Forum Discussion

Quimby's avatar
Quimby
Channel Surfer
11 months ago
Solved

Closed Caption not syncing with paramount+

This was fixed shortly after June 5 when cc was not syncing with Hulu , but today, on June 25, the closed caption is not syncing again but with paramount + this time . So it was fixed for about 16 days and the problem is back. The cc is not syncing with the show. Please fix again or permanently. I’ve requested a credit because of how many days it was messed up before. 
Thanks
App Feature
  • RokuERey's avatar
    RokuERey
    10 months ago

    Greetings Community users,

    We are pleased to inform you that the issue has been successfully resolved. Please feel free to attempt accessing it again or simply perform a quick restart on your Roku streaming player.

    If the issue persists, please report back here and we'll continue to assist from there.

    All the best,
    Rey

  • Jmusich's avatar
    Jmusich
    Roku Guru
    11 months ago

    Good to know I am not the only one having syncing issues. And the syncing does work with some shows. or at least one. My subscription to Parmount plus is through apple where syncing is just fine, is there a souution ?

     

    • Jmusich's avatar
      Jmusich
      Roku Guru
      11 months ago

      I tried all the resoultion suggestions prior to posting. None worked. 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        11 months ago

        Hi Jmusich,

        Thanks for keeping us posted about this!

        In this case, we'll need more of information here and we'll need your help please share with us the details below.

        • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
        • Tracker ID (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)
        • Specific content title that has an issue.

        We would also recommend reporting this issue to the channel support team. Most of the channels on Roku are handled directly by the channel provider themselves. This issue likely needs to be addressed with an update that is handled directly.

        You can contact them here: Paramount Plus Support.

        All the best,
        Rey

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      11 months ago

      Hi Quimby,

      Welcome to the Roku Community!

      Thanks for sharing your report on this playback issue with Paramount Plus. We'd like to learn more about this. Is this an issue with all the content on the platform? 

      We would also recommend to take a closer look at some troubleshooting provided by our support page here: How to resolve a channel playback issue - Roku Support.

      Let us know what you find out.

      Thanks,
      Rey

      • ZeldaDad's avatar
        ZeldaDad
        Newbie
        11 months ago

        Same issue for me. None of the listed troubleshooting steps make a difference. Closed captions appear about 5 seconds before the dialogue. 

    • stardiamond's avatar
      stardiamond
      Channel Surfer
      11 months ago

      It will get fixed but who knows when. My work around was to add the app to my LG smart tv and it works fine. 

  • xls79bsy's avatar
    xls79bsy
    Reel Rookie
    11 months ago

     

    System restart did fix CC out of sync on Paramount +. Problem is not on all apps and haven't seen on Roku Live channels at all.

     

  • liumeiru's avatar
    liumeiru
    Newbie
    11 months ago

    we've been having this issue off and on for the past month on a couple different streaming apps but primarily Paramount+, our Roku devices are two different TVs with Roku (Phillips and HiSense). system restarts and caption resets don't fix the issue so far. i hope someone out there has a better understanding of this issue than i do and is willing to share. thanks in advance!

    • ptunia1's avatar
      ptunia1
      Channel Surfer
      11 months ago

      Worth a try for you.  Try using your Roku phone app with bluetooth headphones and adjust from the Bluetooth syncing directions.

      • xls79bsy's avatar
        xls79bsy
        Reel Rookie
        11 months ago

        What Bluetooth "syncing directions"? Using phone as remote and bluetoothing sound from TV to BT headphones yields the same out of sync condition. Why would it be any different?

  • WilltheThrill1's avatar
    WilltheThrill1
    Reel Rookie
    11 months ago

    Same here, tried all the troubleshooting, and still does not work. It sounds like the issue needs to be resolved by Paramount Plus Support. Has anyone submitted a ticket and if so can you share the ticket number so we may follow?

    Just created a Ticket Case #19486342.

  • Babylon_Slim's avatar
    Babylon_Slim
    Reel Rookie
    11 months ago

    Has No one gotten a satisfactory response from ROKU?

    is this not the place to seek help?

    I’ve had this exact problem every time I try to watch Mayor of Kingston for the last 2? Weeks.

    ive tried restarting my Roku Premiere, toggling subtitles on & off, restarting my router, Tv, everything.

    Does Roku even read these or is it just users?

    thanks

    • MitchInMCO's avatar
      MitchInMCO
      Channel Surfer
      11 months ago

      They are aware of it.  Tickets have been created.  How long it will take is anybody's guess.  

      • Babylon_Slim's avatar
        Babylon_Slim
        Reel Rookie
        11 months ago

        Do you know - is it just Paramount+ ?

        has anyone perused Paramount for help?

         

        thanks

  • Pristsc's avatar
    Pristsc
    Newbie
    10 months ago

    I just subscribed to Paramount+ thru Prime and am having the same problem with a ROKU 3600X, 13.1=4 build 1510-24.  Besides the captions being badly out of sync watching Dexter, pushing home 5x and back 5x does not provide a tracker ID as specified in the above "solution".  I am hearing impaired and am getting no use out of my Paramount+ I just purchased today.  Scott Pristel,.