Disney+ is playing the wrong content

[jy12]

For some Disney+ content, when I request it using Google Assistant, the wrong content is played.  For example, when I say, "Play 'Star Wars Rebels' from Disney+," it says, "Okay, playing 'Star Wars Rebels'," but it plays 'Star Wars Rebels (Shorts)' instead.  This is a big problem because I have a physical disability and rely on voice access.  It was able to distinguish between the two series in the past, but stopped a few months ago.  Casting from the website and mobile app are fine.  I tried requesting 'One Day at Disney' versus 'One Day at Disney (Shorts)' by voice and both worked successfully.  However, when I request 'Forky Asks a Question: What is Money?', Google Assistant announces the correct show but plays 'Forky Asks a Question: What is Time?' instead.  This has happened with other content, but not most.  Can you confirm that Google Assistant is passing Disney+ the correct request?

[Azarco]

Hey jy12,

That certainly hasn't been easy for you — let's see what we can do.

A few questions: what Google Assistant device are you using in playing your Disney+ content? Do you have a Chromecast or a TV with Chromecast built-in? Also, was it working before?

Have you tried rebooting your device and router to refresh the connection? Let us know how it goes.

Thanks,

Alex

[jy12]

I have Chromecast Gen 3 and have reset everything.  I know 'Star Wars: Rebels' used to work until this spring.

[Azarco]

Hey jy12,

To confirm, are you still able to watch this show on the Disney+ app directly? Are you using the Google Assistant on your phone in watching the show on your Chromecast? Also, is it only happening with Disney+?

Best,

Alex

[jy12]

I can watch the show on the App and on the website.  It doesn't work with Google Home Mini.  I don't have other Apps.

[Azarco]

Hi jy12,

Got it. Could you try unlinking and relinking your Disney+ account in the Google Home app? Uninstalling and reinstalling your Google Home and Disney+ app might help too. Also, try rebooting your devices to refresh the connection.

Keep us posted!

Thanks,

Alex

[Princesss]

Hi jy12,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[jy12]

I will try.

[Princesss]

Hi jy12,

I'll keep this thread open for 3 more days and will wait for your update.

Best,

Princess

[Princesss]

Hi jy12,

Chiming in-- have you tried the suggested steps? Let us know once you're done, otherwise we'll be locking the thread.

Best,

Princess

[Princesss]

Hi jy12,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Best,

Princess