Forum Discussion

Juliehic's avatar
Juliehic
Reel Rookie
2 years ago
Solved

Max subtitles not syncing or don't work

this did not work

  • RokuERey's avatar
    RokuERey
    2 years ago

    Hi Pjssaj3,

    Thanks for keeping in touch with us here in the Roku Community!

    We see that you're getting the same issue with the MAX channel and we'd be glad of assistance on this.

    If you haven't tried some troubleshooting we would recommend to apply it first and see if that helps.

    Here's how...

    • Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
    • Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
    • Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

    For additional troubleshooting, you can check our support page here: How do I resolve channel playback issues? - Roku Support

    If this has been exhausted, let us know if this is a specific content issue along with the details below.

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

    Let us know how things going.

    Regards,
    Rey

20 Replies

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Juliehic,

      A warm welcome here in the Roku Community!

      We'd like to take a closer look into this issue that you're having with the Max channel. May we know what troubleshooting steps you have taken so far? Are you experiencing this issue on one channel only?

      We look forward to hearing from you soon.

      Thanks,

      John

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi Juliehic,

    Greetings from the Roku Community!

    We'll be glad to assist you with your problem with the subtitles that are not synching. We'd like to know more about it. What troubleshooting steps have you taken so far? Is the issue happening on all contents and channels, or is this isolated to HBO Max content and channels only? Please elaborate so we can further assist.

    We'll wait for your response.

    Kind regards,

    Eunice

    • denroh's avatar
      denroh
      Channel Surfer
      2 years ago

      I am having the same issue on my 4K Streaming Stick and HBO Max.  Subtitles are about 30 seconds ahead of the actual dialog. I have tried resetting the Roku and my router but that did not resolve the issue.  

      It seems to be only happening on HBO Max and only on the 4K Stick.  

      I currently have 4 Rokus (Roku Premiere+, Roku Premier, and two 4K Streaming Sticks).
      This issue is only occurring on one of the 4K Sticks, not on any of the other 3.

      That seems to rule out that it is a HBO Max issue.

      Any suggestions you can offer would be appreciated.

      Thanks,
      Den

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! denroh,

        A heartfelt welcome from the Roku Community!

        We appreciate you reaching out to us about the Max subtitle issue. We're pleased to assist.

        • Full Title: Specific movie or TV show (season and episode) example that the issue occurs on.
        • Did removing the channel, restarting the player, and then adding the channel back again resolve the issue?
        • If possible, video and/or pictures of the issue

        Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

        Thanks,

        Arjiemar