Forum Discussion

laja's avatar
laja
Newbie
2 years ago
Solved

Closed captions turning on

Both of my Roku devices turn on CC (closed Captioning) randomly. It seems like the system software has the coding reversed. The system programming should never default to turn on CC anywhere. It should do the opposite and turn it off. The only time CC should come on is when you manually turn it on CC. This is not a user problem or someone else’s problem. This is a Roku problem.

Check your app programming and make sure you are not turning CC on except when the user manually turns it on.

I’m not the only one complaining about this.

tv & player features
  • RokuERey's avatar
    RokuERey
    2 years ago

    Hi limetaljake,

    Greetings from the Roku Community!

    Thanks for reaching out and for sharing your experience about this issue. Please note that individual channels and apps have their own settings that may override the settings in the Roku menus. You should check within each channel's settings and disable captions separately for each one. Some channels have their own caption settings that are independent of the system settings.

    Channel providers are responsible for managing their content programming, including closed captions and subtitles. If changing the captions in the Roku settings does not resolve the issue, contact the channel directly.

    Let us know if there's anything else we can do to further assist you.

    Regards,
    Rey

     

25 Replies

  • CoedNaked's avatar
    CoedNaked
    Newbie
    14 days ago

    This has been happening to me over the last month it seems,  I can leave an app paused and start it back up and the CC is turned on "Always" using the * menu from the Roku Remote. This is definitely a new Roku bug introduced somehow.   Rebooting the device has not helped.   This is happening on the few channel apps I watch.   I seriously doubt that all those channels just made an update that did this at the same time.. Roku please fix your issue,  by the sounds of it, it seems like it is a complete Roku issue that spans multiple device types, etc Roku TVs, sticks, etc.   

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      13 days ago

      Welcome, laja​.

      Thanks for reaching out here!

      We see that you have been encountering issues with the closed captioning on Roku, and we'll look into this more.

      To help us investigate, can you share the following details?

      • What Roku device is affected?
      • Can you share what specific channels are affected?
      • Did this happen after an update? If so, could you share the latest software version of the Roku device? (Check under Settings > System > About)

       

      In the meantime, you can visit this link for more tips!

      Please keep us in the loop!

      Roku Community Team

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi laja,

    Welcome to the Roku Community!

    A warm welcome, and thanks for posting here in the Roku Community!

    We'd love to take a closer look at the issue you've been experiencing with the closed captioning. What Roku device are you using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify) Does the issue occur on a specific channel or all the channels installed on your Roku device? In addition, can you specify the troubleshooting steps you have taken to try to resolve the issue?

    We'll be eager to wait for your update. Thank you!

    All the best,
    Chel

    • limetaljake's avatar
      limetaljake
      Newbie
      2 years ago

      I would like to respond since the poster hasn't provided any further information.


      I have 3 seperate Roku devices (2 built in to TV, the other Roku Express). About a week ago, I noticed the captions were coming on automatically on the Tubi App. When I would turn them off, they would came back again either after an ad break, or if i changed to another episode or feature altogether.

      I also noticed that this started happening on Disney +, and that Prime was showing the button to enable subtitles, which it hadn't done previously. 

      I tried removing apps, system resets, and a factory reset of one of my tv's. None of these procedures resolved the issue.

      I'm pretty certain the problem is that the roku app is trying to turn on the captions due to a bug. If the app doesn't have it's own caption built it, Roku turns them on. If it does, Roku sends a message to prompt the app to turn them on. 

      Let me know if you need any further information. 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi limetaljake,

        Greetings from the Roku Community!

        Thanks for reaching out and for sharing your experience about this issue. Please note that individual channels and apps have their own settings that may override the settings in the Roku menus. You should check within each channel's settings and disable captions separately for each one. Some channels have their own caption settings that are independent of the system settings.

        Channel providers are responsible for managing their content programming, including closed captions and subtitles. If changing the captions in the Roku settings does not resolve the issue, contact the channel directly.

        Let us know if there's anything else we can do to further assist you.

        Regards,
        Rey

         

  • Warrensnook's avatar
    Warrensnook
    Newbie
    10 months ago

    I was experiencing this and it was driving me mildly insane!  I kept going to the menu....Settings...Accessibility...Closed captions....off.  I would go back to the channel/app (didn't matter which one...they would all do it periodically,  some of them constantly.   I discovered there is another way to get to CC settings.  Press the * button from your Roku remote.  CC is the very first thing that pops up and it was set to "On constantly."  I shut it off from the button and the problem is gone!  Amen

    • kbradley38's avatar
      kbradley38
      Newbie
      10 months ago

      I've tried everything:

      1. From settings turned off - They turn back on
      2. Used the * - They turn back on
      3. Deleted and redownloaded apps - Still come on
      4. Went into the apps themselves turned them off - Roku turns them back on 
      5. Reset the device - Turned back on
      6. Used voice control and prompted the device to turn them off permanently - They come back on 

      I have the Roku Ultra 4K+ and the Roku Express 4K+, it does it on both. This is 100% a Roku issue has nothing to do with the apps

  • jrbill's avatar
    jrbill
    Newbie
    13 days ago

    Hello, this issue has started with my Roku recently. Captions/subtitles randomly turn on after launching an app. Disabling them in the Settings>Accessibility menu/with the * button only disables them temporarily. This seems to happen only when launching apps. This is occuring on the 4850RW - Ultra.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      13 days ago

      Thanks for reaching out, jrbill​!

      We see that you are experiencing an issue with the closed captioning on Roku Ultra, and we're here to help!

      Can you share what specific app this is happening in? Also, did this happen after an update? If so, can you check the latest software version? (Check under Settings > System > About).

      We'll wait for your response!

      Roku Community Team

      • js52trade's avatar
        js52trade
        Newbie
        11 days ago

        I have a TCL TV with Roku built in. I use YouTube TV and Netflix and both were stuck in CC. I was able to finally resolve the constant closed caption problem. I made sure my Roku settings were correct and then  I checked the channel settings, instead of using the * button (CC is not on the menu) I went to a YoutubeTV station and as the channel played I used the down arrow on the remote and then a sub menu was displayed where I could turn off CC. I did the same with Netflix. I watched a movie and used the down arrow on the remote and shut it off. 

        the * function button on the remote does not have a setting for CC for most Roku apps. Screen reader is an option but that is not CC