Solving playback issues

[b2conn]

The Roku support link is useless - it only lists a few issues to select from, and none of them is even close to this issue. So how does anyone get a message to ROKU support?

[RokuMary-F]

Hi @b2conn,

Thanks for the post,

For this specific issue, we would recommend reaching out to the channel provider to see what insight they can provide. Many channels on Roku manage their own content programming, including closed captions on content. 

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

Thanks,

Mary
 

[andy2]

Hello to Roku Employees -

I too have a similar problem - I cannot turn off captions on ANY channel, any app, any device. I'm on a TCL television. I navigate to Settings/Accessibility, and turn OFF captions, then back out and they're still on. I go back into Settings/Accessibility and its reset to ALWAYS ON. This happens on all Sling channels, CBS News app and Amazon Prime App.- all programs on all their channels. This only stared last Saturday 2/27, and my software is up to date. Also just now I checked and its also happening on my standalone Roku Express attached to a different TV. Any suggestions?

[RokuMary-F]

Hi @andy2,

Thanks for the post.

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 their support team here:

For Amazon Prime Videos: https://www.amazon.com/gp/help/customer/display.html?nodeId=G9SY6AQJV45JFMET

For SlingTV: You can reach Sling TV support here: https://help.sling.com/

For CBS: https://www.cbs.com/showfeedback/

Thanks,

Mary

[andy2]

Hi Mary, thanks for the reply, but I frankly do not believe it is the channels. Why would at least three channels (Sling, CBS, Amazon), suddenly change their caption setting to annoy customers, and at exactly the same time? Until I checked my other TV last night (which I don't use often), I would have said maybe its a TV manufacturer (TCL) issue, but since the same thing occurs on my 10 year old Vizio TV with a Roku Express box, I can only conclude this is something controlled by Roku. How do I proceed from here, in getting Roku to investigate? Perhaps there was a system software update somewhere and someone at Roku screwed up a line of code? Thank you.

[StreamerUser]

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@andy2 wrote:

Hi Mary, thanks for the reply, but I frankly do not believe it is the channels. Why would at least three channels (Sling, CBS, Amazon), suddenly change their caption setting to annoy customers, and at exactly the same time? Until I checked my other TV last night (which I don't use often), I would have said maybe its a TV manufacturer (TCL) issue, but since the same thing occurs on my 10 year old Vizio TV with a Roku Express box, I can only conclude this is something controlled by Roku. How do I proceed from here, in getting Roku to investigate? Perhaps there was a system software update somewhere and someone at Roku screwed up a line of code? Thank you.

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See my post earlier in the thread for Roku contact options.

[andy2]

Hi again Mary. Below you can see where the Settings/Accessibility is showing after I set the captions to "off". Every time I come back to check, it is reset to "On Always". I don't think the various content providers are doing that. Also I don't know what that odd rainbow is to the right - maybe that's a clue? I've never had to look at the Captions settings before so I don't know if that's normal or not, but it looks odd. Thank you.

[37mediagroup]

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@RokuMary-F wrote:

Hi @andy2,

Thanks for the post.

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 their support team here:

For Amazon Prime Videos: https://www.amazon.com/gp/help/customer/display.html?nodeId=G9SY6AQJV45JFMET

For SlingTV: You can reach Sling TV support here: https://help.sling.com/

For CBS: https://www.cbs.com/showfeedback/

Thanks,

Mary

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This is getting annoying. I can attest its been happening on mine for about 2+ weeks now. CBSNews but also Locast channel & I believe one other. Definitely seems to be a Roku glitch as I've been a frequent CBSNews viewer for years & never had it happen, also began happening with Locast around the same time.

I'm also a channel creator/operator (Old School Social Studies & KundFu Saturday Afternoon Jawns) so I feel pretty comfortable in my troubleshooting ability to say I don't believe CBSNews & Locast (and other people mentioned) had this same glitch occur to their channels beginning around the same day (2+ weeks ago)

[StreamerUser]

Use the contact Roku link+process I provided at the beginning of the thread to report this directly to Roku.

[andy2]

Thanks StreamerUser, just finished a chat with them. They're looking into it and will email. I hope.

Thanks, Andy