Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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CapVideo
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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This problem has been happening for about two months!  CBS News is the only channel which I have seen cause it.  It turns on closed captions for all Roku channels  every time.  Is someone really actively working on this problem? 

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MaryFranco
Roku Employee
Roku Employee

Re: CBS News is automatically turning on my captions, unwanted

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Hi @CapVideo.

Thanks for the post.

Please be aware that some channel manages its own content programming, including closed captions on contents. Reach out to the channel If changing the captions on the Roku settings does not resolve the issue.

You can reach CBS support here: https://www.cbs.com/showfeedback/

Thanks,
Mary

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andy2
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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I have the same problem with CBS, but also with Sling and Amazon Prime, and all three started exactly the same time, last Saturday 2/27. I do not believe the channels have anything to do with it (why would they annoy their customers intentionally?). I did a chat with Roku support on Monday, gave them lots of info and they're supposed to get back to me today, maybe. Standing by. But since this is occurring on both my TVs (one a TCL with Roku built in, the other an old TV with a Roku Express), I'm convinced its a Roku thing, its the only common denominator.

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andy2
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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Update - with a little observation and experimenting, I've determined that CBS News may be the culprit. When I first turn on my Roku and go straight to Sling, there are no captions, If I go to a CBS News app channel, the captions come on, and stay on even if I go back to Sling. I confirmed this by going into Settings, turning off Captions, then going to Sling - no captions. Went back to check the Settings and Captions are still off. Went back to CBS and Captions are on. went to Sling and they're on there too, then went back to Settings and they're reset back to ON. So as long as I don't watch CBS I'm OK. I know what you said about an app (network) controlling their caption settings, but how can their settings control the actions of another app?

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andy2
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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OK you nailed it. I have Sling and Prime and just realized that captions came on only after watching the CBS app. But, as it happens, the CBS national channel is available on Sling, without the captions. So it must be the CBS app.

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andy2
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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Hey MaryFranco - FYI, that CBS link you provide is worthless. Its not about any kind of tech support, its only for commenting on TV shows. The only Help link they have on their page goes to a dead page. I would hope someone at Roku has a way to reach out directly to CBS and report this issue, they don't seem to want to hear from their viewers, not even on their Facebook page.

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StreamerUser
Level 16

Re: CBS News is automatically turning on my captions, unwanted

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The CBS News app updated to version 5.4.4 today (3/4) - check to see if this addresses the CC and other issues.

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CapVideo
Level 8

Re: CBS News is automatically turning on my captions, unwanted

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I solved the problem by doing a factory reset with a paper clip and then using my Roku account to automatically reload the channels.  I did this for all three of my Roku's and it fixed them all!  Now I can go to CBS News and the closed captions stay off everywhere!

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