Forum Discussion

mrjimw93's avatar
mrjimw93
Reel Rookie
7 days ago

Closed captions issue

I am so disgusted with Roku! This is a problem they can't or won't fix. Even though the devices as set to captions on always, they aren't. We often go to a program to find that the captions, though supposedly on, aren't. Sometimes restarting the Roku restores them, sometimes not. I've reported this issue numerous times to customer service and nothing happens. One agent even told me it was the fault of the streaming service. Which makes no sense since I can watch the program on my phone or iPad and the captions are there.

Has anyone else had this problem and have you discovered a fix?

app feature

9 Replies

  • RokuSuzyL's avatar
    RokuSuzyL
    Community Moderator
    7 days ago

    Hey there, mrjimw93​ 

    We noticed that you have an issue with the captions on the content that you are watching using the Roku device. And thanks for initiating to restart to try fixing the issue. 

    Could you share if this issue happens in all apps? In the meantime, try updating the software of the device. Once done, check the content that you are watching again to see if the captions are showing. 

    Let us know how it goes!

    Roku Community Team

    • mrjimw93's avatar
      mrjimw93
      Reel Rookie
      6 days ago

      The problem in intermittent. It occurs most often with BritBox and Acorn, but last night it happened with Prime, Hulu, and Paramount. I restarted the Roku at least half a dozen times and it didn't resolve the issue.

      I've updated the Roku software and the software of each and every app. It doesn't seem to make any difference. Restarting the Roku device sometimes works, but not always. We've had three Roku devices since 2020 connected to several different TVs. The problem has literally been going on since our first one and no one can or will fix it.

      • RokuSuzyL's avatar
        RokuSuzyL
        Community Moderator
        6 days ago

        mrjimw93​ 

        Thanks for the update. We'll pass this along to the right team. To help us take a closer look, please provide the following details below:

        • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
        • Tracker ID (Press Home five times, then press Back button five times when the issue occurs)


        Let us know when you can!

        Roku Community Team