Channels & viewing

[Ramjet75]

It’s almost September and your customers are still having this problem.  I am running 5 Rokus in the house and every single device has this issue.  Closed captions will not stay on, regardless of all the checks I make.

yall need to figure this out and fix it.

[RokuJechealR]

Hi @Ramjet75,

We appreciate you reaching out to us here in the Roku Community!

We're sorry to hear that you're experiencing issues with closed captioning on your Roku device. We may ask what channels and specific episodes you are having trouble with when it comes to closed captioning.

Please note that most channels and apps contain their own settings and will override the settings in Roku menus. Check inside each channel's settings and turn captions on/off from the system settings. Some channel manages their own content programming, including closed captions and subtitles on content. Reach out to the channel provider if changing the captions in the Roku settings does not resolve the issue.

For further information on this, you can take a look at our support page: Turning closed captions on or off

Please let us know how it goes.

All the best,
Chel

[Ramjet75]

Thanks for the reply, however canned it is.

The correct reply is:

”We are very aware of this issue.  We are currently investigating and working with our software engineers to correct it.  We get there is no good reason for the Roku system to turn off closed captions every time the unit is power cycled.”

Keep trying to improve instead of blaming the end user.

[dwmc2]

It is worse than that.  It is turned off between movies.

[RokuERey]

Hi @dwmc2 @Ramjet75,

Thanks for the post, and we regret to hear about this experience and the inconvenience it has caused you.

This function of Roku's close captioning is available on most channels, as @RokuJechealR points out; however, its availability varies depending on the service. On the other hand, if this issue arises while using the Roku Channel, then we will have to look into it more thoroughly, and we will need your assistance to do so. We would appreciate it if you could provide the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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
• errors that you are experiencing on screen.
• Can you provide a video or screenshot of the issue you're experiencing?

We'll be looking forward to your update. Thanks!

Warm regards,

Rey

[Ramjet75]

I fixed it by changing CC color and style.

all done.

Makes no sense does it?

[Onshisan]

This issue has been affecting our TCL Roku TV for quite some time. We set captions to “Always on”, and yet about a week later we find that the captions have turned themselves off without any action on our part.

Captions can be turned back on manually, but the issue recurs again soon after. Very annoying and not what “always on” means. 

It seems quite clear that this is a Roku bug that should be addressed. 

We have started tracking this. The most recent incidents were exactly one week apart.

[Onshisan]

Does Roku yet acknowledge the actual issue here? The Roku caption setting itself is changing without user action. This is affecting apps which rely on the Roku setting. It is not a matter of railing to configure app-based caption settings correctly!

Please realize this is why participants in this thread are increasingly frustrated with inapplicable and frankly useless advice. 

[Onshisan]

Must the settings stay changed or can you change them back to the default?

[Cher4]

I did all the steps and on closed captions says off, but isn't. This only happens on Newsmax why??