Forum Discussion

rbwksf's avatar
rbwksf
Streaming Star
10 months ago

Problem with audio descripton on Hulu app

Hi,
I had stopped my Hulu subscription but recently started it again (to watch new seasons of "The Bear" and "Only Murders in the Building"). However, there is an annoying problem with support for audio description on Hulu (latest version on fully up to dfate Roku Ultra).

After much testing, the issue boils down to this: if AD is turned off when Hulu is started, then a show will start just fine. AD can then be turned on and works fine. However, if one exits Hulu (with AD enabled) then Hulu will "loop" over and over the next time it is started. This is also the case if one simply lets the app move to the next episode in a series with AD turned on. The only "fix" is to remove the Hulu app from the Roku and download and install it again (rebooting and/or powering off the Roku is ineffective). Once reinstall Hulu starts working again but without AD selected. So, I have to start the show I want and re-enable AD. This is really annoying. But at least the problem is easy to demonstrate.

I will try again with support a tHulu but it seems to me that Roku could take some responsibility as well. (Seems like a lack of good testing and quality control).

Bob Warren

 

app feature
app playback

15 Replies

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    10 months ago

    rbwksf-

    To clarify and to help Roku with any possible trouble shooting ...

    By "audio description" you are referring to selecting an audio track with an audio overlay describing what is taking place on screen for the benefit of the visually impaired, right?

    Paging Roku employees RokuAustin, RokuERey, RokuMaryEF, and any other moderators for follow up.

    • rbwksf's avatar
      rbwksf
      Streaming Star
      10 months ago

      (Replied to your email but here is what I sent):

       

      Yes, I am referring to starting a show on Hulu, getting into the Settings menu and selecting "English with audio description".  When I do that, AD works fine for the show I am watching.  But, if I exit Hulu and come back, the progress bar "loops".  I have to exit the app, remove and reinstall the app to get past the problem.  Note that al other apps (Netflix, Prime Video, MAX, PBS,, etc) tht support AD only requir4e it to be turned on once and the setting is remebered and active for y future show that has an AD track.

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        9 months ago

        Hi, rbwksf.

        Greetings from the Roku Community.

        We appreciate you for bringing this to our attention. Rest assured that we'll coordinate this with the appropriate team for review.

        In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

        • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
        • Tracker ID (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)

        We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

        Warm regards,
        Carly

  • rbwksf's avatar
    rbwksf
    Streaming Star
    8 months ago

    (Some more tilting at windmills...)

    Here is an email I just sent to MAX/HBO accessibility support regarding how audio description works on the Roku app.  Compared to other apps on the Roku (Netflix, Prime Video, PBS, etc) it works very poorly.  I hope Roku would work with the channel they provide to improve this behavior.

    ----------

    I know how to turn on audio description and can do that either using the Max app itself on my Roku or using the "star" button to get to where I can set it under "Accessibility and Languages" on the Roku.. All good.

    BUT, once AD is enabled the first time, I would like having the app always play audio description when an AD track is present in the move or series.. This is how Netflix, Prime video, PBS, etc work. That means if I go to the next episode in a series, AD will be there. Or, if I start a different movie/series that has AD it will be there. Right now, I have to re-enable AD for each episode of a series or each new show I watch that has it.

    Many people who are blind/low vision benefit greatly from AD but have a difficult time getting it set up initially. Often they have to have a sighted person do that. I hope Max will consider making the option to use AD "sticky" (much like other settings in the app). This will be a great help to many.

    I hope this is clear.

    Bob Warren

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      8 months ago

      Hi, rbwksf.

      Greetings from the Roku Community.

      First, we would like to address your concern regarding playback issues while closed captions (CC) are enabled in the Hulu app. We have coordinated with our team to replicate and investigate the problem on your Roku Ultra (4800X). Unfortunately, our team has not been able to determine the cause of this issue, as it only occurs in Hulu.

      We want to clarify that enabling CC in your Roku settings does not guarantee that it will also enable CC within a specific standalone app, including the Hulu app, as those apps have their own features managed directly from within.

      This is also related to your second concern regarding the inconsistent closed captioning (CC) in the Max app. We highly recommend that you coordinate directly with the channel provider, as this issue lies within their app. They manage and maintain their app on the Roku streaming platform independently, and Roku does not have direct access to their system operations.

      We strongly recommend maintaining communication with their Support team for further assistance.

      We hope this helps clear everything up. 

      Best regards,
      Carly

      • rbwksf's avatar
        rbwksf
        Streaming Star
        8 months ago

        Hi,

        Thanks for the reply but I did not write about closed captions but rather audio description (and not the audio guide either).

        The bottom line (for me) is that roku should be willing to advocate for getting issues with channels fixed, whether or not they (Roku) has access to the code as opposed to putting that burden on your users.

        Given that, the only conclusion I can draw is that roku really does not care much about (or even really understands) the needs of the blind/low vision community.

        Bob Warren