Features, settings & updates

[jontalk]

I'm curious if anyone else using a 4800R running the latest firmware has noticed that regardless of title, any movie on Kanopy streams with closed captions. The Roku Accessibility/Closed Captions is set to OFF, but when Kanopy is launched, it changes the setting to ON! Going to the Kanopy channel settings and DISABLING closed captions also fails to solve the problem. 

While minor this is very frustrating and needs to be fixed.

Ever since 10.5 firmware was released, there's a big problem with closed captions on the Kanopy channel. 

When I go to watch a film, regardless of the language, there are closed captions on every one. When I disable closed captions in the channel settings nothing changes. Worse, yet once I begin watching something it turns ON the Accessibility/closed captions in setting when I always have it OFF. 

I'm going to try removing, power cycling and replacing it, though I have a feeling this is a bug in the firmware interaction with Kanopy. I do NOT have this problem with any other channel. 

I have a Roku 4800R with a high speed wired connection running 10.5, build 4208 and a complete home theater system.  

Please look into this and reply. 

[renojim]

Hmm... strange.  I just fired up "Some Like It Hot" on Kanopy on my 4800 with the same firmware version and I'm not seeing that.  The Kanopy setting seems to toggle the global setting just as it should.  If I go into another channel/app and disable CC and then go to the Kanopy channel it's still disabled and vice versa.  However, if I change CC under Settings within Kanopy and exit the channel without actually starting a video it doesn't stick.

[jontalk]

Well this IS interesting. I removed, restarted and replaced the channel and it still does the same thing. Were I to experience this with other channels, I'd probably do a hard reset. Very strange for sure!

[RokuDanny-R]

@jontalk

Thanks for the post.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and 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

With more detailed information, we will be able to investigate further.

Thanks,
Danny

[jontalk]

Danny,

The tracker ID process fails to work since pressing the Back button immediately returns to the home screen; sorry. In a troubleshooting effort, I have removed, restarted and replaced the channel to no avail.

Device name: Roku Ultra, S/N X01000YC7LRJ, Firmware 10.5 build 4208

Kanopy Channel, version 4.3 build 20200602. Closed Caption setting :"DISABLE"

Problem: clicking a title immediately changes Roku accessibility/closed caption setting from OFF to ON.  

In spite of the channel's closed caption setting being disabled, it streams EVERY title with closed captions.

PLEASE investigate this as its extremely frustrating. I've reported it to Kanopy support but have yet to get a response.

[atc98092]

Jonathan, that's the way the Tracker ID generator works. Don't worry that it takes you out of the channel. It takes a snapshot of internal settings at the time you press the button the first time, but you have to complete the sequence to save the data into a file that Roku can retrieve. 

[jontalk]

OK thanks. I did press home and back five times even though I saw nothing on the screen afterward. I assumed it was similar to the secret code that takes you to a different screen. 

[jontalk]

Thought I'd mention that I repeated the remove, power cycle, replace procedure but nothing changed where the problem is concerned. Were other channels to have the problem I would do a factory reset, but that's not the case 

[atc98092]

Sounds like you might not have hit the button sequence quickly enough. Five times on home, then five times on back, and a screen will pop up with the tracker ID number. Write it down and pass it to Roku here. 🙂

[jontalk]

While I appreciate the response, if you look at the one from Danny who is a Roku team member he stated that when the buttons are pressed it records a log the developer can check. I've tried this multiple times and no screen ever pops up after the process. I know the secret screen procedure and it works as it should