ago

Hey @user_4aca33, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist in troubleshooting the Disney+ app. Are you using an Xfinity X1 set-top box to access the app or using your own third-party streaming device?

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user_4aca33

Visitor

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3 Messages

I am using an Xfinity X1 set-top box to access the app. I can now access the app but it will only show me one episode then I get the spinner.

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18 days ago

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XfinityThomasC

Official Employee

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3.8K Messages

@user_4aca33 is Disney+ the only app on your TV box that is experiencing this issue? Have you attempted to reset the box and power cycle your modem?

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18 days ago

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user_4aca33

Visitor

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3 Messages

Yes, Disney+ is the only app with the problem and I have reset the box and power cycled the modem.

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18 days ago

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XfinityThomasC

Official Employee

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3.8K Messages

@user_4aca33 we can perform some additional troubleshooting and have our upper tier tech support investigate this issue. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

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

Press Enter to send it.

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

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18 days ago

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user_4aca33

I am getting a blank screen when trying to watch Disney+

XfinityDemitrius

user_4aca33

XfinityThomasC

user_4aca33

XfinityThomasC

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