Forum Discussion

dwmc2's avatar
dwmc2
Channel Surfer
3 years ago
Solved

Closed Captions get turned off

Every time Roku is rebooted (e.g., for the blank black screens on 3/12/23), my closed captions preference is reset to OFF.   I have had to set my preference to ALWAYS ON several times this month.

  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi dwmc2

    Thank you for the reply.

    If closed captions get turned off on all channels on Roku, it's possible that there is a setting or preference that is causing this. Here are some steps you can take to troubleshoot this issue:

    • Check that closed captions are enabled in your Roku device's settings. To do this, go to Settings > Accessibility > Captions mode and make sure it's set to "On."
    • Make sure that the closed caption settings are enabled for each individual channel. Some channels have their own settings for closed captions that may override the device's settings. Check each channel's settings to ensure that closed captions are enabled.
    • If the issue persists, try resetting your Roku device to its factory settings. This will erase all your settings and preferences, including the closed captions settings. To reset your Roku device, go to Settings > System > Advanced system settings > Factory reset.

    It's also worth noting that some channels may not have closed captioning available for all content. If you're experiencing issues with closed captions on a specific channel, it may be worth checking the channel's website or contacting their customer support to see if closed captions are available for the content you're trying to watch.


    Warm regards,
    Lianna 

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    A warm welcome here in the Roku Community, Cher4!

    We appreciate you reaching out and raising your concern here with us. 

    Since your concern about the closed captions is within the inside of the app, we highly recommend contacting their Customer Support regarding this matter for further clarification and assistance. Please be aware that they are the ones who created, maintained, and updated their app on the Roku streaming platform and we don't have access to their features. You can also contact their direct number at 1 (800) 485-4350. 

    Hope this helps!

    Best regards,
    Carly

45 Replies

  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi dwmc2

    Thank you for the reply.

    If closed captions get turned off on all channels on Roku, it's possible that there is a setting or preference that is causing this. Here are some steps you can take to troubleshoot this issue:

    • Check that closed captions are enabled in your Roku device's settings. To do this, go to Settings > Accessibility > Captions mode and make sure it's set to "On."
    • Make sure that the closed caption settings are enabled for each individual channel. Some channels have their own settings for closed captions that may override the device's settings. Check each channel's settings to ensure that closed captions are enabled.
    • If the issue persists, try resetting your Roku device to its factory settings. This will erase all your settings and preferences, including the closed captions settings. To reset your Roku device, go to Settings > System > Advanced system settings > Factory reset.

    It's also worth noting that some channels may not have closed captioning available for all content. If you're experiencing issues with closed captions on a specific channel, it may be worth checking the channel's website or contacting their customer support to see if closed captions are available for the content you're trying to watch.


    Warm regards,
    Lianna 

    • OldLabornurse's avatar
      OldLabornurse
      Reel Rookie
      3 years ago

      Thank you so much for this information.  I tried to get help via Roku support, but at first the person didn't even know what captions were; she thought I was asking about the audio.  I had to describe captions as the dialogue being displayed at the bottom of the screen.  Then she had no clue how to solve this issue other than to tell me I would have to pay one dollar to be connected to a service representative, and thereafter 55 dollars. (I'm sorry I don't remember the exact amount.)  There have been so many complaints about this issue and you were the only one that has resolved the issue.  I had no idea that the various streaming providers have their own settings because it isn't clearly visible on their home pages.  

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        3 years ago

        OldLabornurse-

        Roku does NOT charge for support services.  You contacted someone other than Roku, usually found via a web search that led you to a bogus support site.

    • Ddk's avatar
      Ddk
      Reel Rookie
      2 years ago

      I had the same thing did the reset updates multiple times and did everything else suggested, someone emailed me to check in and I replied but they never replied. We then ordered a new roku device and same thing happened closed captioning doesn’t work and a couple other things stopped working, NO it’s not the app it’s the roku, there is a programming problem and Roku is not fixing it.  We are returning the Roku researching other streaming devices like NVidia has best reviews on consumer reports more expensive but reviews are very good.

      • LizMo8's avatar
        LizMo8
        Newbie
        2 years ago

        Just came to find a solution and there is none. Can this Roku Premier be replaced? Can you send an older model? What’s being done to fix this model? 

