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CroKnows's avatar
CroKnows
Newbie
3 years ago
Solved

Audio sync issues with Hulu and Roku Streambar

Same issue watching Justified. Sync issue occurs after commercials. Go back and resume series to solve each time. Definitely a hulu app issue. Also mutes audio for 2 seconds when returning from commercials. 

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi CroKnows,

    A warm welcome to the Roku Community!

    We understand that you're having sync issues with the Hulu channel, and we would want to help you with this. Kindly follow the troubleshooting steps below to resolve the issue:

    1. Remove the Hulu channel by highlighting it from the channel tile and pressing the star (*) button. Then select the remove option.
    2. Do a system restart by navigating to Settings > System > System Restart.
    3. Add the channel back by searching for it from the "Streaming Store."

    After performing these steps, kindly check if you notice any difference.

    Please keep us posted.

    All the best,
    Kash

21 Replies

Replies have been turned off for this discussion
  • NativeAZ's avatar
    NativeAZ
    Binge Watcher
    3 years ago

    Same issue for at least a month now. Using Roku Streambar. Only Hulu app does this. Reinstall, update, etc makes zero difference. Does Roku have any actual coders? Or just people who say, have you turned it off & back on? The last update obviously has a bug. Review the code. 

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      3 years ago

      Hi NativeAZ,

      Thanks for keeping the Roku Community posted!

      We are grateful that you have contacted us, and it does appear that this problem is affecting a significant number of customers. The troubleshooting options for it have been exhausted at this point.

      We'd like to look into this matter more thoroughly, and we'll need your assistance to do so. We would appreciate it if you could provide the following information to us:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • tracker ID when this issue occurs (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).
      • steps to reproduce the issue you are seeing
      • errors that you are experiencing on screen.
      • Can you provide a video or screenshot of the issue you're experiencing if possible?

      We'll be looking forward to it. Thanks!

      Regards,

      Rey

      • nbever's avatar
        nbever
        Reel Rookie
        3 years ago

        Hello RokuERey 

        Obviously I'm not NativeAZ - but we're experiencing the exact same issue.  I'll briefly mention the steps here but if you look at me post above you'll see them more explicitly.  And let me be very clear - the work arounds mentioned above and referenced by RokuTakashi make it possible to watch a show but it's irritating enough that we find ourselves avoiding Hulu now.  Certainly a fix from either Roku or Hulu is in order.

        -Start streaming a show
        -Watch first commercial break
        -Video will start with no audio
        -Wait 15 seconds or so and audio will start but out of sync

        This pattern happens after the first commercial break and the last commercial break consistently

        Here's my technical info that you requested (gathered from Homex5, Backx5... no error screen):
        Model: 9102R - Roku Streambar
        Serial Number: YL002C992558
        Device: 2A11A2992558
        Software Version: 12.0.0 build 4184-95
        GC Version: 9.5.513
        Timestamp: 2023-08-29T17:29:182
        Issue ID: 58-342-329

        Only with the Hulu app so it's entirely possible this is their issue - but between your two companies I'm sure you can find the cause easy enough.

        Thank you,
        -Nate

  • Steve9930's avatar
    Steve9930
    Reel Rookie
    3 years ago

    I have the same issue. Very annoying. You can always tell its screwed up because when it returns from the commercial, the audio is silent for several seconds. Then the audio is out of sync. If you back out and restart the stream the audio is fine. This happens on more than HULU. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      3 years ago

      Hi Steve9930,

      Welcome to the Roku Community!

      Thanks for bringing this to our attention, and we'd like to help. As mentioned in the previous comment above this thread, have you tried performing the troubleshooting steps to resolve the issue? If not, we highly recommend performing those to see if it resolves the issue.

      If the issue persists, please keep us posted so we can work further on the issue. Your response matters most to us.

      All the best,
      Kash

      • nbever's avatar
        nbever
        Reel Rookie
        3 years ago

        I'm not the original poster, but I'm experiencing the same issue with my streambar model 9102X.

        For us it's very predictable.  We will begin streaming the content and a commercial set begins - audio is fine.  That set of commercials ends and the sound is gone as the content plays.  As other members have indicated, if you stop the stream and restart/resume the audio returns.

        At this point the content seems to "work" through the next few commercial sets, but when it hits the final set of commercials the audio is lost when it returns to the content.  Stopping the stream and restarting/resuming then results in the content starting back at the very beginning and you have to fast forward back to where you left off.

        We experience this with all streaming content on Hulu (w/Live) and not on any other streaming app.

        We have taken the advice on this thread and tried the following to no avail:
        * Uninstall/reinstall of the Hulu app
        * Clearing the cache
        * system restart
        * re-seating the cables
        * Trying to update both the app and the system

        I contacted Hulu support as a suspect it's a software issue in the app and learned that Hulu does not list the Roku Streambar as a supported device.

        Obviously after some update on the app or the platform, a glitch between the two was introduced and needs attention from one of the two parties to resolve.  Getting Hulu to officially support the Streambar would likely be a huge step forward.

         

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    3 years ago

    Hi CroKnows,

    A warm welcome to the Roku Community!

    We understand that you're having sync issues with the Hulu channel, and we would want to help you with this. Kindly follow the troubleshooting steps below to resolve the issue:

    1. Remove the Hulu channel by highlighting it from the channel tile and pressing the star (*) button. Then select the remove option.
    2. Do a system restart by navigating to Settings > System > System Restart.
    3. Add the channel back by searching for it from the "Streaming Store."

    After performing these steps, kindly check if you notice any difference.

    Please keep us posted.

    All the best,
    Kash