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RokuMaryEF's avatar
RokuMaryEF
Community Moderator
12 months ago
Solved

[SOLVED] Hulu channel closed captions is out of sync

Hi Community users,

Thank you for raising this concern within the Roku Community.

We've received reports regarding an issue with the Closed Captioning feature in the Hulu channel. 

Update 6/6:

We believe this issue has been resolved

Previous Update:

This issue is currently under Investigation. 

To expedite our investigation process, we kindly request the following details from affected users:

  • Roku device model, serial number, device ID, and OS version (Found in Settings > System > About).
  • Channel version/build: Select the channel on the Home screen and press the * button to find this information.
  • Tracker ID: When encountering the issue, press the Home button five times and the Back button five times. Please provide us with the Tracker ID displayed.
  • Please cite specific content title examples you have tried to play on the Hulu Channel experiencing an issue.

Your cooperation in providing this information will greatly assist our engineering team in identifying and resolving the issue. We will keep you updated on our progress.


Best regards,
Roku Community Team

Fixed
  • RokuJharra-Q's avatar
    RokuJharra-Q
    12 months ago

    Hi kortneecoleman_,

    Welcome to the Roku Community!

    Thank you for notifying us about the issue you encountered while streaming on the HULU channel. We're here to assist you.

    We highly recommend following these steps to resolve this type of issue.

    • Disable closed captions, then enable them again.
    • Fully close Hulu: Start by fully exiting Hulu and all other apps or programs running in the background, then try opening Hulu again.
    • System restart: Turn off your device (and the modem and router, if applicable). Wait a few minutes, then power back up.
    • Check for app updates: To check for Hulu updates, highlight the channel, press the star (*) button on your Roku remote, and select "channel update."
    • Uninstall and reinstall: highlight the channel, press the star (*) button on your Roku remote, and select "remove."

    Please try doing this and see if it helps with what you're experiencing. Keep us posted.

    Thanks,
    Jharra

  • RokuJharra-Q's avatar
    RokuJharra-Q
    12 months ago

    Hello, Community users!

    Great news, everyone! We believe that the issue with closed captions on the Hulu channel has been fixed for most users.

    Still Having Trouble?

    If you're still experiencing problems with closed captions on Hulu, here are your next steps:

    1. Start a new thread: If restarting doesn't help, create a new thread detailing the issue you're facing. This will help us provide you with the most relevant troubleshooting steps.
    2. Send a private message (PM): Feel free to send me a PM for more personalized assistance.

    Thank You!

    We appreciate your patience and everyone who reported the issue. This thread is now closed and marked as solved.


    Best regards,
    Jharra

  • kortneecoleman_'s avatar
    kortneecoleman_
    Newbie
    12 months ago

    My captions are out of sync on the Hulu app. I’ve tried turning them off and back on through Hulu, changing it through accessibility settings, and restarting the whole system. Nothing helps it

    • Liquidfire88's avatar
      Liquidfire88
      Reel Rookie
      12 months ago

      Having the exact same issue. It’s as if the captions continue through commercials. 

      • Mushrat's avatar
        Mushrat
        Newbie
        12 months ago

        Same problem. Captions continue to run through the commercials and they are out of sync for the rest of the program. None of the suggested fixes work. I tried it on a different TV. Same problem. One is a Roku TV, the other a Samsung with a Roku box attached.  The problem is only with Hulu.  Netflix, Prime, etc all work fine.  I had this same problem with Hulu some time back but I don't remember how it was resolved.  It's maddening. 

    • Gab_'s avatar
      Gab_
      Newbie
      12 months ago

      I’m having the exact same issue

    • Summerlander's avatar
      Summerlander
      Newbie
      12 months ago

      I am trying to watch a show (killing kind) on Hulu.  Suddenly episode 5, clised captions are at least a minute ahead of the program.  Software is up to date and I have done a system restart - suggestions?

      • myklbee's avatar
        myklbee
        Newbie
        12 months ago

        I've observed this same behavior since yesterday.  Seems to be Hulu only,  but across 3 different Roku devices, all 3 are different models.  Anecdotally, it seems to be Hulu based, and not based on which device you have.  I haven't yet tried other devices (iOS, web, etc) in an attempt to validate.

  • lucike8's avatar
    lucike8
    Newbie
    12 months ago

    I have a 4K streaming stick 3820R2. Ever since I got the 13.0 update Hulu stutters, gets stuck and repeats scenes and the closed caption is out of sync. I reset my device and uninstalled/reinstalled Hulu. Any other ideas? Anyone else have this issue?

    I haven’t noticed issues with any other apps.

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      12 months ago

      Hi lucike8!

      Thanks for reporting this issue to the Roku Community.

      We understand your issues with streaming the Hulu channel, and we appreciate the steps you have taken so far. Instead of just removing and adding the channel, could you follow the correct troubleshooting sequence below:

      1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
      2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
      3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

      Additionally, try connecting the Roku device to a mobile hotspot just to check if there's an improvement. In case that the issue persists, kindly share with us the details  below:

      • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

      Kindly keep us updated with more details.

      All the best,
      Janadee

      • mcds1's avatar
        mcds1
        Newbie
        12 months ago

        Model 3930X

        SERIAL X00400SVJWKP

        SOFTWARE 12.5.5 BUILD 4174-AE

        GC 11.6.21

        TIMESTAMP 2024-06-05T22:39:03Z

        KP-225-999

        HULU captions out of sync.  Removing, rebooting and reinstalled did not resolve issue.

  • ToddinSD's avatar
    ToddinSD
    Reel Rookie
    12 months ago

    I am also experiencing this issue as of June 4. I followed the directions to remove the app, reboot the system, and reinstall the app. The problem was fixed until the first commercial break and then recurred. This is a problem for Hulu only and only on Roku. No other channels on Roku have this problem and Hulu works fine on iOS, Apple TV, and Fire TV. 

  • ToddinSD's avatar
    ToddinSD
    Reel Rookie
    12 months ago

    I've discovered a temporary workaround until this problem is permanently resolved. I've discovered that I can mirror the Hulu app from my iPhone to the Roku and the close captions work fine. I can also put the phone to sleep while mirroring the video and control the video with my regular Roku remote control.

  • tanakma5's avatar
    tanakma5
    Newbie
    12 months ago

    I have a 4K streaming stick 3820R2. Ever since I got the 13.0 update Hulu stutters, gets stuck and repeats scenes and the closed caption is out of sync. I reset my device and uninstalled/reinstalled Hulu. Any other ideas? Anyone else have this issue?

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      12 months ago

      Hello, tanakma5.

      Thanks for bringing this to our attention!

      We understand and share your sentiments. If you have already removed it, restarted, and added the Hulu channel, and the same issue persists. Kindly provide us with the details requested by our Roku engineers to investigate your device:

      1. Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      2. Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      3. Hulu channel version.
      Additionally, we would also recommend getting in touch with Hulu Support for additional help.
       
      Your response with these details will be sent to the appropriate support team for further investigation. We look forward to hearing from you.

      Sincerely,
      Janadee