I can stream everything except Disney +

[LorinSilver]

For a couple of weeks, I haven't been able to stream Disney plus anymore.

I can start streaming, then the preview screen appears on the TV. But when I start a movie or series, I get a message saying "Oops! An error has occured with the current Chromecast session. Try starting a new Chromecast session from your browser."

I have two Chromecasts on two TVs, both have the same issue. I've tried casting from a laptop, desktop and smartphone, all give the same error message.

I have no issues streaming Youtube or Netflix.

[Jeran]

Hey there LorinSilver,

I'm sorry to hear that Disney+ is giving you issues! I'd be happy to help out where I can, since I know these problems can be tricky. What I would do is double-check that your Google Home app and Disney+ app are up-to-date. Then, I would clear out the cached app data for Disney+. If the problem persists, there may be an issue with Disney+'s servers, and I would reach out to their support to see if they are aware of any outages.

I look forward to your response, and if you have any other questions or concerns for me, please let me know!

Best regards,
Jeran
 

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know as we would be happy to answer any questions you may have.
 

Thanks,

Jun

[LorinSilver]

Hello, 

Re-installing the app and updating everything, disconnecting everything, clearing out data... Nothing works. I contacted Disney Plus, they don't know either.

Best regards,

LorinSilver

[Juni]

Hi LorinSilver,

Thanks for the information. Try to use another mobile phone to further isolate the issue. Let us know if this worked for you. 

Best,

Juni.

[LorinSilver]

Hello Juni,

Yes, I've used another mobile phone both to install the Chromecast and the Disney Plus app.

I would like to add that I never use a mobile phone to cast, I only use my PC and laptop.

Best regards,

LorinSilver

[Juni]

Hi there,

A few things: Which Chromecast device? Could you provide the firmware version for both Chromecast devices? 

Looking forward for your response.

Thanks,

Juni

[LorinSilver]

Hi Juni,

I'm not 100% sure it's not a Chromecast Ultra, I think it's a regular Chromecast, and I think it's 3rd gen. Firmware version is 1.56.281627

Best regards, and thanks for the assistance so far,

LorinSilver

[Juni]

Hello LorinSilver,

Thanks for the details. Try to do a full reset on your Chromecast and set it up again as a new device and observe if it will make a difference.

Keep me posted.

Best,

Juni

[LorinSilver]

Hi Juni,

I've already tried that, no luck. 

Best regards,

LorinSilver

[Juni]

Hi there,

Thanks for trying that. As you mentioned you are not able to cast using your laptop, desktop and smart phone, we would like to confirm, are you casting using a web browser on these three devices mentioned? If so, which web browser? Have you tried casting using the Disney + app on your smart phone too?

Looking forward for your response.

Thanks,

Juni

[LorinSilver]

Hi Juni,

On the laptop and desktop I use Chrome to cast.  I have tried using the cast button that is available on the Disney plus site, and have tried casting the entire desktop. Both to no avail. Casting the entire desktop doesn't give the same error message, but does show a black screen instead of whatever I'm trying to cast.

I've tried casting using Microsoft Edge, which also didn't work.

I have tried using the Disney + app on the smart phone, it gives me the usual error message.

Best regards,

LorinSilver

[Juni]

Hi LorinSilver,

Thanks for the response. Could you send us a photo or a short video of your TV screen when trying to cast using a web browser and the Disney + app? 

Below are the steps on how to upload a photo or video:

1. Start a new post.
2. Click Insert Image.
3. Choose an image source location.
4. Follow the on-screen instructions

Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

Cheers,

Juni

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[JenniferV]

Hey LorinSilver,

We haven't heard from you in a while so we’ll be locking this thread after 24 hours. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

I appreciate your help here, Jeran and Juni!

Best,

Jennifer