Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Level 7

Can't get subtitles on some Amazon Video titles

Hello, I'm hard of hearing and I depend on subtitles for all my TV and movies. I'm in the UK.

I've noticed that some movies on Amazon Video are have subtitles which work in the PC/Mac browser players but aren't available on the Roku set-top box. 

For example, I recently purchased Blade Runner 2049 from Amazon Video which is advertised as having English subtitles, however when navigating to it in the Roku's Prime Video app, the "CC" is not shown in the information page for the movie, and if I try to turn on the subtitles via the * button, I get a message saying "Captions not available for this video".

I also have the same problem with Grand Tour season 2. I've had to watch it on my laptop because the Roku doesn't pick up the subtitles. However, Grand Tour season 1 showed perfectly with subtitles on the Roku. The "CC" is shown on the Roku for season 1 but not for season 2. 

Does anybody have any idea what's going on here? are more movies being released by Amazon with some new subtitle format which is not supported by the Roku?

I raised the issue with Amazon 3 weeks ago but I am still waiting for a response, they are "looking into it".

Roku details:
Model: 4200X - Roku 3 (UK)
Serial Number: 6225AT014910
Software version: 8.0.0 build 4143-04

Thanks in advance!

Mediadoc
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12 Replies
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Level 21

Re: Can't get subtitles on some Amazon Video titles

It is up to the providers to decide if their videos have captions, and on what devices these captions are available. Unfortunately there's nothing that Roku can do about that. I don't have that particular title in Amazon, so I can't check it for captions. Also remember that providers like Amazon offer different versions of media for different regions, and even then they might offer something on one platform (PC browser) but not another (Roku).
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Can't get subtitles on some Amazon Video titles

Thank you for responding, very much appreciated.

I notice you have several Roku models in your signature - I just wondered if it was possible for you to try Grand Tour season 2 to see if the subtitles are working for you?
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Level 21

Re: Can't get subtitles on some Amazon Video titles

"meriadoc" wrote:
Thank you for responding, very much appreciated.

I notice you have several Roku models in your signature - I just wondered if it was possible for you to try Grand Tour season 2 to see if the subtitles are working for you?

I've played GT season 2 in the past to test HDR playback, and I recall that captions were working then. If I don't forget, when I get home this afternoon I'll check it on both my 4 (on a 1080 set) and Ultra. I can also try it on my Sharp Roku TV, as it's also 4K HDR capable, just in case.
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 21

Re: Can't get subtitles on some Amazon Video titles

Just tried The Grand Tour, Season 2, episode 1, and captions were displayed. The info page says subtitles, not CC. This was with my Roku 4 on my 1080 plasma set.
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Can't get subtitles on some Amazon Video titles

That's very interesting, is it possible that Some Amazon titles have a subtitles format which is supported in the Roku 4 but not the Roku 3? On my 3 I have never seen 'subtitles' in the Roku information page, it only says 'CC' or not.
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Level 7

Re: Can't get subtitles on some Amazon Video titles

Here's what worked for me finally:

On my Roku 4670x (Sept. 2019 release). Lot# 2189040793

Start the video playing.

Press the pause/play button to pause the video.

Arrow over to the CC button on the bottom right of the screen.

Press the OK/Enter button  to toggle on/off closed captions. You will get a pop-up telling you which setting you chose.

Presently all I can get is Amazon's white non serif text on a solid black background. The selected settings on the Roku unit have no effect.

Enabling CC (closed captions) on one video seems to have the same effect on all other videos you play from then on. In other words it appears to be a global setting.

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Level 7

Re: Can't get subtitles on some Amazon Video titles

I had tried that and couldn’t high light the CC; it was grey.  I finally tried briefly holding down the right directional button (at 3 o’clock on the wheel; not the right arrow) and that enabled being able to light up the CC and turn captions on. I had been tapping instead of holding and that doesn’t work. 

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Level 7

Re: Can't get subtitles on some Amazon Video titles

Worked!

Did what you suggested - it turned the CC icon from gray to orange. 

I believe I’ve done this in the past (Roku newbie). I had just manually updated Roku on my new TCL, rebooted, and then no closed captioning. Maybe (not sure) when Roku updates it resets Amazon Prime CC back to a default ‘none.”

Thanks,

Al

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Level 7

Re: Can't get subtitles on some Amazon Video titles

Wonderful, works for me too Smiley Happy

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