Getting an error msg from Disney+

[BjarneBjarne]

older movies and all tv-showes works, but with new movies, just on Disney+ i get an error when trying to cast, it loads the movie for two seconds and stops.

talked with Disney+ for a long time trying to fix it, but they say the red text of the msg is from Chromcast, or something like that.

the complete error code i get is, 5315 DMP error:5315 - DRM_HDCP_ERROR - HandleKeyStatusChanged output restricted - Playback: core error

iv disconnected everything (tv, router, chromcast etc) for more then 10min, restarted apps, reinstalled apps, nothing seems to work. Any ideas?

[jenniffert]

Hi BjarneBjarne,

Thanks for reaching out to the community! I’m sorry to hear that only when you try playing new movies on the Chromecast from Disney+ you got an error, and it keeps loading the movie for two seconds and stops. Help's here!

I also appreciate all the workarounds already performed with Disney+ support. To continue investigating the inconvenience, I'd like to ask the following:

• What is the specific model and generation of your Chromecast? Here’s a helpful article about how to identify the model of your device.
• Are you able to watch the newest movies on your phone using the Disney+ app?
• Have you ever cast new movies from the Disney+ app without experiencing any problems with performance or video quality?
• Have you tried using the Chromecast device on a different TV? If so, does it show the same behavior?
• Which mobile operating system do you use—iOS or Android?

In the meantime, I'd suggest the following steps:

• Make sure you have the latest software version of the Google Home app and the casting device (phone or tablet).
• Verify the firmware version of your Chromecast. You can find this information in the article: Chromecast firmware versions and release notes.
• Try casting from a different casting device (phone or tablet) and then from a different streaming platform to determine if the error occurs exclusively while using the Disney+ app.

Please let me know if that works.

Best regards,

Jenniffer

[BjarneBjarne]

- Chromecast ultra

-works fine watching on the phone

-been working fine up until around mid december

-tried it in the livingroom now, and aparently there it works fine, on the older tv

-ios (phone and tablet)

[jenniffert]

Hi BjarneBjarne,

Thanks for following up!

I appreciate all the details and the workarounds already done. Given that your Chromecast Ultra and Disney+ are functioning properly with your living room TV, the inconvenience may be due to the TV's requirements.

To continue investigating the situation, I'd like to ask the following:

• What is the brand and model of your previous TV?

Additionally, I'd suggest checking that your previous TV meets the requirements for using Chromecast Ultra. For more details, you can check out the following article: Requirements for Chromecast and Google TV Streamer devices.

Please keep me updated.

Best regards,

Jenniffer

[BjarneBjarne]

my tv is a Samsung, model UE50HU6905U

the tv in the livingroom is about 5-10 years older, samsung that as well, dont know the model.

My tv is updated and been working fine with this chromecast for years.

[jenniffert]

Hi BjarneBjarne,

Thanks for your reply and for providing the information!

I understand how inconvenient it is since the Chromecast was previously working with your Samsung TV, but now it's having issues with Disney+. Since you've checked the TV meets the requirements, this inconvenience might be related to a recent TV software update. Your TV may not receive any further software updates, or its current software may no longer be compatible with the Chromecast.

Here are some other steps to try and see if the Chromecast is able to work as it should with the Samsung TV:

• Try a different HDMI port. Testing if using a different HDMI port on the TV can improve the connection.
• Perform a factory reset on your Chromecast device. Refer to this article for instructions: How to factory reset your Chromecast. And set up your Chromecast device again through the Google Home app.

Keep me posted.

Best regards,

Jenniffer

[BjarneBjarne]

that was the first two things i tried. did not help. 

[BjarneBjarne]

think i fixed it, finally. did a factory reset of the tv, but its weird since i didnt update or change anything on the tv earlier, it just didnt work out of the blue.

But yeah... fixed now 

[jenniffert]

Hi BjarneBjarne,

Thanks for your reply!

I also appreciate all the efforts you've been making to resolve this inconvenience with the Chromecast Ultra and the TV.

If you need more assistance in the future, feel free to post again.

Best regards,

Jenniffer