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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jcgc50
Level 9

Closed Captions Problem

Roku streaming stick Model 3810X running software 9.4.0 build 4200-50. Since the last software update in December, I've noticed that CC has been randomly turned on in some of the channels. They include CBS News, NBC News, and some others that I can't recall now. It happens randomly with live streaming and replay. It happens repeatedly and on replay, it turns back on in each segment.

My default setting which I've checked in settings is always off for CC. Of course, you can press the * button to turn them off when they show up but it's a persistent and annoying problem.

I've reported it to Roku support and CBS although the fact that it happens on more than one channel makes me think it is not a channel problem as much as a software problem.

I did see a few new posts referencing this for CBS News. Just wondering how many are experiencing this?

6 Replies
haha
Level 7

Re: Closed Captions Problem

it always turns on.. and i'm about to go to AMAZON FIRE STICK .. SEEMS TO NNOW BE A BETTER PRODUCTno problems with that product. roku.. you're going to loose a lot of people to amazon.. and a lot because you refuse to give a clean simple customer support..

 

jcgc50
Level 9

Re: Closed Captions Problem

I guess there aren't many out there experiencing this problem. I am seeing it on other channels as well including Peacock and NewsOn as well as others. It would seem the problem has to be with the Roku latest software update since it wasn't happening before.

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RokuMary-F
Roku Employee
Roku Employee

Re: Closed Captions Problem

Hi @jcgc50,

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. 

For more information about the channel contact list, visit our Support page here: Channel Contact List - Roku

Thanks,

Mary

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jcgc50
Level 9

Re: Closed Captions Problem

I did reach out to CBSN and also to Roku Support and have gotten no feedback from either. However, it defies imagination that several channels all developed this issue at the same time independently.

I can turn off CC with the remote but the nest segment starts and it's back on only to be turned off again. It also doesn't happen with every segment of pre-recorded or live-streamed video.

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StreamerUser
Level 17

Re: Closed Captions Problem

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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jcgc50
Level 9

Re: Closed Captions Problem

Thanks for the heads up. I just updated it and, so far, it has not happened on live streaming or playback.

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