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guitarboy
guitarboy
Level 9
‎03-03-2019 11:53 PM

Prime Video - No Forced Subtitles

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The Prime Video app is not playing forced subtitles (subtitles for foreign language audio in English programs).  Anyone else seeing this problem?  Has anyone found a solution?  I'm able to turn on close captioning but that's not a solution. I just want subtitles when the language isn't English.

When I watch the same programs on the iPad app or in a browser the forced subtitles automatically appear, so I know they're there.  The issue seems to be confined to the Roku app.
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Roku Ultra 4640X
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RokuTannerD
Community Manager
Community Manager
‎11-04-2019 01:47 PM

Re: Forced Subtitles on Amazon Prime in Canada

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Some channels (such as Amazon Prime Video), handle subtitles independently within their channel.  Global settings will not necessarily apply in these scenarios.

If you are encountering an issue with captions/subtitles in a channel that offers its own settings for these features inside the channel, you'll need to reach out to that channel provider directly to report the issue and request additional help. Make sure to let them know the specific content you are seeing the issue on, as well as language, etc. 

Hope that helps clarify a bit! We have sent this feedback over to Amazon for review and requested that they investigate the issue in their channel. You'll want to follow up with them directly to report your experience and request any updates on their investigation. I'll be sure to share any news that I hear as well. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager

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pd_ryan_ee
pd_ryan_ee
Level 7
‎12-24-2019 01:54 PM

PRIME VIDEO app subtitle operation on ROKU ULTRA device

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For earlier Roku models, subtitles and closed captions for most applications, are enabled/disabled using the remote * key.  However, for the Prime Video app running on the new Roku Ultra device, subtitles and closed captions are not enabled/disabled using the remote * key!!  Instead, the remote down arrow key must be used during video playback.  After hitting the down arrow key, an information window will open at the bottom of the screen.  Using the right arrow key, navigate to the information window far right where the CC symbol appears.  The CC symbol will turn yellow when properly selected.  Next, press the OK key to toggle between CC (closed caption and subtitles) on and off.

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Plodmanau
Plodmanau
Level 8
‎01-23-2020 05:02 AM

Re: PRIME VIDEO app subtitle operation on ROKU ULTRA device

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Thanks for your follow up guitarboy but I have followed that instruction to the letter with no luck.  I have also tried the other solution of changing the audio and subtitle languages to another language then back again - also with no luck.  As noted, I am one of several who have logged a technical issue with Amazon so hopefully they can fix the problem soon.  I am not holding my breath though as others (including Roku) have raised thios issue with Amazon as far back as October 2019!  The more people who log this issue, the more pressure on Amazon to fix it so I encourage others who have this problem to get onto Amazon Prime support.  Save yourself some time and do the following first though:

1) De-register your Roku in your Prime Video account

2) Un-install the Prime Video channel on your Roku

3) Re-start your Roku

4) Re-add the Prime Video channel

5) Re-register your Roku with Prime

Amazon Prime support will ask you to do all of the above before they will register a fault.  It made no difference for me but they will want you to do all this anyway!

Cheers

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blade_005
blade_005
Level 13
‎03-04-2019 09:00 AM

Re: Prime Video - No Forced Subtitles

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"guitarboy" wrote:
The Prime Video app is not playing forced subtitles (subtitles for foreign language audio in English programs).  Anyone else seeing this problem?  Has anyone found a solution?  I'm able to turn on close captioning but that's not a solution. I just want subtitles when the language isn't English.

When I watch the same programs on the iPad app or in a browser the forced subtitles automatically appear, so I know they're there.  The issue seems to be confined to the Roku app.

What Title and Timestamp?
TCL-TV Roku 55P605 (4K HDR & DV) | VIZIO SB36512‑F6 ATMOS Soundbar
TCL-TV Roku 43S425 (4K HDR) | TCL-TV Roku 32S301 (720p) | Fire TV Stick 4K
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guitarboy
guitarboy
Level 9
‎03-04-2019 11:53 AM

Re: Prime Video - No Forced Subtitles

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Here are 2: Jack Ryan Ep. 1 12:30, The Widow Ep. 1 first scene. Watch on  an  iPad or in a browser and then on a Roku and you'll see that the forced subtitles are missing in the Roku. I've just started using Prime on the Roku so The  Widow is the first program where I've run into this. The problem persists through the entire series. 
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Roku Ultra 4640X
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blade_005
blade_005
Level 13
‎03-04-2019 03:09 PM

Re: Prime Video - No Forced Subtitles

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"guitarboy" wrote:
Here are 2: Jack Ryan Ep. 1 12:30, The Widow Ep. 1 first scene. Watch on  an  iPad or in a browser and then on a Roku and you'll see that the forced subtitles are missing in the Roku. I've just started using Prime on the Roku so The  Widow is the first program where I've run into this. The problem persists through the entire series. 

