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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Logan24jones
Level 7

Hulu was not on my new device.

My girlfriend and I purchased a Roku streaming stick plus. Model 3810x. Software version 9.4.0 build 4200-50. And the serial number is YH0012771096. After setting the device up we realized the Hulu button on the remote was not opening the app. After scrolling through every available option and screen we cannot find the app at all. And this was a brand new device. We’re located in Texas and I know Hulu is available in my area.

3 Replies
renojim
Community Streaming Expert

Re: Hulu was not on my new device.

Is there any chance your Roku account was created in Mexico or your IP address could appear to be located in Mexico?  There's several online IP address location checkers like these:

https://tools.keycdn.com/geo
https://dnschecker.org/ip-location.php

There's two reasons I can think of why a channel isn't available on a particular device.  One is that the device doesn't support the channel (usually it's an old device; obviously this doesn't apply) and the other is that the Roku account was created in a region not allowed by the developer of the channel or the device is located in a region not allowed by the developer.  If you log into your account at https://my.roku.com do you get redirected to a Mexican site or any other non-US site?

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whereishulu
Level 8

Re: Hulu was not on my new device.

I have exactly the same problem re the Hulu app with a brand new Streaming Stick+ purchased today. The Netflix button finds the app but Hulu, Disney+, & Sling do not appear to exist via the buttons and neither can I find them when searching through the channels.

I have updated the firmware to 9.4.0. 

And yes, I have a connection as Apps such as Apple TV, Netflix, and YouTube work fine.

Note: This is my first experience with Roku so I'm not sure if I'm missing something.  

whereishulu
Level 8

Re: Hulu was not on my new device.

I figured out my problem after chatting with Support. The account I created was not seen as being in the US. I'm guessing this was because my VPN was still on from my work day. The VPN sites are only in the US but it still seemed to confuse Roku enough that they didn't have me in the US.

Solution:
Reset device to factory setting
Unlinked device from account
Deactivated accont
Setup new account.

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