Channels & viewing

[FEBoston]

Been using Streaming Stick 4K for almost a year, very pleased with it. But recently captions (using Amazon app for Roku) have become unreliable and intermittent, specifically on The Perfect Miss ("perfekt verpasst" in original German). Each episode starts with captions working correctly, but some minutes in they disappear. Sometimes they reappear on their own, sometimes if I turn them off and then back on. It's a good thing I can mirror my phone to the Roku and watch that way, but it's more cumbersome. On the phone (Android Prime app) captions are rock-solid. And other services (Netflix, Kanopy, PBS) don't seem affected.

As a test I viewed one episode of another series (this one Spanish); captions worked fine. So, please...

1. Anyone else seeing this behavior?

2. This feels like an Amazon problem, and not Roku's. Do you agree?

I've done the time-consuming Amazon support dance with no luck and will post also to their forum.

Thanks for any advice.

[RokuTakashi]

Hi, @FEBoston 

Thanks for posting here in the Roku Community.

We understand your concern regarding intermittent captions for some content with Prime Video, and we're here to refer you to the right support to address the issue. As we reviewed your post, the issue with the captions in each language is directly managed by the channel provider, Prime Video. 

It would be best to continue working with Prime Video's support and bringing this to their attention. Once their team acknowledges your concern, they can provide you with a workaround or create an update with their app to resolve the issue.

For more information, you can contact them at Amazon Customer Service: Help & Contact Us

We hope you find this information useful, and feel free to let us know if you have further concerns or inquiries.

Thanks,
Kash