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 a...
Forum Discussion
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.
(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.
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,
CarlyModel: Roku Ultra 4800X
S/N X0100FLWJHV
Version 1.3.1.4
Build 1510-C2
Device ID: S02A21CLWJHV
I will provide the tracker ID later.
Note that the the problem is completely and easily reproducible using the notes I put in above. I am hard pressed to think how it is anything but a flaw in the Hulu app on the Roku platform.
Thank you for providing us with the precise details requested.
Rest assured that this has already been coordinated with the appropriate investigation team. Once we receive updates regarding this case, we'll post them here.
Furthermore, if you can provide us with the tracker ID, that will help us.
In the meantime, we humbly request for your patience and understanding as we work on this.
Regards,
Carly
