Forum Discussion

mvc's avatar
mvc
Binge Watcher
2 years ago

Fox and ABC Hulu programs loop continuously at the beginning on Roku Streambar

I have Roku streambar and Hulu app. About a month ago I started noticing that Fox and ABC Hulu programs loop continuously at the very beginning and will not start to play. I'm able to work around thi...
app playback
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

Hi mvc,

Thanks for the post and for sharing us with more specific information about this issue you're experiencing.

We'd be more than happy to look closely into this. Could you share with us the details below?

  • Roku device 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 5 times, followed by the Back button 5 times, and provide us with this ID).
  • Steps to reproduce the issue you're seeing
  • errors that you are experiencing on screen.
  • Can you provide a video or screenshot of the issue you're experiencing?

This will help our engineering team investigate the issue further. We'll look forward to it.

Thanks,

Rey

mvc's avatar
mvc
Binge Watcher
2 years ago

Hi Rey, thanks for your reply. 

Device model: 9102R

Serial #: YL00DF943273

ID: 2A116D943273

Software version: 12.0.0 build 4184-95

Tracker ID info is attached image.

Acceptance criteria:

  1. Can play Fox and ABC programs without continuous looping in the beginning from Roku Hulu app
  2. Can play programs from Roku Hulu app without audio going off-sync (requires rewind/restart to re-sync audio)

Steps to reproduce:

I want to watch Masked Singer using the Hulu app with Roku streambar so that I can have a nice TV night with popcorn!

  1. Go to Roku home
  2. Choose Hulu app
  3. Go to "my stuff" in Hulu and choose Masked Singer
  4. Execute the latest episode 
  5. Fox logo appears and the expectation is that an ad will play
  6. Fox logo continually loops and the ad never plays
  7. Program never plays and is stuck at the beginning in a continuous loop

 

  • GlennyKravitz's avatar
    GlennyKravitz
    Newbie
    2 years ago

    We are having the exact same thing. My wife was trying to watch the Bachelor on Hulu, and it stuck.  We followed all the same steps:  Here is our issue tracker

    Issue report tracker

    Model: 7105X - Roku TV

    Serial number: YNOOMT522518 (967C522518)

    Software version: 12.0.0 • build 4182-30

    GC version: 10.1.517

    Timestamp: 2023-10-06T22:38:46Z

    Please use issue ID 18-401-678 to report the current issue.

     

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Thank you so much for the follow-up mvc and GlennyKravitz,

      No worries, we'll forward the details you have provided to the appropriate Roku team for further investigation. We sincerely appreciate your patience and understanding as our team reviews this one.

      If you have other issues you'd like to share, please do so in order for us to address them immediately. If it's another issue, feel free to create another thread.

      All the best,
      Janadee