Channels & viewing

[Superhario]

Captions are not working across multiple apps (crave, Netflix, more). When captions are turned on in the app, sometimes they show initially and then disappear, sometimes they don't show up at all, sometimes they show up but are out of sync. This persists across multiple roku devices I own, 4K streaming stick and roku ultra. I've had this problem for months and restarts do not work. I have seen a lot of other people having issues with captions and the responses they get always say that captions are the app makers issue. However since there are issues across multiple apps and devices, it seems to me this is perhaps an ecosystem problem that is not getting the full attention it deserves, since it is an accessibility issue. There must be some way to properly escalate this. 

[RokuTakashi]

Hi, @Superhario 

Greetings, and welcome to the Roku Community.

To ensure that we got your concern right, you are having issues with the captions on multiple apps on your Roku device, and our team would like to collect further information so this matter will be reviewed for investigation. Can you please provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
• Image referring to the issue.

Once our team gathers the information, we'll be able to work on this for a resolution.

We hope for your response along with the requested details.

Best wishes,
Kash

[Zoecat7]

My husband is deaf so we want captions on all the time.  We have had problems since we got a 4k streaming stick where there won't be any captions when we switch to different apps to watch something.  It happens on multiple apps so it doesn't appear to be any particular app.  To fix it, I have to go to Settings, accessibility, caption mode and turn the captions off and back on before it works.  Then even later the same day, when switching to a different app, it will happen again.  I was on chat with Roku and they had me do a system update and now are suggesting I do a factory reset, but it's been happening ever since we got the 4k.  It never happened on our older streaming sticks (we have 2).  We have a 4k TV and would like to use a 4k streaming stick.  It seems like there's some other issue maybe with a recent update they did that is causing this.  It's very annoying and frustrating to start watching something, realize the captions aren't working and have to get out of the app, and do a "reboot" on the captions to make them work.