Channels & viewing

[Stevelp]

Hello again,

   I found 2 more movies on The Roku Channel where the closed captioning is delayed for just over an hour.  

   "The Attic: The Hiding of Anne Frank"

   "2012:Doomsday"  (a 2008 movie)

I did use a stop watch to verify this, but I'd bet that if one removed the opening non-movie segments (such as "a such-and-such production") the captioning exactly one hour behind the rest of the movie.

[RokuJohnB]

Hi @Stevelp,

Thank you for posting here in the Roku Community!

We understand you're having a problem with the closed captioning since it is out of sync. We're happy to help. Please try to restart your Roku device or TV by following the steps below:

1. Press the Home button on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

If the problem still persists, please keep us posted.

Best,
The Roku Community Team

[Stevelp]

Stop with the "restart your device" suggestions.   Been there, done that.  It doesn't do any good.  

You have yet to suggest the problem is my router, as other RokuFolks have brought up. 

Of course, no one has explained why a problem on my end is only on some movies (but always the same ones) and for the exact same amount of delay.  In this case, 1 hour of delay.  I've also seen this on other movies and have reported some of them here.

No, the problem is the movies, the audio/video not synched with the CC.

What you are suppose to tell me is that you have forwarded this information to another team to investigate.

[RokuJohnB]

Thanks for keeping us posted, @Stevelp!

We want to investigate further this problem that you had. Can you please provide the following information below?

• What device are you using right now? (e.g. Roku Express, Roku Streambar, Roku TV)
• Do you have any other device/s connected to your TV? (e.g., speakers and another sound system)
• Could you elaborate more about the troubleshooting steps that you have taken so far?
• How far is your device from your network router?

We look forward to hearing from you soon and gathering your details.

Thanks,
The Roku Community Team

[mb77]

I watched several episodes of Murdoch Mysteries on TCL TV Roku with no problem.

On Season 6, closed captions TOTALLY out of sync. I'm dependent on cc. Tried doing the factory reset and changing cc settings. No other devices connected, WIFI in same room as TV.

Any other suggestions? maggie 

[Stevelp]

@mb77   Welcome to the club, Maggie.

My experience with CC being out of sync on The ROKU Channel is it only happens on certain recordings.  Certainly not on everything I watch.  Only a select few. 

It seems that the usual answer from the moderators of this community is to "reboot" your ROKU device, your router, check other devices, etc.

My experience is that this does NOT resolve this problem.  It seems that those movies or shows that I find out of sync remain out of sync.  And always by the same amount of time.  If "ProgramA" is out of sync by 10 seconds, it is still out of sync by 10 seconds the next day or the next week.   (I have checked a movie a few days after I report it and it is always still out of sync.  I have NOT checked a movie months or years later.  Why bother?)

I have reported many out of sync problems.  One time I was requested to make a video of the out of sync condition and forward it to ROKU.  Are you kidding me?  I just ignore their advice to reset anything.  It is just a delaying tactic.  Maybe to just make me go away.   Sometimes the moderator says he or she will forward this information to someone else.

If EVERYTHING was out of sync, I would "reboot" the device and/or my routers, but I have never had this condition. 

So, Maggie, I have no suggestions for you.  We get what we get. 

@RokuJohnB

I have the same ROKU devices I had when I answered these same questions in previous posts: 3 ROKU Express devices, 2 TVs with ROKU built in, routers vary between between 6 feet to 15 feet distance from ROKU devices.

I no longer "trouble shoot" this problem.  In the past, when I have experienced this problem with your service,  I have rebooted ROKU devices, rebooted routers, unplugged TVs and ROKU devices and ROKU TVs and non-ROKU TVs and my routers.  NONE OF THESE actions made ANY DIFFERENCE.  That is why I no longer do this.  I just suffer.

I am merely reporting the fact that the CC on these movies are out of sync.  Quit following your "script" of how to answer complaints and pass this info on to whoever can correct the movie audio / visual / CC synchronization.

Have a good day.

[RokuJharra-Q]

@mb77 Welcome to the Roku Community!

Thank you for bringing this to our attention! If the issue is occurring with this specific content, there's no need to perform a factory reset for the Murdoch Mysteries problem. The appropriate team is already investigating the issue. 

We'll keep you updated as soon as we have more information.

Best,
The Roku Community Team

[RokuJharra-Q · Accepted solution]

Hello @Stevelp 

Thank you for providing this information. Your insights are appreciated. A device restart may resolve many issues, depending on the circumstances. Potential reasons for this kind of issue may include:

- Internet connection issues
- Content-related problems

If you encounter difficulties with a particular app or content on the Roku channel, and you have already attempted troubleshooting, assistance is available. Our dedicated team is prepared to investigate further. Please provide additional details, such as the title of the content, season, episode, or specific timestamp associated with the issue.

Thank you for your cooperation.

Best,
The Roku Community Team

[Stevelp]

@mb77   Hi Maggie,

  Just some information ... a couple of weeks ago I posted about a different movie with the CC 1 hour out of sync.  And I just got "it is fixed" message from ROKU.  Here it is:

{begin copy of what they sent me

Re: CC Out of Sync on ROKU Channel movie "40 Days and Nights" by 1 hour

Hi there, @Stevelp!

We wanted to update you about the closed captioning issue with the Roku Channel movie "40 Days and Nights." We're happy to inform you that the sync problem has been fixed!

If you notice any more issues, please feel free to reach out. Thanks for your patience!

Best,
The Roku Community

Jharra Q.

{end copy

So, look at that.  It seems that sometimes ROKU does actually fix the CC.  I thanked Jharra  for letting me know.  That was THE FIRST time I had ever heard back.

So, Maggie, There is hope. 

Steve

[RokuJharra-Q]

@Stevelp Thank you so much!

We're always here to help, and yes, having the right information about the issue would greatly assist us in resolving it quickly. Please feel free to reach out if you have any questions—we are always eager to assist you!

Happy Streaming! 💜

Thanks again,
The Roku Community Team