Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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SockOwe
Level 7

Audio Issue when new episode starts

I watch the golden girls every night on my relatively new Roku Premiere. Never had this issue until tonight. This is the issue: I start an episode (through HULU) and get in bed. After the episode is over, it automatically starts the next. The ABC intro does it’s thing, but right when the next episode starts, the audio cuts out completely. I have to press back on the remote and hit play to get the episode to start again and then the audio is fine. I have to do this with every episode. It’s annoying. My Xbox does it fine, so I know that it’s not HULU. Has to be the ROKU. Any thoughts?

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StreamerUser
Level 20

Re: Audio Issue when new episode starts


@SockOwe wrote:

I watch the golden girls every night on my relatively new Roku Premiere. Never had this issue until tonight. This is the issue: I start an episode (through HULU) and get in bed. After the episode is over, it automatically starts the next. The ABC intro does it’s thing, but right when the next episode starts, the audio cuts out completely. I have to press back on the remote and hit play to get the episode to start again and then the audio is fine. I have to do this with every episode. It’s annoying. My Xbox does it fine, so I know that it’s not HULU. Has to be the ROKU. Any thoughts?


Just as an FYI, audio cutting out (dropping) happens on virtually all apps and all platforms, some more, some less, and different connection configurations can/do make it worse/better.

There have been recent RokuOS firmware updates (10.0.0-4195/98) and Hulu app updates (6.41.1)

However, for you, this is very specific to Hulu's playback behavior, and very predictable.

Hulu programs the Hulu app on all platforms (including Xbox and Roku), which are different (and change sometimes with firmware updates), which can/does result in different behavior (and app updates need to account for platform changes).

You'll need to direct this to Hulu first and foremost:   https://help.hulu.com/s/contactsupport

Otherwise, you can always try restarting the Roku (especially right before watching Hulu), and see if that resolves the issue.

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makaiguy
Community Streaming Expert

Re: Audio Issue when new episode starts


@SockOwe wrote:

My Xbox does it fine, so I know that it’s not HULU. Has to be the ROKU.


A small but important correction.  What you know is that the version of the HULU channel app that HULU built to run on Roku exhibits the problem.

Roku supplies the platform on which the various channels run, but the channels supply and maintain their own channel apps, written to be compatible with the Roku operating system.  It is the channel's responsibility to make sure their app runs properly on the platform and adapts to any changing requirements as the Roku software develops. This is no different than a computer software company having to supply and maintain different versions of their software to run on Windows, Apple iOS, or Linux platforms.

When problems are confined to a particular channel, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel to get its latest version may fix the problem, so give it a try. Remove/reinstall procedure:

  1. Highlight channel on home screen.
  2. Press * key and choose Remove channel option.
  3. IMPORTANT- DON'T SKIP:
    Restart the Roku to clear its memory via Settings > System > System restart. (On a Roku TV, this is Settings > System > Power > System restart.)
  4. Reinstall the channel. Note it will be added to the END of the channel grid.
  5. If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

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