Forum Discussion

StKi's avatar
StKi
Channel Surfer
7 months ago
Solved

Max app showing non English subtitles when selected

I'm having an issue with the latest HBO  Max apo, version 58.10 build 0. We usually have English subtitles turned on. Lately, the subtitles will randomly change to Bulgarian while we're watching, and remain Bulgarian until we exit the app and resume. The subtitles still indicate that we're selected on "English CC". Switching to a different language and back to English does not remedy the Bulgarian text. Switching back to English displays Bulgarian again. Only exiting will fix the language, but will revert back to Bulgarian again during that  session.

app feature
  • RokuTakashi's avatar
    RokuTakashi
    5 months ago

    Hi, Lmpswan​

    Thanks for reaching out.

    I understand that you've encountered an issue with the subtitles in the Max app contents.

    For direct support, you can contact Max app support and inquire further for assistance. Take note that the feature on ann, including interface, contents, and subtitles, is directly managed by the app provider.

    Hope this will be addressed soon.

    Thanks,

    Roku Community Team

21 Replies

  • Julie17's avatar
    Julie17
    Newbie
    7 months ago

    Having the same issue too! Can’t figure out how to switch back to English but kind of hoping I learn some Bulgarian in the process lol

  • Em-'s avatar
    Em-
    Newbie
    6 months ago

    I'm having this same issue as well. It's annoying to start an episode, the subtitles will be correct during the recap and when the new content starts, it switches over. I have to exit the episode and play again to fix it. For every single episode. So far it's happened on White Lotus and House of Dragons. I'm sure it will do it on anything I watch if it has Bulgarian subtitles. 

  • Lmpswan's avatar
    Lmpswan
    Reel Rookie
    5 months ago

    I am having the exact same issue with Russian or Bulgarian subtitles and have changed all my passwords everywhere thinking that I'm being hacked by a Russian using my Roku account. I feel a bit better knowing that there's many people having the same issue, however I'd really like to know why we're all having this problem and it's all the same language. Why is there no reason offered for this? Also I'm messaging this 2 months after all these previous complaints, shouldn't this be fixed by now??

    • markthomasson's avatar
      markthomasson
      Reel Rookie
      5 months ago

      I "fixed" the issue by removing the app and reinstalling it, even though I was already running the latest version.  Max support was utterly useless, only offering to sign me out of my devices. I fully believe the app, at the very least, was compromised and has defects they weren't being upfront about.

       

    • StKi's avatar
      StKi
      Channel Surfer
      5 months ago

      It's not just Bulgarian or Russian. I'm also seeing Greek for some shows like the Heaven's Gate documentary. I believe you'll see that the language matches the first language in the subtitles list immediately following the selected English subtitles.

      I checked in on my support ticket and they confirmed they haven't fixed it yet. They mentioned that they've reproduced the bug at least.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      5 months ago

      Hi, Lmpswan​

      Thanks for reaching out.

      I understand that you've encountered an issue with the subtitles in the Max app contents.

      For direct support, you can contact Max app support and inquire further for assistance. Take note that the feature on ann, including interface, contents, and subtitles, is directly managed by the app provider.

      Hope this will be addressed soon.

      Thanks,

      Roku Community Team

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    7 months ago

    Hey, StKi.

    Thanks for reaching out!

    Can you try these fixes below?

    1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
    2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
    3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

    Still need help? Please contact the app provider directly for further assistance. 

    Roku Community Team

    • StKi's avatar
      StKi
      Channel Surfer
      7 months ago

      There is no option to uninstall the app. This is a Roku-managed subscription, and the device will not allow me to uninstall the app. So what now? Suffer until the subscription expires and then uninstall it? I'm pretty sure that I'd have to pay money to cancel and subsequently resume the subscription.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        7 months ago

        Hey, StKi and Julie17!

        If you need more help with this, it's best to get in touch with Max app support since it's a channel content issue.

        We hope you'll start streaming soon!

        Roku Community Team

  • tacoopera's avatar
    tacoopera
    Channel Surfer
    7 months ago

    I have this same issue on the same app version (58.10 build 0). As a workaround, I changed from English CC to English until Max fixes this bug.

  • tacoopera's avatar
    tacoopera
    Channel Surfer
    7 months ago

    I've only watched a few episodes, but it seems like the new Max app (version 58.11 build 0) may have fixed this issue too

    • StKi's avatar
      StKi
      Channel Surfer
      6 months ago

      I've been on this version too, but it's still in Bulgarian, at least when watching Friends.

      I troubleshooted the issue with Max support and they've escalated it to their specialists.

      • tacoopera's avatar
        tacoopera
        Channel Surfer
        6 months ago

        Yea you're right, I thought it was fixed at first but noticed it again recently 

  • Mike90's avatar
    Mike90
    Reel Rookie
    6 months ago

    Having the same issue.  I noticed it on Last of Us and while waiting for the next episode, started watching Game of Thrones again.  Going back to the MAX home screen and restarting the episode fixes the issue; but, when it auto starts the next episode, the CC reverts back to Cyrillic alphabet, even though it is still set on English CC.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      6 months ago

      Hey, Mike90.

      Thanks for chiming in!

      We'd like to be able to help, but it is best to get in touch with the Max support team. The link to the support website is found above this thread.

      Thanks again,
      Roku Community Team

      • StKi's avatar
        StKi
        Channel Surfer
        6 months ago

        I got an update from the Max support team after much testing and escalation:

        "... it's specific to Max on particular Roku devices. Regardless, I know our engineering team was able to reproduce the issue so we expect there will be a resolution soon."

  • JWS9518's avatar
    JWS9518
    Roku Guru
    5 months ago

    I have had that happen on Max, which I presume is a bug in the Max app.  I sometimes get what I think is Russian subtitles.  The only fix I have found so far is exit out of Max, which fixes sometimes and/or go back into the language selection in Max and select English again, which sometimes fixes it.  

  • Stormcarver's avatar
    Stormcarver
    Newbie
    5 months ago

    I contacted Max app support. They weren’t aware of the situation and have no fix. However, I found that if this is happening, exit the movie/series episode that’s having the issue, but stay in the app. Open the Max app on another platform - like phone or tablet. You’ll see that the cc is in English. Close your mobile app and go back to the Roku tv app. When you resume the program, your subtitles will be in English. 
    Its a workaround, but so much less annoying than foreign captioning. 

  • markthomasson's avatar
    markthomasson
    Reel Rookie
    5 months ago

    Ran into this issue 
    was running the latest version of the Max app
    tried logging in said my password was wrong
    Uninstalled/reinstalled the app
    Max app subtitling doesn't work now
    You can turn on subtitling through Roku
    Bulgarian/Russian overlays are no longer there
    Bigger concern when I installed the new app
    It complained my existing password was wrong
    Reset my password
    If this is happening with you, I'd HIGHLY suggest  following the above steps
    and if the password you used for Max, you have reused elsewhere, I'd immediately change it