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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Lucas_Torres
Level 8

Problem with subtitles Amazon Prime Video

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Hello,

I'm facing an issue with my Roku Express using the app Amazon Prime Video. The subtitle background continues to appear even this option being disabled in the system settings. 

Could you please help me to solve this issue?

Thanks,

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1 Solution

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StreamerUser
Level 16

Re: Problem with subtitles Amazon Prime Video

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@Lucas_Torres wrote:

Hello,

I'm facing an issue with my Roku Express using the app Amazon Prime Video. The subtitle background continues to appear even this option being disabled in the system settings. 

Could you please help me to solve this issue?

Thanks,


This subtitles background setting has been broken in the Prime app for several years now, though there was a brief one week period last year in which a Prime app update finally fixed this, only to have another app update break it again about a week later.

You'll just have to contact Amazon support about it.

https://www.amazon.com/gp/help/customer/contact-us

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4 Replies
makaiguy
Level 20

Re: Problem with subtitles Amazon Prime Video

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Roku provides a number of system default settings, but not all channels choose to use them, preferring their own way of doing things, possibly because they want settings to be the same on all the platforms they support.

For Prime Video, try logging into your Amazon account and setting your subtitle preferences there.

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Lucas_Torres
Level 8

Re: Problem with subtitles Amazon Prime Video

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Hello Makaiguy!

 
Thanks for your help but according to Prime Video help: 

https://www.primevideo.com/help/ref=atv_hp_nd_cnt?nodeId=GUZE7UNGCAN9UUM4

  • Roku devices do not support subtitle presets - those should be edited on the Settings menu on your Roku device.

In the device configuration I have set the option subtitle background opacity to disable but even with this option the subtitle appears with the background in black. =/ 

 

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StreamerUser
Level 16

Re: Problem with subtitles Amazon Prime Video

Jump to solution

@Lucas_Torres wrote:

Hello,

I'm facing an issue with my Roku Express using the app Amazon Prime Video. The subtitle background continues to appear even this option being disabled in the system settings. 

Could you please help me to solve this issue?

Thanks,


This subtitles background setting has been broken in the Prime app for several years now, though there was a brief one week period last year in which a Prime app update finally fixed this, only to have another app update break it again about a week later.

You'll just have to contact Amazon support about it.

https://www.amazon.com/gp/help/customer/contact-us

View solution in original post

Lucas_Torres
Level 8

Re: Problem with subtitles Amazon Prime Video

Jump to solution

Hello StreamerUser! 

Thanks for your answer, I’ll be in touch with Amazon support to try to solve this issue. 

Have a nice day. 

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