Forum Discussion

Kondejko's avatar
Kondejko
Reel Rookie
2 years ago

Closed captioning missing/incorrect words and letters

 The hearing impaired and deaf communities should be outraged for the blatant disregard’s of Quality that ROKU Cc is providing. Cc has always been poor in regards to what’s being said on screen to what’s being typed. But Now  there are missing letters and completely incorrect context of what’s being said on screen. If Ai is doing this it needs to fired. If it is human error it needs to be fired. ROKU appears to not value its DISABLED customers. There appears to be No quality control for the systems it uses in closed captioning. 
Reseting does not correct the problem and there’s no place to get support @roku.   ✝

Kandice Ondejko 

10 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Kondejko,

    A warm welcome here in the Roku Community!

    We'd love to take a closer look into this issue that you're having with the closed captioning. Could you send us a photo or video of your running problem? Is the issue happening on all content or channels, or is this isolated to one content or channel? (Specify)

    With detailed information, we will be able to assist you further.


    Thanks,
    John

    • IvyOpal's avatar
      IvyOpal
      Newbie
      2 years ago

      Both autistic family members can't enjoy tv with us this holiday because Roku's closed captions aren't even coming up for us. I tried every suggestion on system restarting, etc., and nothing works. I have it set to "Always ON" so it seems to be Roku's failure. 

      We can't even get closed captions to work while watching shows on THE ROKU CHANNEL. Is there a human working on Accessibility options for Roku??

    • Kondejko's avatar
      Kondejko
      Reel Rookie
      2 years ago

      No pictures
      It happens on every thing ROKU. INSTEAD of trying to just fix mine please try the whole of Roku. Examine your systems algorithm, quality control and any human not outsourced by AI. Closed captioning has ALWAYS BE POOR  even with new system devices. I’ve been a long time Roku user. Value your disabled customers as much as you value your bottom line. There are plenty of other devices out there now that can replace the use of Roku. And please do not tell me to upgrade by purchasing a new device. 

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi IvyOpal,

        Thank you for keeping us updated with the details!

        We will be more than happy to investigate further. May we know what specific movie title you are experiencing this issue with as a reference? Kindly send us a photo of your running issue too.

        In the meantime, please try these steps and see if it will fix the issue:

        1. 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.
        2. Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).
        3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store or Search and add the channel again.

        We will be waiting for your response.

        Kind regards,

        Eunice

    • Bambam3's avatar
      Bambam3
      Newbie
      2 years ago

      My misspellings are happening on your live TV so you cannot pause it to get a picture of the words that are being misspelled. The TV just said the word dead and it spelled it da

  • Tschoel's avatar
    Tschoel
    Newbie
    2 years ago

    The roku CC is the worst I've ever seen. The words are misspelled, or partial words are used. I'm hearing impaired and this is absolutely ridiculous. Roku needs to step up and correct this and be professional or don't make an attempt to offer something they are not able to do. Apparently whoever does their CC, cannot spell