Channels & viewing

[Chrissy126]

Hi,

I installed the roku channel app on my Samsung tv that is 3 months old. The captions are turned on and work for on demand shows. When I watch the live tv portion the captions do not work on any channel that has CC listed in the info. I have a roku device and the Cc works on the live channels. I went into the CC settings to see if it was turned on for playback only and my tv app only has the option to turn the CC on and off. I have deleted and reinstalled the app with the same results. Is this a glitch with the tv app?

[RokuERey]

Hi @Chrissy126,

Welcome to the Roku Community!

We want to learn more about this and appreciate you for letting us know about this. Could you tell us what particular content you are trying to access?

Could you also share the device information and the tracker I.D. with us?

• 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).

We'll be able to flag the appropriate Roku team once we have this information available.

Please keep us posted!

Regards,

Rey

[makaiguy]

@RokuERey-

The reported problem is not with viewing on a Roku device or Roku TV.

The problem is when viewing The Roku Channel installed as an app on a Samsung Smart TV.   The live channels within The Roku Channel app on the Samsung have no closed captioning.

[Chrissy126]

Hi,

RokuERay is right.

The issue is on the roku channel app on a Samsung smart tv.

Model # CU7000 with tizen operating system.

Subtitles will only work on the demand shows. It will not work on any of the live channels even when it says there are subtitles on the channel.

[RokuTakashi]

Thanks for keeping us posted @Chrissy126,

Can you please provide the requested information of @RokuERay above this thread? Once we receive these details, we'll be able to forward this to the appropriate Roku team who'll further review this issue.

We look forward to hearing back from you.

All the best,
Kash

[makaiguy]

@RokuTakashi-

You don't get it either.   The info requested by @RokuERey is for a problem when viewing ON A ROKU DEVICE.  But the problem reported is when viewing via The Roku Channel app INSTALLED ON A SAMSUNG SMART TV.   There is no involvement of a Roku device at all so there is no way to obtain the information being requested.

In case neither of you are familiar with this, Roku has made a version of The Roku Channel available as an app installed on Samsung Smart TVs.  It can be viewed on these TVs directly, with no Roku device being needed.

[RokuERey]

Hi @makaiguy,

Thanks for flagging, and we appreciate it.

[RokuERey]

Thanks for the update, @Chrissy126!

It seems like we have a little bit of confusion here, and thanks for the additional details about this. 
Is there a way that you can see the details on the app version on your Smart TV? And if possible, can you share with us a device I.D?

This will help the appropriate Roku team to take a closer look into this.

Thanks,

Rey

[Chrissy126]

The app on my tv says the following:

App version 1.1.47

Device id 5AMFZR033V6KP

Build date 5/22/23, 20:11:04

Client version 569c991

Sorry for any confusion. Again this is the roku app channel on my Samsung tv information.

[RokuERey]

This is so much help you provided, @Chrissy126! We'll add this information to the appropriate Roku team. Again, thanks for letting us know about this, and we'll make sure to provide an update on this thread once we have information available. 

Thanks,

Rey