Assistant won't play Disney Plus on Hub Max

[dpd]

Today's google assistant fail is that it won't play films on Disney Plus any more. The usual command 'hey google, play Star Wars Episode Four on Disney Plus' has always worked fine. Today google assistant responded as usual with 'OK, playing Star Wars Episode Four A New Hope on Disney Plus' and the Disney logo started to play but that was followed with the dreaded 'sorry, something went wrong, give it another try'. The whole google experience is becoming so tedious. This is yet another thing that used to work without any issues but has failed without any obvious reason. Why? 

[dac0605]

I am having the same issue. Unfortunately I don't have a fix, but I want to also share my experience. Mine has been going on for a few weeks though. I've tried a factory reset and unlinking/linking my D+ account to no avail. All other commands like Netflix, Hulu, YouTubeTV, etc. work just fine.

I will say that my error message a.) directs me to D+ help center and b.) goes away after a bit and just has a D+ screensaver. The end of the error message says "LOAD_FAILED-." So, to me, it's like the device is able to go into the app, but the issue is with the playback. And when I try to access D+ after unlinking my account in the Google Home app, it acknowledges that it's not linked. So that part is working correctly.

I was just on the phone with D+ for an hour and they just gave me the runaround, unable to fix it and saying "their team is working on it." I'm concerned this is just going to turn into a "he said, she said" ordeal with neither taking responsibility, but it has been a massive disappointment for me. We use D+ all the time on our Max.

[dpd]

Hi. I can play Disney Plus on my phone and cast from the phone to the hub max, so there doesn't seem to be an issue with either Disney Plus or the hub max. That leaves only google assistant as the problem.

[Trouble]

It fails for me every time 

[maedacortez]

Hi dpd,

Thanks for reaching out. I understand that your Google Nest Hub Max says something is wrong when you ask for a Disney Plus episode. I know that can be frustrating, but no worries, I'm here to help!

I recommend you unlink the Disney Plus app and then relink it on the Google Home app. To do this, please visit Play TV shows and movies with your speaker or display. There, you'll find instructions on how to unlink and relink video apps.

I hope this helps!

Regards,

Manuel

[dpd]

Hello. Thank you for taking the time to reply. I unlinked/relinked Disney Plus and uninstalled/reinstalled the google home app before the original post but to no effect. Disney Plus works on my tv and my phone. I can cast Disney Plus from my phone to the hub max and to a chromecast attached to another tv. The only thing that won't work is using google assistant to ask the hub max or chromecast to play something from Disney Plus. This suggests that the fault is with google assistant, not Disney Plus. Your previous advice aside, do you know why google assistant is unable to play anything from Disney Plus without generating the 'LOAD_FAILED' error message? Thanks.

[dpd]

Without suggesting the usual 'switch it off and back on again' advice, does anyone know why google assistant won't play content from Disney Plus?

Does anyone have a solution that works?

[dpd]

Disney Plus works on my tv and my phone. I can cast Disney Plus from my phone to a google hub max and to a chromecast attached to another tv. The only thing that won't work is using google assistant to ask the hub max or chromecast to play something from Disney Plus. Disney Plus is linked to my google home account and I've tried unlinking and relinking. When I ask google assistant to play Star Wars Episode 4 A New Hope from Disney Plus on the hub max, the response is 'OK, playing Star Wars Episode 4 A New Hope on Disney Plus', followed immediately by 'Sorry, something went wrong. When you’re ready give it another try'. The onscreen message is 'Something went wrong. Please try again. If you continue to have issues, please contact Disney+ Subscriptions Support. LOAD_FAILED'.

I’ve spoken with the Disney Plus Help Centre. The problem is with google assistant.

[catheryn]

Hello @dpd, 

Thanks for your response and the additional information. I'm sorry the issue with your speaker is still happening.

We're continuing to work on a solution, but in the meantime, you might try unlinking and relinking your speaker to the app. You'll also need to factory reset it.  Once you've set it up again, you can check if the problem is resolved.

Let me know how this goes and if you need further assistance. 

Thanks, 

Catheryn

[dpd]

Hello. Thank you for taking the time to respond. If you read the earlier posts, you will see that I have tried the usual ‘switch it off and back on again’ steps. In fact, I specifically asked people not to offer that kind of advice again and to reply only if they have a solution to the reported issue.

