Forum Discussion

dragonboots2005's avatar
dragonboots2005
Roku Guru
2 years ago

Captions "Always On" is NOT working for the past week

Hey Roku can you do something about the caption "Always On" NOT working for the past week.  On multiple apps -particularily Max- we have to select "Always On" everytime we start a new tv show episode, tv show or movie.  EVERY TIME!!! Yes I have the latest update, Yes I checked for updates, Yes I've restarted my Roku Express 4K+(both of them) & we still have to keep turning the thing on.  Please fix - it's obvious it's a Roku issue when a lot of the apps are having the problem.  It started about a week ago if that helps any.  Thanks. 

4 Replies

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    2 years ago

    Thanks for keeping us posted, dragonboots2005!

    We want to take a closer look at your issue with the "Always On" feature in Captions.

    Please share the following information with us so we can provide better assistance.

    • 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

    We look forward to hearing from you and provide any assistance possible.

    Best regards,
    Jharra

    • dragonboots2005's avatar
      dragonboots2005
      Roku Guru
      2 years ago

      model 3941RW2 Express 4K+

      Serial# X02200D1NXTH

      Device ID S0HCK331NXTH

      software version 12.5.5

      I don't see anything anywhere that starts with 'OS'

      Max app version 56.5 build 0

      GC version 11.2.23

      ID TH-154-027

      "always on" is automatically turned off on Max with every tv show episode or movie change for about the past 10 days.  Happens off & on with Peacock too