Disney + and Paramount wont load videos

[Dvinchi]

I recently switched from firestick to Chromecast with Google TV. For the most part I have been very pleased with it however I am unable to load any TV shows or Movies with the Disney+ or Paramount+ apps. All other apps work perfectly fine. Both apps with the issue will load content and I am able to navigate through them but once I select something to watch neither of them will load thr video. Disney comes up with a Contact Support which has been no help and Paramount just keeps flashing acting like it wants to load. If it was one app I would think it's an app issue but with 2 it makes me wonder if it's a Google TV issue. All apps and Google tv are updated. I've tried resetting, fresh installs and rebooting modem. Ive also tried different resolutions. Any help or suggestions would be appreciated. 

[JenniferV]

Hello Dvinchi,

Thanks for reaching out and for doing some steps beforehand — I appreciate it! To cover all the bases, could you clear the cache and data of the affected apps and reboot your Chromecast with Google (4K) then, plug it into a different HDMI port on your TV? 

Keep me posted.

Best,

Jennifer

[Dvinchi]

Hey Jennifer, thank you gorgeous the help. I have cleared everything again. Forced stop. Unplugged chromecast and plugged into the other hdmi port on the TV. Does same thing where the apps will load. I can navigate them just fine. When I goto load a movie or show it errors out. I have even updated my TV thinking that may be an issue. Any other things I should try. 

[Dvinchi]

For your help* 🙃

[JenniferV]

Hey there,

Thanks for getting back to us with an update. Could you please go to Google TV settings > Apps >  See all apps > Choose the apps you're having an issue with > Check for any updates? After that, test if the issue will persist.

Let me know how it goes.

Best,

Jennifer

[Dvinchi]

According to Google  searches  am running the latest version of Disney Plus 2.15.3-rc5 and Paramount Plus 12.0.34 l. However on the app settings there is no option to check for latest version outside of Uninstalling and reinstalling. I have just Uninstaller and reinstalled both again and still same issue. 

[JenniferV]

Hi Dvinchi,

Got it. Please try the additional steps below:

1. From the Google TV home screen, at the top right, go to the profile icon.
2. Select Settings > Apps.
3. Select the app you want to close.
4. Select Force stop > OK.

If the issue persists, perform another factory reset on your Chromecast with Google TV (4K). Here's a guide: How to factory reset your Chromecast.

Thanks,

Jennifer

[Dvinchi]

Hey Jennifer

I factory reset everything. Once loaded I tried disney and paramount first before anything else. They both worked. I ended up doing a trial and error and found that the Bluetooth Samsung Soundbar was causing the issue with the 2 apps with it loaded and going through chromecast device. I have reset again and loaded the soundbar through the TV and both apps are still working. I guess painting the soundbar with chromcast was causing a sync issue with the video of the apps. Hope that was it and may it help anyone else with same issue. I don't remember seeing anyone else that has come up with same conclusion. 

[JenniferV]

Hello there,

Thanks for keeping me in the loop and for sharing your resolution in the Community! I suggest you observe the behavior of your device and let me know if the issue will persist.

Best,

Jennifer

[JenniferV]

Hey Dvinchi,

It's me again. I want to check if everything is up and running now. Feel free to let me know if you still need help.

Thanks,

Jennifer

[JenniferV]

Hi Dvinchi,

I haven't heard from you so I’ll be locking this thread after 24 hours. If you need help in the future, please feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer