Forum Discussion

Jmljr93's avatar
Jmljr93
Reel Rookie
6 years ago
Solved

Why won't Disney Plus subtitles turn off?

On my TCL 5 series tv, the Disney Plus app works but for some reason, there are automatic subtitles on every show/movie. And there is no option to turn them off while watching the title.

Also, lots of older titles like “Davy Crockett” have German subtitles. It’s quite hilarious, but frustrating that they cannot be adjusted on TCL Roku app. Anyone else experiencing this? Or know to how get TCL to fix the bug?

Disney Plus Troubleshooting
  • RokuTannerD's avatar
    RokuTannerD
    6 years ago

    Thanks for reaching out. Try pressing the * button during playback and access the option menu to turn closed captions off. You may also need to log into your Disney+ account online, and check your settings to see if this is enabled anywhere. These settings may carry over from your account into the channel/app automatically.

    If you need more help, please contact Disney+ support to report the issue you're seeing with their content. You'll want to cite the model of device you are using, along with the title you are watching so they can take a closer look.

    Let us know what you discover!


    Thanks,
    Tanner

  • Discretion's avatar
    Discretion
    6 years ago

    I found the answer. I have the same TCL. Go to the home screen and highlight the Disney Plus App, once highlighted push the * button on your remote. It will bring up a menu for the app. Select update, it will update your app and the subtitles should be off. That worked for me at least

  • Amber1987's avatar
    Amber1987
    6 years ago

    Hey there i had the same issue today, subtitles came on out of no where, there are NO options in the Disney+ app on my roku to turn them off, or any other settings that can control settings like that, the only thing i could do was press * on my roku remote and that is took me to the settings for the tv not the app, and of course the closed captioning option was turned off, i tried to update the app, it was up to date, i tried unplugging the tv, i reset the roku from the roku home screen, i tried checking my disney+ app settings from my account online again no such options, and i tried every other suggestion i could find from the internet, NOTHING worked, so i removed the Disney+ app from my roku, and then readded it, logged back in and subtitles were gone, apparently this is a glitch within the app itself, u can remove the app by going to the roku home screen, go to the Disney+ app, press * button on remote, go to remove channel or app option, click on it, then go to roku home screen search, type is Disney+ and proceed to download the app.

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  • RokuTannerD's avatar
    RokuTannerD
    Retired Moderator
    6 years ago

    Thanks for reaching out. Try pressing the * button during playback and access the option menu to turn closed captions off. You may also need to log into your Disney+ account online, and check your settings to see if this is enabled anywhere. These settings may carry over from your account into the channel/app automatically.

    If you need more help, please contact Disney+ support to report the issue you're seeing with their content. You'll want to cite the model of device you are using, along with the title you are watching so they can take a closer look.

    Let us know what you discover!


    Thanks,
    Tanner

    • Jmljr93's avatar
      Jmljr93
      Reel Rookie
      6 years ago

      Hi,
      Yeah it isn’t the TV CC system. When I click the *, Closed Captioning is already turned off as per usual. The shows and movies themselves have the subtitles already attached during playback and no way to turn them off. Only happening on my TCL Roku tv. Does not happen on my LG C7 tv and that interface has an option in playback for subtitle preference.
      I’ll contact Disney+, thanks!

      • Discretion's avatar
        Discretion
        Newbie
        6 years ago

        I found the answer. I have the same TCL. Go to the home screen and highlight the Disney Plus App, once highlighted push the * button on your remote. It will bring up a menu for the app. Select update, it will update your app and the subtitles should be off. That worked for me at least

    • Dizzney's avatar
      Dizzney
      Newbie
      6 years ago

      I am having similar issues. I updated the app and no change. I've been having a Star Wars marathon and for 2 films it showed the subtitles all the way through. Can't remember which one was first but now it was doing it on Empire Strikes Back. The others have been fine. I tried to go in and switch to Off, During Replay and even On, but no change. Really frustrating. I ended up exiting all the way out and going back in and now they are gone but something is glitchy somewhere.

      • Jmljr93's avatar
        Jmljr93
        Reel Rookie
        6 years ago
        After updating the app on the TCL TV, the subtitles went away for me on all the programs I was watching. Let me know if they come back for you. And I will as well. But last couple days they have not been present. And I was able to turn subtitles on/off at my leisure through the TCL remote settings.
  • Tivoburkee's avatar
    Tivoburkee
    Community Streaming Expert
    6 years ago

    While viewing a show press the asterisk *, from the left side a menu shows up, scroll down to captions and turn them off.

  • Amber1987's avatar
    Amber1987
    Reel Rookie
    6 years ago

    Hey there i had the same issue today, subtitles came on out of no where, there are NO options in the Disney+ app on my roku to turn them off, or any other settings that can control settings like that, the only thing i could do was press * on my roku remote and that is took me to the settings for the tv not the app, and of course the closed captioning option was turned off, i tried to update the app, it was up to date, i tried unplugging the tv, i reset the roku from the roku home screen, i tried checking my disney+ app settings from my account online again no such options, and i tried every other suggestion i could find from the internet, NOTHING worked, so i removed the Disney+ app from my roku, and then readded it, logged back in and subtitles were gone, apparently this is a glitch within the app itself, u can remove the app by going to the roku home screen, go to the Disney+ app, press * button on remote, go to remove channel or app option, click on it, then go to roku home screen search, type is Disney+ and proceed to download the app.

    • ABurgess23's avatar
      ABurgess23
      Newbie
      6 years ago

      When all else fails...turn TV off and then back on... we watched 2 movies back to back and then the 3rd, we had the caption issue and everything was up to date.

    • SetTrippin's avatar
      SetTrippin
      Reel Rookie
      4 years ago

      Next time this happens, hit the (*) Star settings button on your remote, then go to captioning and turn off subtitles in the main TCL TV menu settings. Turns out disney+ app uses your tv's settings to activate or turn off subtitles and not a sub menu within the app like Netflix.

       

  • Boi's avatar
    Boi
    Newbie
    4 years ago

    While watching your show or move click the * button then u can see what u need to do from there.