Forum Discussion

jontalk's avatar
jontalk
Roku Guru
4 years ago

Closed Caption bug with 10.5, build 4208 on the Kanopy channel

I'm curious if anyone else using a 4800R running the latest firmware has noticed that regardless of title, any movie on Kanopy streams with closed captions. The Roku Accessibility/Closed Captions is set to OFF, but when Kanopy is launched, it changes the setting to ON! Going to the Kanopy channel settings and DISABLING closed captions also fails to solve the problem. 

While minor this is very frustrating and needs to be fixed.

Ever since 10.5 firmware was released, there's a big problem with closed captions on the Kanopy channel. 

When I go to watch a film, regardless of the language, there are closed captions on every one. When I disable closed captions in the channel settings nothing changes. Worse, yet once I begin watching something it turns ON the Accessibility/closed captions in setting when I always have it OFF. 

I'm going to try removing, power cycling and replacing it, though I have a feeling this is a bug in the firmware interaction with Kanopy. I do NOT have this problem with any other channel. 

I have a Roku 4800R with a high speed wired connection running 10.5, build 4208 and a complete home theater system.  

Please look into this and reply. 

captions
  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    4 years ago

    jontalk

    Thanks for the post.

    If you are unable to resolve the issue, can you please provide us the following information:
    -Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    -does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
    -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)
    -steps to reproduce the issue you are seeing

    With more detailed information, we will be able to investigate further.


    Thanks,
    Danny

    • jontalk's avatar
      jontalk
      Roku Guru
      4 years ago

      Danny,

      The tracker ID process fails to work since pressing the Back button immediately returns to the home screen; sorry. In a troubleshooting effort, I have removed, restarted and replaced the channel to no avail.

      Device name: Roku Ultra, S/N X01000YC7LRJ, Firmware 10.5 build 4208

      Kanopy Channel, version 4.3 build 20200602. Closed Caption setting :"DISABLE"

      Problem: clicking a title immediately changes Roku accessibility/closed caption setting from OFF to ON.  

      In spite of the channel's closed caption setting being disabled, it streams EVERY title with closed captions.

      PLEASE investigate this as its extremely frustrating. I've reported it to Kanopy support but have yet to get a response.

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        4 years ago

        Jonathan, that's the way the Tracker ID generator works. Don't worry that it takes you out of the channel. It takes a snapshot of internal settings at the time you press the button the first time, but you have to complete the sequence to save the data into a file that Roku can retrieve. 

    • jontalk's avatar
      jontalk
      Roku Guru
      4 years ago

      Danny, another member said the tracking process should have a screen with the information. I had tried it while in the Kanopy channel without success but I just did it from the home page and got this under the Issue Report Tracker. : ID. RJ-520-002

      The rest of the data I provided is correct. Please let me know if or how this gets fixed. Thanks 

    • jontalk's avatar
      jontalk
      Roku Guru
      4 years ago

      Danny

      Happy New Year and wishing you Happiness, Joy, Good Health and fun! That said, since I never rec'd a response after providing the info in two separate messages, how will I know if anything has been fixed? I have a dialog with Kanopy support, but I've yet to hear about a solution.  Thanks so much.

      Jonatha

  • renojim's avatar
    renojim
    Community Streaming Expert
    4 years ago

    Hmm... strange.  I just fired up "Some Like It Hot" on Kanopy on my 4800 with the same firmware version and I'm not seeing that.  The Kanopy setting seems to toggle the global setting just as it should.  If I go into another channel/app and disable CC and then go to the Kanopy channel it's still disabled and vice versa.  However, if I change CC under Settings within Kanopy and exit the channel without actually starting a video it doesn't stick.

    • jontalk's avatar
      jontalk
      Roku Guru
      4 years ago

      Well this IS interesting. I removed, restarted and replaced the channel and it still does the same thing. Were I to experience this with other channels, I'd probably do a hard reset. Very strange for sure!

  • tldevaney's avatar
    tldevaney
    Newbie
    3 years ago

    Hello. I am experiencing the exact same issue with Kanopy but can't even find the captioning options in the app. I trust from your post that does not fix it. It's not just your particular system/setup, however. 

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      3 years ago

      Hi tldevaney

      Thanks for the post.

      We do not have enough details from your original message to make an effective suggestion. Could you tell us more about your concern? What are the troubleshooting steps you've tried?

      With more information, we can assist you further.


      All the best,
      Kariza