Captions not staying on English on Paramount+
So started watching another evening of SEAL Team on Paramount+ and noticed everytime an episode starts it automatically changes to Deutch. No other Paramount+ show does this nor any other app. All ot...
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Thanks for the post.
We would be more than happy to look further into this issue, but will need more details. Can you please provide us the following information:
- Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
- does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
- tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
- steps to reproduce the issue you are seeing
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
Thanks,
Danny
I am having the exact same issue. It only happens on Paramount+ on Roku and to my knowledge only on Star Trek: The Next Generation.
MODEL: 3941X - Roku Express 4K+
SERIAL NUMBER: X01600F2EMFH
DEVICE ID: S07P21D2EMFH
SOFTWARE VERSION: 11.5.0 build 4235-CR
CHANNEL: PARAMOUNT + VERSION: 7.8 build 20221109
TRACKER ID: FH-468-010
Steps to reproduce: Play any episode of Star Trek: The Next Generation on Paramount+ using Roku
Please stop passing the buck, accept responsibility for this issue and resolve it.
Hi everyone,
Thank you for reporting this issue to Roku Community!
We'll go ahead and send this over to the appropriate Roku team for investigation. We'll get back to you once we have an update available I'll be sure to let the Community know.
We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.
Best regards,
MaryIm having the same problem. But it’s not just Star Trek. It’s happening on every show I have been watching so far (Blue Bloods, Star Trek TNG/DS9/VOY, NCIS, The Good Wife). CC languages change to German with each new episode, even after turning it back to English.
TCL Roku TV Model C165X
Software Version: 11.5.0.4235
Paramount+ App Version: 7.8 Build 20221109
This is going to be my final post... Everything is fixed on my end. Both audio and (CC) are in the selected language. The only thing I'm going to leave with is that if it's not fixed on your end, you will need to both tell Paramount (call them), and post to Roku by starting your own thread. But, before you do that I suggest doing a Factory Reset... at the very least, the hack did something to Roku. At first this did not fixe the issue;but, as the issue was resolved over time, perhaps it's a good idea to do this for your machine in case anything was dmaged in the code by the hack... I know this worked for me, eventually. But, I started with the Factory reset, and then kept checking to see if it worked. For me first audio was in the right language, then a day or two later, (CC) was working correctly.
When you make your own Thread in ROKU, do list your equipment and model number. I too had problems creating the tracking #, but in the end I didn't need it.
Good luck everyone, I am no longer having this issue!
ZMC
I see a few more people are joining in as more and more systems are being affected. We all seem to concur, Paramount only, one show only, however I can't attest without know what other languages are availabe for other shows whether it's affecting them or not.. I can say, they don't always show in the language chosen for the (CC) closed captioning... but other than that, for me it's Star Trek the Next Generation.
I've also informed Paramount, and so hopefully, both Roku and Paramount will get together, and find what's happening...
It being Thanksgiving, I'm busy the next few days, and the weekend with family. But, will get that model number of my failing Roku. I'll say that whatever exploit is being used, it's a weird one... On my one machine after Factory reset, it looked like it worked, and when I moved it to another room, it immediately failed. Odd, but I think unrelated, just hat to catch it at the right (wrong?) time.
I still suspect it's related to the Ads that appear just before the show... is anyone else having problems with the ads failing and getting errors, or just not appearing at all? Just curious if that's consistant.
I almost never get the ads, and when I do, it's often after they've failed, then the show starts to stream and generates an error like 6040 or I think 6290 before it will play. Those are occurring on other shows... but they aren't being affected with the main audio language like STTNG is. It's frustrating. 🙂
Good luck tier 2. 🙂
ChipI have the same issue on Paramount +
Channel version 7.7I could not get the tracker is # from the directions given. My settings are for English and they are in German on Hawaii Five-O and Bull. All seasons, all episodes.
model 3900X
SN YG 000R058150
Version 11.5.0 build 4235-51
ID C337A0058250
C8:3A:6B:63:IF:73
Please advise if Roku can fix this without me having to do a factory reset.
I don't think Roku can guarantee that the Factory Reset will fix this at this time. I have a lot of other apps on Roku and hate doing this; but, it "might" fix it and I would try it; I have one newer model that it helped with Audio, but still having (CC) problems. (I've turned it off) If you've not done a factory reset, the biggest step to remember is to pair your remote when it first comes on after Factory Reset. (Remove battery cover, and press red button for 5 seconds to pair, when it asks you to do this. )
Since I do not not think this problem starts inside your Roku, I believe that it happens during the stream (I could be wrong) Factory reset clears your system, and IF the cause has been fixed, or partially fixed, a Factory rest may be the only way to find out if it's still happening. If you don't, then this will most likely not go away. I would do the Factory reset, and only load as few of your apps at first, till you see if it's worth while having them all.. if you have OK internet, most of these will be able to be load quickly, and account restored quickly by syncing using your phone via internet. (The Roku provides a scan code to get to the right site, and if your phone keeps the passwords (Google) then you will recover quickly. Otherwise they will need to be restored manually by providing password. I Factory reset only once, and have been giving them some time to find and fix the issue; from responses here, it appears they are working on the issue.) It will require both Roku and Paramount plus to work together so we need to be patient. (No, I do not work for either of these companies, I'm a customer like you... just a savvy computer guy! 😉
Good luck! I will do a Factory reset again after Thanksgiving, or on Monday to see if the problem is fixed yet. I'm sure it will take a little time especially if they have to push out an update to remedy the issue.
Welcome to the bug club, more new people every day! 😞
ChipI suspect that this is a bug in the Paramount Plus app on Roku rather than a Roku bug. I doubt factory reset will do anything to fix it. From what I see the Deutsch language has been set to index 0 in the language list so it is default. It does not select the default language from Roku. And it doesn't persist user language preferences.
Paramount version 7.7 (no available updates)
3939X - Roku Express
Serial# - C00400F5DYXF
Software Vs - 11.5.0 build 4235-AE
So far I've only experienced this in Paramount+ app on Roku device for the series SEAL Team 2017. Everytime I start or continue an episode, the closed captions are set to Deutch instead of English. I then have to reset it back to English
Cannot activate Tracker ID.
My 2nd machine which was not helped by doing Factory Reset and still failed after this today worked correctly. I have yet to check (CC). I also, tried turning off (CC) to see what happened, since I did the same the first set has been working for main audio also. I have yet to check to see what (CC) does for both of these units. I am enjoying a trouble free weekend, and will turn on (CC) on Monday, and see how the two units behave, also, if anything changes I will also report this too.
Danny,
Thank you for your reply.
Your requested information:
4664RW - Roku Ultra LT
YJ0045822194
11.5.0 - build 4235-46
Device ID: 0460A4822194
It happens with Paramount+ specifically. Regardless of the show or movie I launch.
Paramount+ 7.8 Build 20221109
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Issue ID 94-476-928
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I can repeat the issue by launching Paramount+ and playing any episode of any show that offers multiple captions tracks.
Sadly seems u have the worst of this issue.. Thanksgiving I did a factory reset on my roku box. So far has solved both my issues of the captions not being English and being frozen from coming back after it going to Screensaver mode. Not much of a pain I thought it would be.
Thanks for the posts and providing us with your device information.
I have passed along your concerns and details to the appropriate Roku team to investigate further.
Thanks,
Danny
