Forum Discussion

FEBoston's avatar
FEBoston
Channel Surfer
6 months ago

Amazon app for Roku: intermittent captions for some titles, others having?

Been using Streaming Stick 4K for almost a year, very pleased with it. But recently captions (using Amazon app for Roku) have become unreliable and intermittent, specifically on The Perfect Miss ("perfekt verpasst" in original German). Each episode starts with captions working correctly, but some minutes in they disappear. Sometimes they reappear on their own, sometimes if I turn them off and then back on. It's a good thing I can mirror my phone to the Roku and watch that way, but it's more cumbersome. On the phone (Android Prime app) captions are rock-solid. And other services (Netflix, Kanopy, PBS) don't seem affected.

As a test I viewed one episode of another series (this one Spanish); captions worked fine. So, please...

1. Anyone else seeing this behavior?

2. This feels like an Amazon problem, and not Roku's. Do you agree?

I've done the time-consuming Amazon support dance with no luck and will post also to their forum.

Thanks for any advice.

7 Replies

  • Corgomaster's avatar
    Corgomaster
    Reel Rookie
    4 months ago

    We are having the exact same issue with the same show, "Perfect Miss", and Amazon Prime.  Have you found a solution?  We tried reinstalling app, turning subtitles on and off about 100 times, etc...

    • AvsGunnar's avatar
      AvsGunnar
      Community Streaming Expert
      4 months ago

      Corgomaster 

      Is the Perfect Miss you are talking about the Deutsch/German version? (perfekt verpasst)

      I am seeing the option to toggle the CC/Subtitles on/off/instant replay from within the options overlay.

      1. play the video.

      2. press pause (optional step).

      3. press down arrow to bring up overlay.

      4. press right arrow to navigate to Subtitles CC, press OK.

      5, When you see Subtitles highlighted, press OK again. (3 options appear - On, Off, Instant Replay).

      6. There appears to be 19 languages you can select for the Language of the Subtitles.

      • FEBoston's avatar
        FEBoston
        Channel Surfer
        4 months ago

        I appreciate your reply, but please understand this is not an issue of knowing how to enable / disable subtitles. It rather concerns functioning subtitle disappearing partway through an episode. I will rattle Amazon's cage.

    • RokuJharra-Q's avatar
      RokuJharra-Q
      Retired Moderator
      4 months ago

      Welcome to the Roku Community, Corgomaster!

      Thank you for bringing this issue to our attention. Please note that most of the content on the Roku platform is provided by streaming channels, which are maintained and updated independently by their providers.

      If you need further assistance, you can contact Amazon Customer Service: Help & Contact Us.

      Thanks,
      The Roku Community Team

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    6 months ago

    Hi, FEBoston 

    Thanks for posting here in the Roku Community.

    We understand your concern regarding intermittent captions for some content with Prime Video, and we're here to refer you to the right support to address the issue. As we reviewed your post, the issue with the captions in each language is directly managed by the channel provider, Prime Video. 

    It would be best to continue working with Prime Video's support and bringing this to their attention. Once their team acknowledges your concern, they can provide you with a workaround or create an update with their app to resolve the issue.

    For more information, you can contact them at Amazon Customer Service: Help & Contact Us

    We hope you find this information useful, and feel free to let us know if you have further concerns or inquiries.

    Thanks,
    Kash