Known Problems with CR (Last Updated: Feb. 27th 2012)
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Posted 11/15/10 , edited 2/27/12
I'll be listing all known issues with our service, here.

General Issues

The Customer Support e-mail is currently returning Bounce-backs. We are working to resolve this ASAP.
UPDATE: Customer Support e-mail is working again and slowly filtering in emails from the past day.
UPDATE 2: If you submitted an email to the Customer Support group between January 22nd and 24th and have not received a reply, please email us again.

Many playback issues on Crunchroll.com can be resolved by following the troubleshooting guides here:
http://www.crunchyroll.com/help?topic=video

If Adobe Flash keeps crashing when you try to play our videos, please refer to the following thread:
http://www.crunchyroll.com/forumtopic-678024/flash-crashes-in-101102-101103

If these guides to not help you resolve your playback issues, please feel free to contact the Support Team for additional assistance.

Main Website

  1. Video stops playing and skips to the end:
    • This happens when there is an unstable connection between your computer/network and the server you are streaming from. For now, you will need to optimize your network performance in order to prevent this from happening.
  2. Inaccurate Inbox count
    • This is sort of a random error that happens. It might happen when mass deleting, sending and/or receiving a lot of messages.
  3. Computers with AMD processors having distortion in playback when viewing videos at 1080p. You can currently work around this by disabling Hardware Acceleration in Flash, or by viewing at a lower resolution.
  4. The video just stops in the middle of playing & does not restart. This again is a connection issue. Refreshing the page or skipping back a few seconds will restart the video.


iOS app

When you notice the following issues, it would be helpful if you report them to us so we can fix the video(s). You can now report these problems directly through the app.

  1. Video's missing subtitles
  2. Audio/Video sync problems with videos
  3. Incomplete videos
  4. Videos missing subtitles
  5. Videos missing the Play button


There is a current known issue on devices running iOS 5.
(Video skipping intermittently. Video restarting and time bar becoming inaccessible.)
We apologize for any inconvenience this is causing you & we are looking into the issue.
To work around this bug you can take the following steps.
  1. Double tap the Home button to bring up the Multitasking bar.
  2. Press and hold anywhere on the multitasking bar until the icons on it start to wiggle.
  3. While they are wiggling, each icon has a Minus sign symbol above it.
  4. Press the Minus symbol above the Crunchyroll app to close it down.
  5. Then open up the Crunchyroll app again and re-play the video you were watching.


There is a current known issue with the Notifications in the iPhone app.
We have a ticket open internally to investigate and resolve the problem, but do not have a date for resolution.

Missing Play Button
It takes 2 - 7 hours from when a video is posted on Crunchyroll.com for it to sync properly.
We are working to shorten this time & apologize for any inconvenience.

Android app

When you notice the following issues, it would be helpful if you report them to us so we can fix the video(s). You can now report these problems directly through the app.

  1. Video's missing subtitles
  2. Audio/Video sync problems with videos
  3. Incomplete videos
  4. Videos missing subtitles
  5. Videos missing the Play button


There is a current known issue on certain devices running Android OS 2.1 where the app will not function properly.
There is a current known issue with older model HTC phones where the app will not function properly.
We apologize for any inconvenience this is causing you & we are looking into the issue.

There is a current known issue where the app will crash as you navigate the available programming.
You can try the following work around to see if it helps:
  1. Open the app.
  2. Go to settings.
  3. Next to 'Enable Images' is a check box.
  4. Check the box, then uncheck the box.

This should resolve the issue with the app crashing.

There is a current known issue where the app will repeatedly show the Crunchyroll Ad.
We are working currently to resolve this issue and hope to have a new build soon that resolves the issue.

There is a current known issue affecting Android users who are on Sprint, Boost, & Virgin.
We are working to resolve this problem, but if you wish to you can immediately remedy the problem through the following steps.

1. Call Sprint to get your MSL
2. Enter this into your phone: ##3282#
3. Select "Edit Mode"
4. Enter your 6 digit MSL code as the password
5. Select "Advanced"
6. Scroll down until your find "RTSP/HTTP Setting"
7. Delete the RTSP proxy IP or change it to 0.0.0.0
8. Change RTSP proxy Port to 0
9. Delete the HTTP proxy IP or change it to 0.0.0.0
10. Change the HTTP proxy port to 0

You may need to select 'Others / Multimedia' and then do your edits from instructions 7-10.

Roku app

  1. Subtitles cut off on the sides. This is caused by Overscan but we can compensate for this.
  2. Videos missing subtitles


Missing Subtitles
It takes 2 - 7 hours from when a video is posted on Crunchyroll.com for it to sync properly.
We are working to shorten this time & apologize for any inconvenience.

Boxee app

As a Premium Member you currently need to take the following steps to log into your account on Boxee Box.
You will need to to open the Boxee Box Browser, and go to the Crunchyroll website and log in.
You will then need to log into your account via the Crunchyroll app.
Once you have logged into both you will no longer receive ads.
We are working to resolve this issue and apologize for any inconvenience.

Mobile Site

  1. Videos aren't optimized for Adobe Flash mobile


WD & Vizio

There is a current known issue where subtitles are missing on our newest content.
We are working to resolve this and hope to have it fixed by the end of February.
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