Channels & viewing

[creiman]

I’m having the same issue with multiple Roku devices and a brand new Roku device I purchased from Best Buy today. All of the Roku devices are HDR compatible. They are all updated with the most recent software available. There are certain movies shows 5.1 and HDR (in little boxes in the show/movie description) and none of those “types” of shows will play. If the show/movie shows 5.1 only or neither 5.1 or HDR is indicated in the description, the movie or show  plays normally. If it shows 5.1 and HDR in the description, the show or movie will not play and I receive a “we’re having trouble playing this” notification which then directs me to the Huluhelp page on the Hulu website that directs you to the power recycling instructions. I’ve done everything possible to restart, reset power, reload wifi, unplug and restart everything, and nothing works. We went out and purchased a brand new Roku Express 4K+ device today and it is giving us the same problem. This is clearly a Roku/Hulu app issue. What is being done to resolve this?

[RokuCarly]

Welcome to the Roku Community, @creiman!

Thanks for reaching out. Rest assured that the team is currently investigating this matter to determine the cause and find you the best resolution possible. 

With this being said, we'd like to include your affected Roku devices in the process of investigation. Kindly provide us with the information requested by @RokuERey above and the following:

• What specific type of subscription did you purchase with Hulu? Is it the no-ads or with-ads plan?
• Do you see the HDR badge on the main display of the title you've observed this with? 
• Movie/Show titles, you've observed this.
• A photo during playback for reference.

We'll be looking forward to your response. 

Best regards,
Carly