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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Russlynn
Level 7

The Roku Channel subtitles incorrect

How can I let someone know that the wrong episode subtitles are showing for “Honey I Bought the House” on the Roku Channel? It’s very difficult to watch when you need the subtitles and they are attached to the wrong episode. I cannot find any mechanism to contact anyone to let them know.

 

Thanks,

Russlynn

Labels (1)
5 Replies
Merrgh
Level 7

Re: The Roku Channel subtitles incorrect

I'm so glad I found this post, because I have NO idea who to tell or where to ask the question!  Did you ever figure it out?

I've noticed the wrong subtitles on The Nanny (S4 E10) - they seem to be the subtitles from an episode of T.J. Hooker.  I use the subtitles to supplement my hearing, so it's very disconcerting.

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makaiguy
Community Streaming Expert

Re: The Roku Channel subtitles incorrect

@RokuDanny-R: Posting to bring this thread to Roku's attention.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee.
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RokuMary-F
Roku Employee
Roku Employee

Re: The Roku Channel subtitles incorrect

Hi @Merrgh,

Thanks for the post.

Can you please provide more information about the issue you are experiencing? Does this happen on all movies/shows in The Roku channel or just a specific episode? 

In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further?

With more information, we will be able to assist you further.

Thanks,

Mary

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Merrgh
Level 7

Re: The Roku Channel subtitles incorrect

The issue: When I watch this one specific episode of The Nanny (Season 4, Episode 10, "The Car Show"), the subtitles are always from an episode of T.J. Hooker - based on the names listed in the subtitles, I'm guessing the subtitles are from Season 3, Episode 2, "Carnal Express". 

Edit: Apparently Season 3 Episode 16 of The Nanny (titled "The Grandmas") is also showing subtitles from a T.J. Hooker episode, which I'm guessing to be Season 4, Episode 10, "Grand Theft Auto".

The subtitles are clearly unrelated to what is happening onscreen, and are obviously timed for the action of a different show.  The problem occurs every time I watch that particular episode, even after restarting the Roku device and checking for updates.  However, this is the only episode where this happens.

Thank you!

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RokuDanny-R
Roku Employee
Roku Employee

Re: The Roku Channel subtitles incorrect

@Merrgh

Thanks for the post.

Can you please provide us with the following information:

-Roku device model
-serial number
-device ID
-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)
-steps to reproduce the issue you are seeing

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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