Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Baradanikto
Level 10

Hulu - Pre-roll ads crashing Roku

I've been experiencing an intermittent problem since the latest OS update.  On occasion, when I attempt to view an episode of a show within Hulu, a pre-roll ad will display.  Once the ad is finished, the ad icon continues to display in the bottom left, the screen is blank, and the Roku is hung.  In about 30-60 seconds, the machine will reboot on its own.

I then go back to the episode I was trying to play and it works correctly.  This seems to happen on more than one Roku I own.

It appears that the reboot cleans out some offending code or memory from the machine.  There's no way for me to know if it's a Roku problem or a Hulu problem.  Either way, if it's a Hulu problem, an app should not be able to take down the entire machine.

Is anyone else experiencing this?  Roku, can you look into this?

Windows desktop software for creating and managing MRSS, JSON, and FireTV feeds @ https://github.com/rrirower. No Programming, JSON or MRSS knowledge required.
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Community Manager
Community Manager

Re: Hulu - Pre-roll ads crashing Roku

Thanks for letting us know about the issue you're seeing with that channel. 

To test, I might recommend removing the channel, restarting your device, then adding it back once more to see if that helps. 

Please send me a private message with your Roku account email address, the serial number of your Roku device from Settings>System>About, along with the content you observe this occurring on while watching and the ad that plays, if you can recall. I'll get this over to the team to take a look, and help work with the channel provider to resolve. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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cbarbagallo
Level 7

Re: Hulu - Pre-roll ads crashing Roku

Having the same issue here.  Spent some time with Hulu support last night.  This is a known issue that was supposed to have been resolved.  The rep had to re-open the support ticket, said it should be fixed within several days.

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Baradanikto
Level 10

Re: Hulu - Pre-roll ads crashing Roku

As of yesterday, this has not been fixed.

Windows desktop software for creating and managing MRSS, JSON, and FireTV feeds @ https://github.com/rrirower. No Programming, JSON or MRSS knowledge required.
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FloridaGuy
Level 7

Re: Hulu - Pre-roll ads crashing Roku

Just opened Hulu and selected "Vikings".  Roku crashed and restarted about 20 seconds later.

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Baradanikto
Level 10

Re: Hulu - Pre-roll ads crashing Roku

@RokuTannerDI hope someone from Roku is taking a hard look at this, or, is working with Hulu.  This happens multiple times per day to more than just me.

Windows desktop software for creating and managing MRSS, JSON, and FireTV feeds @ https://github.com/rrirower. No Programming, JSON or MRSS knowledge required.
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Community Manager
Community Manager

Re: Hulu - Pre-roll ads crashing Roku

@Baradanikto Thanks for following up. We've passed along the feedback, and this is being investigated currently. I'll be sure to share any news that I hear.

For more help, I'd recommend following up with Hulu support directly for any additional questions and updates. 

 

Cheers,

Tanner

Tanner D.
Roku Community Manager
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higdon2k3
Level 7

Re: Hulu - Pre-roll ads crashing Roku


@RokuTannerD wrote:

@Baradanikto Thanks for following up. We've passed along the feedback, and this is being investigated currently. I'll be sure to share any news that I hear.

For more help, I'd recommend following up with Hulu support directly for any additional questions and updates. 

 

Cheers,

Tanner


Tanner

Has there been any progress on this. I am having the same issue where Hulu goes to an ad break, sometimes the ad break will restart a couple times, then give me a playback error P-ts207. This happens on both of my Roku sticks but not on my xbox or laptop. Also I have no issues with other apps so I'm assuming it's an issue with the Hulu app on the Roku.

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Re: Hulu - Pre-roll ads crashing Roku

I see this too.  Only on my Roku Ultra.  My Roku TVs do not have this problem.

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