Playback Issues - Audio/Video & Power

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old
Level 8

Closed captions no longer work after update

I recently updated software for ROKU TCL 8 TV. Since the update closed captions no longer functions. I have turned it of and turned it on but the TV does not display closed captions in any of the closed captions modes. The installed version is 9.4.0 build 4187. I am hearing impaired and find it nearly impossible to view TV without closed captions.

10 REPLIES 10\
MacGruder
Level 7

Re: Closed captions no longer work after update

Same deal here on a TCL 6 last week. Also her TCL 5 is acting goofy with updates.

 

Anybody from TCL got a fix?

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old
Level 8

Re: Closed captions no longer work after update

I can get the closed caption to work for a few hours by doing a system restart. Setting>System>Power>System Restart. I have to do this every day before watching TV.

I have reported this to ROKU. They say they have engineers looking at the situation. But I have heard nothing since submitting problem description about a week ago.

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MacGruder
Level 7

Re: Closed captions no longer work after update

Received a reply to my issue 11/23/20 from Old. Next morning ( 11-24) my CC functions were all back and working. Then another issue popped up. I have an AV input that was working fine before my CC was 'fixed', then yesterday, 11/25, every time I'd go to it, it would say 'looking for signal', then say there was no signal, but I could hear the audio. Now, this am 11/26, it's working. So now, another issue has popped up. While trying to see why my AV wasn't getting a signal,( I use this to get around CC not working on Satellite input via HDMI cable) I went to my other input, Antenna, and it was all broken, pixeling and showing low signal strength, even dropped some of the stations, too. So I went to my Dish receiver, which is also connected to my roof antenna, and each digital channel had excellent signal strength.So now, 11/26 am, my Antenna input still shows poor signal strength while the same antenna on my Dish receiver shows great signal strength.

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MacGruder
Level 7

Re: Closed captions no longer work after update

Hello,

You said you contacted Roku. Only thing I can find is a drop box that doesn't cover the issues you and I have/had. Can you help?

Thank you

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old
Level 8

Re: Closed captions no longer work after update

I have heard nothing from ROKU regarding this situation. But, I have been able to activate closed captioning by going to settings>system>power>restart. Restarting ROKU activates closed captioning for me. But it is temporary, lasting hours. I have to restart ROKU every day to get closed captions to operate.

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Edelweys
Level 7

Re: Closed captions no longer work after update


@old wrote:

I can get the closed caption to work for a few hours by doing a system restart. Setting>System>Power>System Restart. I have to do this every day before watching TV.

I have reported this to ROKU. They say they have engineers looking at the situation. But I have heard nothing since submitting problem description about a week ago.


I had big hopes for this 'fix', - glad it worked for you, but it didn't in my case

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tlavigne
Level 7

Re: Closed captions no longer work after update

crazy hack work-around: Closed Captions are clearly broken by the update, but you can work around the bug by setting Closed Captions to "on mute" (the captions start working!) and then press volume up -- now captions are on and teh sound is too. Here is the thread of people complaining about that portion of the bug: https://community.roku.com/t5/Discussions/TCL-55R615-RokuTV-displays-Closed-Caption-even-when-CC-set...

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Tvbuff2022
Level 7

Re: Closed captions no longer work after update

Close captions are no longer available after the roku TV system update **bleep** update and we don't like it please restore this feature

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RokuMary-F
Roku Employee
Roku Employee

Re: Closed captions no longer work after update

Hi @Tvbuff2022,

Welcome to the Roku Community!

Apologies for the inconvenience. We would like to know what went wrong so we can assist you further and fix the issue.

Which streaming channels are you experiencing this issue on? Does the issue only occur on a specific channel or all channels on your Roku device? In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further?

As a first step, we recommend starting here to see more info and troubleshooting steps for Closed captioning issues: How to enable closed captioning | Official Roku Support 

Please keep us posted and we'll continue assisting you from there.
 

Best regards,
Mary

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