I checked the episodes you mentioned above and the first episode of White Dragon on Prime Video and Forced Subtitles were displayed when required using my TCL TV with Roku OS. I have the CAPTIONS Settings in the Roku OS set to ON REPLAY. I don't know if that affects Forced Subtitles on a streaming app.
TCL-TV Roku 55P605 (4K HDR & DV) | VIZIO SB36512‑F6 ATMOS Soundbar
TCL-TV Roku 43S425 (4K HDR) | TCL-TV Roku 32S301 (720p) | Fire TV Stick 4K
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guitarboy
guitarboy
Level 9
‎03-04-2019 03:44 PM

Re: Prime Video - No Forced Subtitles

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Thanks for checking. Interesting that forced subs are working on the TCL but not on my Ultra.  I set Captions to On Replay but that didn't help. White Dragon is not available in my region (Canada).
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Roku Ultra 4640X
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DBDukes
DBDukes
Level 11
‎03-04-2019 03:53 PM

Re: Prime Video - No Forced Subtitles

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"guitarboy" wrote:
Thanks for checking. Interesting that forced subs are working on the TCL but not on my Ultra.  I set Captions to On Replay but that didn't help. White Dragon is not available in my region (Canada).

Your Ultra is running v9.0.0, likely build 4142 (or later). Is your TCL running 9.0, or is it still running 8.2? Not all Roku TVs have received 9.0, and that might be a difference, and possible a bug in 9.0, if not changed designed behavior.
DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Premiere+ (3921)
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blade_005
blade_005
Level 13
‎03-04-2019 04:02 PM

Re: Prime Video - No Forced Subtitles

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"DBDukes" wrote:
"guitarboy" wrote:
Thanks for checking. Interesting that forced subs are working on the TCL but not on my Ultra.  I set Captions to On Replay but that didn't help. White Dragon is not available in my region (Canada).

Your Ultra is running v9.0.0, likely build 4142 (or later). Is your TCL running 9.0, or is it still running 8.2? Not all Roku TVs have received 9.0, and that might be a difference, and possible a bug in 9.0, if not changed designed behavior.

Good point. I am still on Version 8.2.0 Build 4170-30 on TCL Roku TV. Perhaps someone running 9.0 OS on a device will read through this and give it a test and follow up in the thread.
TCL-TV Roku 55P605 (4K HDR & DV) | VIZIO SB36512‑F6 ATMOS Soundbar
TCL-TV Roku 43S425 (4K HDR) | TCL-TV Roku 32S301 (720p) | Fire TV Stick 4K
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guitarboy
guitarboy
Level 9
‎03-04-2019 05:29 PM

Re: Prime Video - No Forced Subtitles

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"DBDukes" wrote:
Your Ultra is running v9.0.0, likely build 4142 (or later). Is your TCL running 9.0, or is it still running 8.2? Not all Roku TVs have received 9.0, and that might be a difference, and possible a bug in 9.0, if not changed designed behavior.

More likely that it's a bug in the Prime app.  Forced subtitles work fine on every other channel.
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Roku Ultra 4640X
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StreamerUser
StreamerUser
Level 9
‎03-06-2019 12:16 PM

Re: Prime Video - No Forced Subtitles

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Checked this on my SS and SS+ (3800 & 3810), both running OS version 9.0.0-4142 and Amazon Prime version 10.8-2019011508 with both 4K/UHD/HDR streams and HD/SDR streams, all "forced" subtitles (and enabled subtitles/CC) were present on all streams on both devices (using Jack Ryan and Widow as referenced per ep/timestamp).

Its working properly with the SS/SS+ and 9.0.0-4142.
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guitarboy
guitarboy
Level 9
‎03-06-2019 12:29 PM

Re: Prime Video - No Forced Subtitles

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"StreamerUserDude" wrote:
Checked this on my SS and SS+ (3800 & 3810), both running OS version 9.0.0-4142 and Amazon Prime version 10.8-2019011508 with both 4K/UHD/HDR streams and HD/SDR streams, all "forced" subtitles (and enabled subtitles/CC) were present on all streams on both devices (using Jack Ryan and Widow as referenced per ep/timestamp).

Its working properly with the SS/SS+ and 9.0.0-4142.

So it's a bug in the Ultra? Can anyone else with an Ultra confirm?
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Roku Ultra 4640X
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