Forum Discussion

DanS777's avatar
DanS777
Channel Surfer
8 months ago
Solved

Missing subtitles using specific device - HULU

I've been watching a show in Hulu called "HIP - High Intellect Potential" (the French subtitle version). For two of the episodes, subtitles did not show up. Season 1 Episode 7 and Season 2 Episode 5....
remotes
  • RokuTakashi's avatar
    RokuTakashi
    7 months ago

    Hi, DanS777 

    Thanks for the response.

    It would be advisable to update both your Roku device and the Hulu app to ensure that you are running the latest software since you've mentioned that the issue only happens with a specific app.

    Follow the instructions below to manually check for software and app updates.

    1. Press Home 
       
       on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Software update
    5. Select Check Now to manually check for updates

    To update an app, follow the steps below:

    1. Go to the Home menu
    2. Select the app you want to update
    3. Press the star button (*) on your Roku remote
    4. Select Check for updates

    Once these steps have been performed, you can check and see if there are any improvements.

    Keep us posted on how it works.

    Thanks,
    The Roku Community Team.

RokuTakashi's avatar
RokuTakashi
Community Moderator
8 months ago

Hey, DanS777 

Welcome to the Roku Community.

I understand that subtitles are missing when you stream on Hulu, and I'm here to help you contact the right support.

It's advisable to contact Hulu support directly and sharing with them your experience with their app. It's important to note that channels on Roku are developed and maintained by the channel providers.

To contact them, refer to Hulu Help Center

I hope this will be fixed soon, and let us know if you have further concerns that we can assist with.

Thanks,
The Roku Community Team.

DanS777's avatar
DanS777
Channel Surfer
7 months ago

JWS9518 RokuTakashi The reason I posted here is because the problem is only happening on one of my Roku devices. It works fine on another Roku device and from a PC. Could the problem actually be in the app and somehow it is only triggered on specific Roku devices? Sure, that's possible. It just seemed way more likely to be a Roku side issue. But I'll contact Hulu anyways.

  • JWS9518's avatar
    JWS9518
    Roku Guru
    7 months ago

    DanS777 

    It might be something specific to that device, but more likely is a bug in the app.  I had a similiar issue with Disney at one point and it was a bug with Disney.  Sometimes it is dependent on the subtitling services the app maker uses and if that is having issues as well.

     

    As an option, you could try clearing your cache by system restarting your Roku or unplugging power for 60 seconds and see it that fixes it.  Or you could uninstall the app, system restart/unplug, and reinstall the app and see if it helps.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    7 months ago

    Hi, DanS777 

    Thanks for the response.

    It would be advisable to update both your Roku device and the Hulu app to ensure that you are running the latest software since you've mentioned that the issue only happens with a specific app.

    Follow the instructions below to manually check for software and app updates.

    1. Press Home 
       
       on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Software update
    5. Select Check Now to manually check for updates

    To update an app, follow the steps below:

    1. Go to the Home menu
    2. Select the app you want to update
    3. Press the star button (*) on your Roku remote
    4. Select Check for updates

    Once these steps have been performed, you can check and see if there are any improvements.

    Keep us posted on how it works.

    Thanks,
    The Roku Community Team.