Forum Discussion

rbwksf's avatar
rbwksf
Streaming Star
2 years 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 a...
app feature
app playback
rbwksf's avatar
rbwksf
Streaming Star
2 years 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
2 years 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
    2 years ago

    Model:  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.

     

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      rbwksf 

      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

      • rbwksf's avatar
        rbwksf
        Streaming Star
        2 years ago

        OK.  I caused the issue to happen (had audio discription turned on when I started a "The Bear" episode last night)..   Same issue with the progress bar moving left to right over and over (for many seconds).

         

        I did the procedure to get the trackin ID while the issue was happening.  Here it is:

        HV-367-241

        Also, I mistyped the software version.  It is 13.1.4

        The GC version is 12.1.17

         

        Thanks,

        Bob Warren