Channels & viewing

[rbwksf]

Hi,
I had stopped my Hulu subscription but recently started it again (to watch new seasons of "The Bear" and "Only Murders in the Building"). However, there is an annoying problem with support for audio description on Hulu (latest version on fully up to dfate Roku Ultra).

After much testing, the issue boils down to this: if AD is turned off when Hulu is started, then a show will start just fine. AD can then be turned on and works fine. However, if one exits Hulu (with AD enabled) then Hulu will "loop" over and over the next time it is started. This is also the case if one simply lets the app move to the next episode in a series with AD turned on. The only "fix" is to remove the Hulu app from the Roku and download and install it again (rebooting and/or powering off the Roku is ineffective). Once reinstall Hulu starts working again but without AD selected. So, I have to start the show I want and re-enable AD. This is really annoying. But at least the problem is easy to demonstrate.

I will try again with support a tHulu but it seems to me that Roku could take some responsibility as well. (Seems like a lack of good testing and quality control).

Bob Warren

[makaiguy]

@rbwksf-

To clarify and to help Roku with any possible trouble shooting ...

By "audio description" you are referring to selecting an audio track with an audio overlay describing what is taking place on screen for the benefit of the visually impaired, right?

Paging Roku employees @RokuAustin, @RokuERey, @RokuMaryEF, and any other moderators for follow up.

[rbwksf]

(Replied to your email but here is what I sent):

Yes, I am referring to starting a show on Hulu, getting into the Settings menu and selecting "English with audio description".  When I do that, AD works fine for the show I am watching.  But, if I exit Hulu and come back, the progress bar "loops".  I have to exit the app, remove and reinstall the app to get past the problem.  Note that al other apps (Netflix, Prime Video, MAX, PBS,, etc) tht support AD only requir4e it to be turned on once and the setting is remebered and active for y future show that has an AD track.

[RokuCarly]

Hi, @rbwksf.

Greetings from the Roku Community.

We appreciate you for bringing this to our attention. Rest assured that we'll coordinate this with the appropriate team for review.

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Warm regards,
Carly

[rbwksf]

Model:  Roku Ultra 4800X

S/N X0100FLWJHV

Version  1.3.1.4

Build 1510-C2

Device ID: S02A21CLWJHV

I will provide the tracker ID later.

Note that the the problem is completely and easily reproducible using the notes I put in above.  I am hard pressed to think how it is anything but a flaw in the Hulu app on the Roku platform.

[RokuCarly]

@rbwksf 

Thank you for providing us with the precise details requested.

Rest assured that this has already been coordinated with the appropriate investigation team. Once we receive updates regarding this case, we'll post them here.

Furthermore, if you can provide us with the tracker ID, that will help us.

In the meantime, we humbly request for your patience and understanding as we work on this.

Regards,
Carly

[rbwksf]

OK.  I caused the issue to happen (had audio discription turned on when I started a "The Bear" episode last night)..   Same issue with the progress bar moving left to right over and over (for many seconds).

I did the procedure to get the trackin ID while the issue was happening.  Here it is:

HV-367-241

Also, I mistyped the software version.  It is 13.1.4

The GC version is 12.1.17

Thanks,

Bob Warren

[RokuCarly]

Thank you, @rbwksf.

This has been forwarded to the team. 

Once again, I highly appreciate your cooperation, patience, and understanding. I'll let you know once I've heard updates regarding this case. 

Regards,
Carly

[rbwksf]

Hi,

Over a month has gone by and no resolution to this issue.  Very annoying.

I may consider sending a note to the maintainer of the Audio Description Project web site (adp.acb.org) describing the Hulu with audio description issue.  Users of that site (the definitive location to find out what is audio described) may choose to use a different streaming platform than Roku which does not have this problem.

Bob Warren

[RokuCarly]

Hi, @rbwksf.

Thanks for checking in. In cases like this, we would also highly recommend coordinating this with the channel provider. Hulu Support, since this is an isolated case within their app only. 

They manage and maintain their app on the Roku streaming platform, and we have already investigated this issue. You may reach them here: Hulu Support | Contact Us

In the meantime, we would also suggest the following troubleshooting steps:

• Check for available software updates on your Roku device: Settings > System > Software update > Check Now.
• Highlight the channel tile of Hulu and press the star (*) button on your remote to update the app. 

We hope this will be sorted out soon.

Best regards,
Carly