Channels & viewing

[jontalk]

Many months ago, I noticed that when launching certain titles on Kanopy, the app somehow managed to switch Roku Closed Caption settings to ALWAYS ON when it was set to OFF previously. Since the update to firmware version 11, ANY title chosen does the same thing. Since Kanopy is a subscription paid for by our library I've reported the problem directly, though for some reason they've been unable to duplicate it.

In a troubleshooting effort, I removed the app, power cycled and re-installed to no avail. Of the 25+ apps installed Kanopy is the ONLY one that switches player settings. Were I using an outdated, out of warranty player, I would contact support for replacement. But since all other apps work as they should, logic points to the Kanopy app.

If anyone has advise, I'd love to hear it. 

[RokuDanny-R]

@jontalk

Thanks for the post.

We would be more than happy to look further into this issue, however will need more detailed information. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
-steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[jontalk]

Kanopy found the problem and updated the channel so the closed caption issue is fixed.