Solving playback issues

[akestrel1987]

Episode 7 of season 1 says it has no closed captioning file. The episode before was fine and the one after it has it. I did do a restart of the my device before coming here. Has anyone else experienced this?

[RokuTakashi]

Hi @akestrel1987,

Greetings!

Thanks for reaching out here in the Roku Community, and we appreciate you for sharing this information with us. For us to better assist, we would be asking for some additional information. Upon noticing this issue, does Episode 7 of Season 1 only have no closed caption feature? In addition, have you ensured to turn on the closed captioning feature on your Settings > Accessibility > (If Accessibility is not included, select Subtitles) > Subtitle Mode? In addition, there is a shortcut to access the captioning feature when playing content by pressing the star (*) button and then selecting to turn on the feature.

Let us know more about how it goes, and provide us with updates.

All the best,
Kash

[akestrel1987]

Gifs of the problem title and the episode following. As you can see in the Gif's I have captioning set to always on. It is the 1 episode that is not receiving the closed captioning file.

[RokuTakashi]

Thanks for keeping us posted. @akestrel1987,

We got your information, and it would be a pleasure for us to assist you further. Kindly provide the following information below so we can work on this.

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel you're accessing this content? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Your response would be much appreciated.

All the best,
Kash

[akestrel1987]

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
•  
• 3941X; X016007KN9YK; S07P21AKN9YK; 12.0.0 - build 4184-CR
•  
• What channel and what version/build is the channel you're accessing this content? (This can be found by selecting the channel on the Home screen and pressing the * button).
•  
• HIDIVE on The Roku Channel Version 9.3 - build 10
•  
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
•  
• ID YK-358-224

[akestrel1987]

Possible better report tracker ID (faster button pressing) YK-358-231

[RokuERey]

Hi @akestrel1987,

We are quite grateful for the latest information regarding this and the essential details around it.

We'll have this information relayed to the appropriate Roku team for further review. We would recommend checking it from time to time.

Just don't hesitate to let the Community know if you still need help.

Thanks,

Rey

[akestrel1987]

Wondering if this has been updated at all as the episode in question still doesn't have subtitles for me

[RokuJanadeeK]

Thank you for keeping us updated, @akestrel1987.

We currently don't have information to share. No worries, we'll ask for updates regarding this concern. During playback kindly click on the star button on your remote to look for an additional subtitle option.

Let us know what you find out.

Regards,
Janadee

[akestrel1987]

There is no subtitle track at all when I click the * button. None of the audio or subtitle options can be changed at all.