Forum Discussion

RJKU's avatar
RJKU
Newbie
8 months ago

Crunchyroll on Roku Channel Sound Quits Mid Movie

Signed up for a free trial with Crunchyroll on Roku. Watching "Wolf Children" and everything is fine until 1:13:20. The sound just stops for the rest of the movie using the English version. The Japan...
app playback
JWS9518's avatar
JWS9518
Roku Guru
8 months ago

I would suggest reaching out to Crunchyroll customer support directly as Roku has no control over issues with third party apps.

RJKU's avatar
RJKU
Newbie
8 months ago

This was not a direct Crunchyroll subscription this is a RokuChannel Subscription.

I have a separate CR subscription and they don't even have this particular movie on their app. It was only available through the RokuChannel.

But I'll still reach out to see.

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    8 months ago

    Hi, RJKU.

    Thanks for reaching out here in the Roku Community!

    We appreciate you reaching out to us about your concern with the Crunchy Roll on the Roku Channel audio issues and we'd like to be able to dig deeper into this. 

    To assist us in the investigation, please provide the following information below:

    • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
    • Tracker ID (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)
    • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

    Please get back to us soon. 

    Best,
    Emman

    • nraff's avatar
      nraff
      Channel Surfer
      8 months ago

      The movie audio always cuts out at 1:13:20, just like the previous poster indicated.  It's doubtful that's it's a user end software issue.

      • nraff's avatar
        nraff
        Channel Surfer
        8 months ago

        Please fix this Roku!

    • nraff's avatar
      nraff
      Channel Surfer
      8 months ago

      I do not think this is a software glitch since multiple people experience this audio drop at the exact same time in the movie, but here is the info you requested so we can move forward to the next step:

      Model 100012585

      Serial Number X02900EYNT2X

      Device ID S17JY47YNT2X

      BUILD 18 VERSION 12.5

      TRACKER ISSUE ID 2X-041-928

       

    • Sheashea's avatar
      Sheashea
      Newbie
      8 months ago

      Helpppppp!! I got to sub(for Roku channel ChrunchyRoll just to watch this one! 

      Model:3930RW - Roku Express

      Serial # :X00400L1UP1G(S01333D1UP1G)

      SV: 14.1.4 • build 7709-AE

      Tracker ID Issue: 1G-042-051

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        7 months ago

        Thank you, @Sheashea and @nraff, for providing your Roku device information.

        Rest assured we have coordinated this with our Roku team for review. We will update you once we have more details about this matter.

        Additionally, we would like to know what troubleshooting steps you have taken to fix this issue. In the meantime, we suggest you try the following:

        1. Update the channel
        2. Restart your Roku device
        3. Does this only occur in the movie "The Wolf Children Ame and Yuki," or is any other content affected?

        We will wait for your response.

        Cheers,
        The Roku Community Team