Features, settings & updates

[laja]

Both of my Roku devices turn on CC (closed Captioning) randomly. It seems like the system software has the coding reversed. The system programming should never default to turn on CC anywhere. It should do the opposite and turn it off. The only time CC should come on is when you manually turn it on CC. This is not a user problem or someone else’s problem. This is a Roku problem.

Check your app programming and make sure you are not turning CC on except when the user manually turns it on.

I’m not the only one complaining about this.

[RokuJechealR]

Hi @laja,

Welcome to the Roku Community!

A warm welcome, and thanks for posting here in the Roku Community!

We'd love to take a closer look at the issue you've been experiencing with the closed captioning. What Roku device are you using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify) Does the issue occur on a specific channel or all the channels installed on your Roku device? In addition, can you specify the troubleshooting steps you have taken to try to resolve the issue?

We'll be eager to wait for your update. Thank you!

All the best,
Chel

[limetaljake]

I would like to respond since the poster hasn't provided any further information.

I have 3 seperate Roku devices (2 built in to TV, the other Roku Express). About a week ago, I noticed the captions were coming on automatically on the Tubi App. When I would turn them off, they would came back again either after an ad break, or if i changed to another episode or feature altogether.

I also noticed that this started happening on Disney +, and that Prime was showing the button to enable subtitles, which it hadn't done previously. 

I tried removing apps, system resets, and a factory reset of one of my tv's. None of these procedures resolved the issue.

I'm pretty certain the problem is that the roku app is trying to turn on the captions due to a bug. If the app doesn't have it's own caption built it, Roku turns them on. If it does, Roku sends a message to prompt the app to turn them on. 

Let me know if you need any further information. 

[RokuERey · Accepted solution]

Hi @limetaljake,

Greetings from the Roku Community!

Thanks for reaching out and for sharing your experience about this issue. Please note that individual channels and apps have their own settings that may override the settings in the Roku menus. You should check within each channel's settings and disable captions separately for each one. Some channels have their own caption settings that are independent of the system settings.

Channel providers are responsible for managing their content programming, including closed captions and subtitles. If changing the captions in the Roku settings does not resolve the issue, contact the channel directly.

Let us know if there's anything else we can do to further assist you.

Regards,
Rey

[TheonlyLaney]

Where is the solution????? It is not the channel providers, it is you Roku!!! Fix the problem.

[Lusah23]

We have been having the exact same issues as of two weeks ago. It is extremely aggravating to have to keep going to the channel settings AND Roku settings to turn OFF the CC continously during each show we are watching on Tubi or Disney+. We have already done the standard instructions that Roku has been sending automatically as a response to each of the previous complainants to no avail. We all need a proper solution to this obvious "bug" in Roku's system!

[bargle]

I saw someone else suggest using the * button. It worked for me.

[kayrae]

This also just started happening to me.  This is a ROKU setting that needs to be fixed.  How do I know?  Because only one of my televisions has ROKU built in.  I'm a gamer and watch from my computer, on a BROWSER either same or different screen while I am gaming.  This just started last week for me. 

...and NO using the "button" DOES NOT WORK unless you intend to "hit the button" every 5 minutes when it resets itself.

SO ANNOYING!!!

[bargle]

I actually made a long post about this but just deleted it. It's clear Roku is only interested in the sales part of the business. I hope their lack of support causes them to lose business and go bankrupt, their corporate greed is disgusting. I've got at least a half dozen various Rokus, but I've bought my last one.

 Rather than deal with such a horrid company, I'm just moving on.

[Lusah23]

I wanted to update everyone that has the same complaint. I submitted a complaint direct to Roku the end of June & this is their latest response & my response today (7-12-34):

"We're following up to let you know we've got an update. To respond, reply to this email.

Sincerely,

Roku Customer Support

---

CNX/IN-R Pallavi, Jul 3, 2024, 08:12 PDT:

Hi R. ,
 
Greetings from the ROKU Technical Support Team!!!
 
I'm so sorry for the hassle, I request you to please give us more time, I have been following up with my engineer regarding the issue , Still I'm waiting for the revert, I'm doing my best to resolve the issue, Thank you for your patience.
 
Your case ID for reference: #xxxxx
 
Thank you for choosing Roku Chat Support.
 
Regards,
Roku Technical Support
Business hours 6 AM - 9 PM Pacific Standard Time

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

As of today (7-12-24), you still have not fixed the issue that we have been complaining about. I know there are others out there with this exact same complaint because I have had others add their complaints to mine in the "Roku Community Subscription". What is the holdup? You asked me to give you time as you were "following up with my engineer" but nothing has been done! I will be filing a formal complaint shortly as this has been going on way too long & I have given Roku enough time & the proper notices."