Issue Tracking Board

[RokuMaryEF]

Hi Community users,

Thank you for raising this concern within the Roku Community.

We've received reports regarding an issue with the Closed Captioning feature in the Hulu channel. 

Update 6/6:

We believe this issue has been resolved

Previous Update:

This issue is currently under Investigation. 

To expedite our investigation process, we kindly request the following details from affected users:

• Roku device model, serial number, device ID, and OS version (Found in Settings > System > About).
• Channel version/build: Select the channel on the Home screen and press the * button to find this information.
• Tracker ID: When encountering the issue, press the Home button five times and the Back button five times. Please provide us with the Tracker ID displayed.
• Please cite specific content title examples you have tried to play on the Hulu Channel experiencing an issue.

Your cooperation in providing this information will greatly assist our engineering team in identifying and resolving the issue. We will keep you updated on our progress.


Best regards,
Roku Community Team

[Summerlander]

I am trying to watch a show (killing kind) on Hulu.  Suddenly episode 5, clised captions are at least a minute ahead of the program.  Software is up to date and I have done a system restart - suggestions?

[myklbee]

I've observed this same behavior since yesterday.  Seems to be Hulu only,  but across 3 different Roku devices, all 3 are different models.  Anecdotally, it seems to be Hulu based, and not based on which device you have.  I haven't yet tried other devices (iOS, web, etc) in an attempt to validate.

[Endora]

I am having the same problem with Hulu. The subtitles for every show are completely out of sync. I have tried turning subtitles off, restarting the show, restarting the app, and reinstalling the app. No improvement. The Hulu app works fine on my iPad, so this seems to be specific to the Roku version of the Hulu app. 

[Dmorris]

Same issue of cc being way out of sync. Tried powering off, turning cc off and back on, backing out of episode and coming back in. Nothing has helped.  The cc seems to be way out of sync. The last update show 5.25.24 so I assume it's a bug from the last update. Roku please fix the out of sync cc issue. 

[RokuJohnB]

Hi Community users,

Greetings from the Roku Community, and thanks for keeping us posted!

We want to investigate this issue you had with the Roku Ultra further since the closed captioning is not syncing. Can you please provide the following information below?

• Is this happening on all channels and contents, or is it isolated? (Specify)
• When did the issue start?

With detailed information, we will be able to assist you further.

Thanks,
John

[Dmorris]

Thank you for looking into this issue. After testing a few different channels it seems to only be happening on the Hulu all contents. 

I first noticed the issue yesterday on 6.1.24 though I don't turn the TV on every day. If it didn't occur on 6.1.24 it wouldve had to be between 5.29.24 to 6.1.24 as that wouldve been the last time I can say for certain that I used Hulu prior to 6.1.24 

[RokuJohnB]

We appreciate the additional information that you have provided to us, @Dmorris!

After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

You can reach the Hulu Support here.

If there's anything else that we can do to assist you, please keep us posted.

Regards,
John

[LZ222]

We have been watching JUSTIFIED on HULU - a couple episodes every night. Recently the CC (closed captioning) is out of sync. When a commercial comes on, the CC appears to continue with the program being streamed; no CC for the commercial itself. After the commercial the CC is probably ahead of the program by the length of the commercial - minute, minute and a half. I've exited out and come back (resume program) to no avail. Also tried turning CC off and back on. 

[bhill08_21_]

I have the same issue, this does not happen on Firestick, I have to Roku's and two Firesticks.  Only on Roku and only some shows on Hulu.  Other apps are ok.  

Thank you in advance for your help