You say that ‘We're continuing to work on a solution’. That is a good start because at least you are acknowledging that there is a problem.

What is the problem?

[catheryn]

Hi there,

I understand your frustration. I apologize for the trouble you're experiencing. To assist you better, we'll need some additional information. 

I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required. Please make sure you leave your Community Thread and Community Username.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards, 

Catheryn. 

[dpd]

I’ve completed the form with the following content:

Google assistant won't play Disney Plus content. I use google assistant to play Disney Plus content on two hub max devices and a chromecast. The command 'hey google, play Star Wars Episode Four on Disney Plus' worked fine until last week. Now google assistant responds as usual with 'OK, playing Star Wars Episode Four A New Hope on Disney Plus' and the Disney logo starts to play but is followed with 'sorry, something went wrong, give it another try'. The onscreen message is 'Something went wrong. Please try again. If you continue to have issues, please contact Disney+ Subscriptions Support. LOAD_FAILED'. The Disney Plus Help Centre blamed google assistant. I've tried all the 'switch it off and back on again' steps, including unlinking Disney Plus, uninstalling the home app and resetting the devices. Disney Plus works on my tv and phone. I can cast Disney Plus content from my phone to the hub max and to a chromecast attached to another tv. The problem appears to be with google assistant.

[Trouble]

This is true for everyone in this situation and true google need to fix it and stop ask I g people to fill out useless forms 

[Trouble]

When Katherine when in reality are you going to fix its been almost a year of you guys doing nothing 

[JordanMaxwell]

Ok to preface, My nest hub Max would play Disney Plus perfectly fine when asked... hey Google play bluey on Disney Plus fine... hey Google play Star wars episode 4 on Disney Plus fine... but....... now it doesn't work and....

I've tried All of the above, unlinking and relinking, uninstalling the app from my phone, uninstalling Google home from my phone and reinstalling, factory resetting my nest hub Max, unplugging it plugging it back up ... nothing .... I get the same error message something went wrong please try again...

One thing I did notice... when I ask Google to open up Disney Plus it opens up the browser and goes to the website... it doesn't open up the app... when I asked it to open up Disney+ and it opened up the website I signed in on the website on my nest hub Max... but that won't work because The nest hub Max doesn't store the cookies so every time it goes to open the Disney plus website I would have to sign in again.... I wonder if this is the problem.... if it's trying to play Disney plus from the website instead of the app.... 

also when I look at the apps are installed on my nest hub Max I don't see Disney Plus as one of them, I see Netflix sling TV, Spotify, Pandora, YouTube, etc...

I don't know what the problem is but I sure would love to have a fix

[chaconmorales]

Hi dpd,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post. Thank you for all the details provided. 

Regards,

Mario

[Trouble]

I bet you did not help becuse you guys never get anything done or it would be fixed for everyone. You try telling your google max to play Disney dose not work the problem is I front of you and you waste others times 

[Fretters]

Thank you for starting this thread as I'm having the exact same issue.  Can I ask what level of subscription you have on D+?

I'm on the lowest level and I'm wondering if it's something to do with using too many devices.  Unlikely though as, like you, I can cast D+ from my phone to my hub max.

Very frustrating!

[dpd]

Hi. Too many devices using the account generates a different error message, so I don't think that has anything to do with the problem we are experiencing. I'm confident that the problem has something to with a google assistant bug.  

[Joho96]

I also have the same problem 

[jujulobo18]

Me too, exactly the same issue. Factory reset nest max numerous times, contact Disney plus and uninstalled and reinstalled home app. Nothing has worked. Would love to find a solution 

[jslsmithyx]

Having the exact same issue.... Error message on Google TV When asking to play something on Disney plus on said TV. Please fix 

[IDONTCVAREFE]

and still no solutions - I got the Google Nest hub for free thinking I'd won the lottery, it is the worst device ever. Refuses to play Netflix cheap subscriptions with ads yet plays Youtube ads with no hassle. I'd chuck the thing in the bin if that wasn't so wasteful. My Amazon Echo which is a good few years old can play Netflix with ads no problem. Far less complicated then this insistence everything is voice commanded.