Hulu released their new updated Roku channel app earlier this week allowing Roku users to access their Live TV service. While this update was greeted with joy by a lot of Roku users, it was also a source of grief for many. A large number of Roku users have been reporting bugs, and general complaints about the new interface.
To address those issues, Deb from hulu has published a FAQ on Reddit to address those concerns:
We’ve noticed a lot of recurring questions as it relates to the new experience on Roku, so I wanted to give you some answers.
Q: Deb, where is my option to turn autoplay off?!
A: I’m more of a binge-watcher myself, but if you aren’t, no worries! You can turn autoplay off on all devices, including Roku! Press * on your remote to be able to change the default. More details on how to turn autoplay off on other devices here.
Q: What about captions?! How do I turn those off?
Q: I’m having issues watching Hulu with this new update. Nothing is loading for me. I can’t watch my shows. Help!!
A: If you’re getting an error message or your tiles aren’t appearing, your app hasn’t fully updated yet. To fully update your app, you will need to unplug and then restart your device. Full details on how you can do that here.
Q: My Watchlist that I spent years creating is gone. WHERE IS IT?
A: Short answer – This is a bug, and we’re working on it!
Longer answer – When you log into the new Hulu experience for the first time, you should be prompted with a message that takes you through an in-app onboarding process. During this process, you’ll have the option to import your Watchlist into a section known as “My Stuff.” Movies and series will transfer over; individual episodes will not. This is what this step should look like on Roku.
Unfortunately, we’re dealing with a bug right now that causes our Roku app to completely skip over this onboarding 🙁 Our tech teams are hard at work as we speak and hope to have a fix soon, but in the meantime, there is a workaround, which u/chrisabraham has also pointed out – thanks Chris! Because this onboarding was not prompted on Roku, it will be prompted when you log into our app on any other new experience device for the first time, full list here. **Please note that this will not work if you have gone through onboarding in the past and declined to transfer Watchlist, as onboarding is only prompted once per profile. I know this is not ideal for everyone, so stay tuned for updates!
In closing, we know this app looks a little different from what you’re used to. Our team has put together a guide to help you navigate our new experience, video included. Our app is still in Beta and we’re constantly making updates based on viewer feedback – more on that here 🙂
I hope this post was helpful to you guys. For additional troubleshooting, please visit our help site or reach out to us via phone or chat – our agents can pull up your account info and provide support much more quickly than I can!