Solving playback issues

[RJKU]

Signed up for a free trial with Crunchyroll on Roku. Watching "Wolf Children" and everything is fine until 1:13:20. The sound just stops for the rest of the movie using the English version. The Japanese audio continues to play audio. It is not my settings or cords. And I've restarted the Roku several times. Every other channel works fine. Please fix the English audio for this movie.

[JWS9518]

I would suggest reaching out to Crunchyroll customer support directly as Roku has no control over issues with third party apps.

[RJKU]

This was not a direct Crunchyroll subscription this is a RokuChannel Subscription.

I have a separate CR subscription and they don't even have this particular movie on their app. It was only available through the RokuChannel.

But I'll still reach out to see.

[RokuEmmanuel-D]

Hi, @RJKU.

Thanks for reaching out here in the Roku Community!

We appreciate you reaching out to us about your concern with the Crunchy Roll on the Roku Channel audio issues and we'd like to be able to dig deeper into this. 

To assist us in the investigation, please provide the following information below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Please get back to us soon. 

Best,
Emman

[nraff]

Yup me too.  Such a bummer kids were disappointed.

[nraff]

Crunchyroll doesn't offer a way to contact them.

[nraff]

The movie audio always cuts out at 1:13:20, just like the previous poster indicated.  It's doubtful that's it's a user end software issue.

[nraff]

Please fix this Roku!

[RokuRiamie-D]

Hi @nraff,

Thanks for posting in the Roku Community! We are glad to have you here.

If you are still having an issue with Crunchyroll on The Roku Channel, please provide the following details that were mentioned above this page by our Roku moderator.

Thank you for your cooperation. We look forward to your response.

Cheers,
The Roku Community Team

[nraff]

I do not think this is a software glitch since multiple people experience this audio drop at the exact same time in the movie, but here is the info you requested so we can move forward to the next step:

Model 100012585

Serial Number X02900EYNT2X

Device ID S17JY47YNT2X

BUILD 18 VERSION 12.5

TRACKER ISSUE ID 2X-041-928