Remotes

[DanS777]

I've been watching a show in Hulu called "HIP - High Intellect Potential" (the French subtitle version). For two of the episodes, subtitles did not show up. Season 1 Episode 7 and Season 2 Episode 5. For all other episodes in seasons 1 and 2, subtitles are fine.

I discovered the subtitles are only missing when I use this player:

  Model 4660X - Roku Ultra    Software version 14.1

The subtitles do correctly appear when I either watch from a PC, or if I use my other player:

Model 4630X - Roku Premiere+  Software version 14.1

[JWS9518]

You might want to reach out to Hulu directly and let them know.  It sounds like an issue within the Hulu app itself.

[RokuTakashi]

Hey, @DanS777 

Welcome to the Roku Community.

I understand that subtitles are missing when you stream on Hulu, and I'm here to help you contact the right support.

It's advisable to contact Hulu support directly and sharing with them your experience with their app. It's important to note that channels on Roku are developed and maintained by the channel providers.

To contact them, refer to Hulu Help Center

I hope this will be fixed soon, and let us know if you have further concerns that we can assist with.

Thanks,
The Roku Community Team.

[DanS777]

@JWS9518 @RokuTakashi The reason I posted here is because the problem is only happening on one of my Roku devices. It works fine on another Roku device and from a PC. Could the problem actually be in the app and somehow it is only triggered on specific Roku devices? Sure, that's possible. It just seemed way more likely to be a Roku side issue. But I'll contact Hulu anyways.

[JWS9518]

@DanS777 

It might be something specific to that device, but more likely is a bug in the app.  I had a similiar issue with Disney at one point and it was a bug with Disney.  Sometimes it is dependent on the subtitling services the app maker uses and if that is having issues as well.

As an option, you could try clearing your cache by system restarting your Roku or unplugging power for 60 seconds and see it that fixes it.  Or you could uninstall the app, system restart/unplug, and reinstall the app and see if it helps.

[RokuTakashi · Accepted solution]

Hi, @DanS777 

Thanks for the response.

It would be advisable to update both your Roku device and the Hulu app to ensure that you are running the latest software since you've mentioned that the issue only happens with a specific app.

Follow the instructions below to manually check for software and app updates.

1. Press Home   on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Software update
5. Select Check Now to manually check for updates

To update an app, follow the steps below:

1. Go to the Home menu
2. Select the app you want to update
3. Press the star button (*) on your Roku remote
4. Select Check for updates

Once these steps have been performed, you can check and see if there are any improvements.

Keep us posted on how it works.

Thanks,
The Roku Community Team.