I am getting 'the service cannot be accessed at this time; reference code 303' on my sony blu ray player when trying to connect to hulu plus.
Posted by3 years ago
Archived
Hey everybody,
Previously worked for Hulu in their tech support for a few years. There's a few things I just wanted to throw out there that might help you out if you've been having any issues.
First and foremost is being able to recognize a Hulu issue vs anything else. A lot of people would call in saying 'Hulu is down' or something to that extent, and asking us what the issue is. To clarify, Hulu is not the one sending the feed of the video to you. Hulu is basically like a library, and your internet providers are sending it to you. So almost anything where Hulu is lagging on a device, or where it's only on your TV that it starts and stops a bunch/etc (even though netflix works fine), it's going to be the speeds or the DNS server.
Hulu's minimum requirement is 1.5mbps to stream, but really anything under 3-4mbps is probably going to lag and freeze up here and there. Hulu does not have a buffer like the Netflix or Youtube, so it requires a more stable connection.
![Error Error](https://s-media-cache-ak0.pinimg.com/736x/a3/20/2d/a3202de0aa0e66727a4c2717f0ca54f1.jpg)
Things like game systems, blue ray players, smart TV's - anything other than computers with wireless cards or routers made specifically for that are going to have issues here and there, at least. The wireless cards in the majority of appliances these days are crap (especially PlayStations), and you'll really be better off if you can connect via ethernet. 90% of people's issues are related to internet speeds or connections. Try to check all that out and troubleshoot everything on your own in those regards if you can before calling Hulu, otherwise they will just run you through the same thing.
For any reason, if Hulu just started not working well for a day or a week, and it's been working fine otherwise - check downdetector.com and look for your area and your ISP, you'll also want to check the area that places like speedtest.net auto connect to for testing. (For example, if you are in LA and it connects to San Fran, check san fran on downdetectors map).
Another thing that is pretty common, mostly among things like a Roku, is HDCP errors. It can come up randomly on any application, but sometimes it's only Netflix or only Hulu, anything like that. HDCP means something is up with your HDMI cable or display port. Easiest 'fix' is to unplug-replug the HDMI cable and maybe turn it around. If it's still messed up, maybe change to display port 2 instead of 1. That doesn't work, change your HDMI cable. It's mostly a Roku issue - so possibly something with their software too.
If there is no Hulu application on your smart TV or blu ray, they can't install it for you. Most appliances with applications come with whatever they come with and that's that. Be careful, because a looooot of smart TVs advertise applications on their box that they don't even have. Obviously, you can use something like a Roku, Apple TV, or Chromecast, but no one wants to spend more money to watch something when they bought a TV for that purpose.
Regarding game systems: Ethernet, DNS server changes, and application cache clearing are your best friends. One (or all) of the three of those will fix pretty much any 'lag' related issue on systems. Also, once in awhile PS4 would lock up an application. You just have to restore the licenses in your settings. Not sure if that's still an issue or if Sony patched it.
Side note - for a lot of game systems people will call in about error codes. Google your error codes before calling in. For example, if it's 1234 on a wii u. Google 'wii u error 1234'. A lot of my contacts were people who were upset about an error code, but it would be system related and we would just give them phone numbers of Nintendo, Microsoft, or PS support.
Speaking of Sony, don't buy a Sony Blu Ray in order to watch Hulu. I have seen the issue in this sub a few times where people mention that it would skip back to the beginning after a commercial or play the same part over and over. It's been a problem forever and I imagine it still is. Just do yourself a favor and use something else to watch Hulu, or cancel Hulu. The issue is actually Sony's, but they probably aren't going to fix it on current models.
For mobile phones, etc - if the quality sucks it's the internet or your mobile provider. Case closed. Again, you are pulling files from a library. The files themselves are fine. If you watch a show on your computer and then watch it on your phone, and it's shitty on the phone, it's not the show file. Unless every single person is having the exact same issue with a specific episode of a show, it's not the file. Also, on that note, mobile data is horrible for streaming in general (especially Hulu because of streamings reqs) and it costs a ton, so if possible use wifi.
Issues that are going to be worth calling in for are going to be things like a certain ad that crashes the show/client, if the show just doesn't come back after a commercial break at all (though try changing your DNS server for that) on more than one system, or anything where content is incorrect/stuff like that.
Like I said, the majority of issues are going to be with the internet connection or the device. There is a reason every tech support place tells you to do a speed test and 'turn it on and off again', and it's not because they're stupid. The majority of people would call in and act like they know everything and insult employees, and then look bad when their speeds were 0.4mbps constantly.
Lastly, if you call Hulu, be nice. They will be happy to help you with anything, whether it's just helping you do a speed test or needing to go into reg.edit to allow chrome to manually update since for whatever reason your auto update is broken, etc... just so you can watch Hulu. The employees are all great people, and it's really important to remember that they are PEOPLE.
You would not talk to someone over the counter the way that a large amount of people talk to someone over the phone.
If you're nice, they'll try to help and maybe even give credit and stuff like that no matter what the issue is. If you're a dick, no one is going to feel like helping you - that kind of goes for any job.
A lot of internet providers are told to get people off as soon as possible, quotas and stuff like that (which is why hulu or netflix will tell you to call comcast, and then comcast says 'oh it's not us call them')- Hulu is rated on how well you help someone. So no matter what the issue, they'll be happy to help and take all the time needed as long as you're being nice.
Hope that helps to some extent. I left for another job about 1.5 years ago, but the turnover rate for any tech place is pretty high since your job is being yelled at on the phone for 8 hours a day. Hulu itself is an awesome place to work with great people. I probably would have stayed if I worked in a different department, but life goes on.
TL;DR: Most of the issues are things you can work out yourself with basic tech knowledge or a google search. If you have to call in, they're happy to help, just be nice and remember they are people too. =)
![Error Error](/uploads/1/2/5/6/125664505/490986927.jpg)
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