Hulu - Discussions - General Discussion

First of all, I apologize for the problems some of you are experiencing with the new player, and for the delay in getting a message out to all of you.

Unexpected bugs inevitably arise with the launch of any new product, and the team is working hard to address all the issues we've heard about over the past few days.

So that you know what we're working on, here is a list of some of the known issues we've been plugging away at (and expected resolution times):

1. "Press Esc to exit full screen" message is not always fading out in full screen mode. (Fix deployed 4/19. If you still experience any problems, pleases follow the steps explained here: http://www.hulu.com/discussions/9/141656/656715)

2. The cursor and controls are not always auto hiding in full screen mode.

3. The spacebar is not always controlling play/pause for videos. (Fix deployed 5/18)

4. Some ads take a long time to load, or the player freezes after an ad. (Fix deployed 5/18)

5. The preference for video quality is not properly saving. (Fix deployed 5/18 - looking into scattered reports of problem still existing)

6. When viewed in the pop-out player, videos aren't maintaining their aspect ratio when stretched to larger sizes. (Fix deployed 5/18)

7. Frequently getting an "Unable to stream this video" message. (Fix deployed 5/18)

8. Videos going black in the middle of an episode, or starting and stopping frequently (playing jittery). (Working on it now)

9. Videos are automatically muted when played. (Working on it now)

10. Currently the Pop Out player cuts off sides of the video and controls when scaled to a size smaller than default. (Fix deployed 5/19)

11. The ad normalization is not properly limiting the volume of ads. (Updated 6/2 - see this post for more info http://www.hulu.com/discussions/2/146821)

12. Ads are not loading properly, and are displaying an error message or black screen. (Working on it now)

13. Videos are not remembering playback position when refreshed or when returning to a video. (Working on it now)

14. Pausing a video for too long or letting your computer sleep causes an error that asks you to check your internet connection. (Fix deployed 5/20)

15. Sometimes the buffer will not fill up, and will empty out quicker than normal. (Fix deployed 5/21)

We will update this list as we find more issues, and when we have news about them being fixed. Thank you for your support and patience as we iron out these kinks.

Thanks,
Devin
Hulu Support

PS. To find out more about the new player's cool new features, check out the Spotlight at http://www.hulu.com/spotlight/hulu_player

Devin E (Hulu) posted on

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This is great, and I know that new software has bugs. But why does every new show start in mute? Every time. And what about the picture freezing while the sound continues? Also when you skip to next >| in full screen mode the next video is 'regular' sized not full screen. Hitting ESC then clicking full screen again doesn't always fix this I often have to reload. Then it's muted :-D

In summary, I have experienced lots of bugs that don't appear on your list.

Gabrielle Singleton posted on [ Reply ]

2 replies to Gabrielle Singleton

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Awesome!!!

This a completely acceptable, professional, and first rate response. You did the following:

1- Acknowledged that there was a problem.
2- Informed everyone that it was going to be fixed.
3- Not only did you say that it WAS going to be fixed; you said "WHEN" it was going to be fixed. This was a bonus. Not all companies do this part. Good job and thank you.

Happy coding.

P.S. See. I don't just complain. I commend too ;D

Ben Ben posted on [ Reply ]

15 of 17 people found this post helpful

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I had experienced issues 4 and 5 when the new player was released, but they have mostly been resolved for me ever since it was tweeted on the Hulu Twitter account on May 15 (Saturday):

"We just deployed a player update that fixes playback issues experienced by some users. Have a great weekend! :)"

I haven't experienced the player freezing after any ads since this time, and about half of the time my quality preference is recognized. I'm not sure if the tweet was referencing the new player or an update to the new player, but my problems with the new player have been pretty much resolved since that point.

I agree with Ben that the response by Hulu has been phenomenal! Bugs are expected with a new player release, and the new features have been worth the slight inconvenience from the problems I have experienced (in my opinion).

Matty Sommer posted on [ Reply ]

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I agree with the others, that Hulu has done a great job with adding a new update and quickly responding to the complaints and errors involved with it and then doing there best to get those errors fixed. I myself have had issues with #2, 5 & 6 and I'm glad to see that they will be addressed shortly. Thanks Hulu.

Corey Martin posted on [ Reply ]

2 replies to Corey Martin