    • JonMack's avatar
      JonMack
      Channel Surfer
      3 years ago

      We all ain't stupid. It has just recently started to happen and your customers didn't do anything to screw it up.

  • TipnRing's avatar
    TipnRing
    Reel Rookie
    3 years ago

    Amazing thread, but lack of response from Roku is deafening!

  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi dwmc2

    Welcome to the Roku Community!

    Can you please provide us with more specific information about the issue you are experiencing? Does the issue only occur on a specific channel or across other channels installed on your Roku device? How long has the issue existed and what troubleshooting done to resolve the issue?

    With detailed information, we will be able to assist you better.


    Warm Regards,
    Lianna

    • dwmc2's avatar
      dwmc2
      Channel Surfer
      3 years ago

      All channels.   When realize that there are no captions, I go to Roku  settings/accessibility,  and closed captions is set to Off.    I set it to Always On.    I have done this 6-8 times in the last 2 months. 

      Last night, movies on all channels were blank (dark screen) when we tried to watch.  I did a system restart and the movies were visible, but there were no captions.  I went to settings/accessibility and cc were Off again.  

      This is on a Roku Express purchased in October 2022 through Amazon.

      • JonMack's avatar
        JonMack
        Channel Surfer
        3 years ago

        i have to do this a couple or more times a day and Roku can't seem to help me.

    • dwmc2's avatar
      dwmc2
      Channel Surfer
      3 years ago

      I have changed the setting for closed captions to Always On so many times and it is very frustrating.  I know I'm not the only one.  I have tried all the "solutions" and nothing has helped.  

    • dwmc2's avatar
      dwmc2
      Channel Surfer
      3 years ago

      This happens on all channels and when we have been watching and when we just begin watching in the evening.   SOMETIMES, we can use the * to check for closed captions and sometimes it tells us about channels, but not closed captions.  We were watching Prime recently and kept checking and it would tell us only one channel was available (nothing about captioning) and then we tried stopping the movie and going to settings and closed captions were set to OFF.  When turned to Always On AGAIN, the movie continued with captions.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        3 years ago

        Hi dwmc2,

        We appreciate you reaching out to us regarding your closed captioning concern.

        In addition to making sure the closed captions are set to "always on" in your Roku device, we would recommend making sure that the channel itself has the settings set to be toggled on, as each channel may have its own settings. Some channels may affect the closed captioning of the device itself, regardless of whether you have enabled closed captioning on your device.

        Please keep us posted on what you find out.

        Best regards,

        Janadee

  • bjm368's avatar
    bjm368
    Reel Rookie
    3 years ago

    I no longer have closed captions.  I went to settings and it showed that they were activated yet none of my programs have them on now.

    • bjm368's avatar
      bjm368
      Reel Rookie
      3 years ago

      I finally tried the factory reset and it didn't help.  I have 3 rokus in my house.  Could that be the problem?

      • denhow's avatar
        denhow
        Roku Guru
        3 years ago

        That happens to me sometimes (but not always) on the Peacock channel. Captions are turned on but if I start the Peacock channel and try to watch something the captions may or may not be working.

        The work-around that I've discovered is this: (1) I hit the *-key and, under "Accessibility & captions", I switch the captioning track from English to Spanish. Within a few seconds the captions appear (in Spanish of course). (2) I hit the *-key again and switch the track back to English. The captions now work as they should.

        It seems like when you tell it to change the captioning track, the channel discovers that captioning should be turned on!

        This is on a Roku Express 4K+.

         

         

  • Cher4's avatar
    Cher4
    Newbie
    2 years ago

    I did all the steps and on closed captions says off, but isn't. This only happens on Newsmax why??

     

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      A warm welcome here in the Roku Community, Cher4!

      We appreciate you reaching out and raising your concern here with us. 

      Since your concern about the closed captions is within the inside of the app, we highly recommend contacting their Customer Support regarding this matter for further clarification and assistance. Please be aware that they are the ones who created, maintained, and updated their app on the Roku streaming platform and we don't have access to their features. You can also contact their direct number at 1 (800) 485-4350. 

      Hope this helps!

      Best regards,
      Carly