Forum Discussion

Chrissy126's avatar
Chrissy126
Reel Rookie
2 years ago

Closed captions not working on live tv roku app

Hi, I installed the roku channel app on my Samsung tv that is 3 months old. The captions are turned on and work for on demand shows. When I watch the live tv portion the captions do not work on any ...
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

Hi Chrissy126,

Welcome to the Roku Community!

We want to learn more about this and appreciate you for letting us know about this. Could you tell us what particular content you are trying to access?

Could you also share the device information and the tracker I.D. with us?

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
  • 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).

We'll be able to flag the appropriate Roku team once we have this information available.

Please keep us posted!

Regards,

Rey

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    2 years ago

    RokuERey-

    The reported problem is not with viewing on a Roku device or Roku TV.

    The problem is when viewing The Roku Channel installed as an app on a Samsung Smart TV.   The live channels within The Roku Channel app on the Samsung have no closed captioning.

  • Chrissy126's avatar
    Chrissy126
    Reel Rookie
    2 years ago

    Hi,

    RokuERay is right.

    The issue is on the roku channel app on a Samsung smart tv.

    Model # CU7000 with tizen operating system.

     

    Subtitles will only work on the demand shows. It will not work on any of the live channels even when it says there are subtitles on the channel.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Thanks for keeping us posted Chrissy126,

      Can you please provide the requested information of @RokuERay above this thread? Once we receive these details, we'll be able to forward this to the appropriate Roku team who'll further review this issue.

      We look forward to hearing back from you.

      All the best,
      Kash

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        2 years ago

        RokuTakashi-

        You don't get it either.   The info requested by RokuERey is for a problem when viewing ON A ROKU DEVICE.  But the problem reported is when viewing via The Roku Channel app INSTALLED ON A SAMSUNG SMART TV.   There is no involvement of a Roku device at all so there is no way to obtain the information being requested.

        In case neither of you are familiar with this, Roku has made a version of The Roku Channel available as an app installed on Samsung Smart TVs.  It can be viewed on these TVs directly, with no Roku device being needed.

         

         

         

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Thanks for the update, Chrissy126!

      It seems like we have a little bit of confusion here, and thanks for the additional details about this. 
      Is there a way that you can see the details on the app version on your Smart TV? And if possible, can you share with us a device I.D?

      This will help the appropriate Roku team to take a closer look into this.

      Thanks,

      Rey

      • Chrissy126's avatar
        Chrissy126
        Reel Rookie
        2 years ago

        The app on my tv says the following:

        App version 1.1.47

        Device id 5AMFZR033V6KP

        Build date 5/22/23, 20:11:04

        Client version 569c991

        Sorry for any confusion. Again this is the roku app channel on my Samsung tv information.