Michael-1234567
Level 5: Eagle Eye

Closed Captions keep coming on when set to off

Answered

 

Plenty of posts over the last year show this is a common problem, but all the help comments just sat do a factory reset. Nobody posted a solution. When will the issue be acknowledged and a bugfix get released?

 

https://crowdsupport.telstra.com.au/t5/telstra-tv/closed-captions-keep-turning-on/td-p/883594

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
RokuMalcolm
Technology Specialist
Technology Specialist
Accepted Solution

Re: Closed Captions keep coming on when set to off

Telstra is rolling out a fix for this issue.

TTV checks for updates automatically every 24 hours.

A check can be forced in System settings.

Senior Software Engineer at Roku.
The opinions expressed on this site are my own and not the official views of Roku or Telstra.

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67 REPLIES 67
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Closed Captions keep coming on when set to off

Is it happening on streaming services or Live TV?

 

Personally, the only time I've had that problem is when the dog stood on the remote.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Michael-1234567
Level 5: Eagle Eye

Re: Closed Captions keep coming on when set to off

No, it happens on all - I can turn on the TV and Free to air is using captions - I have to go into T-Box settings and turn them off.
Same applies to streaming apps - it is always the T-Box setting that keeps going back to a default of "Always show captions".

Given that multiple people have been reporting this as an issue over the past 12 months, I would suggest this is software related, NOT dog related.

ACroker
Support Team
Support Team

Re: Closed Captions keep coming on when set to off

Doesn't sound like an "act of dog", does it? I've read that other users are reporting that this occurs when trying to watch a movie with "open captions" in it, although that sounds strange. There are a couple of proposed fixes here but I'll understand if you've tried them all as I can see you've been wrestling with this for a while. I know it sounds obvious, but I want to be sure, have you gone to subtitles Preferences option in the display Settings and then in the Settings Menu, switching off the Subtitles? Also, in the user guide it says press the OK button on the remote, then select the down button and scrolling to select "English". Again, I'm sure you've probably tried this but I wanted to make sure.

- Ash

Retired21
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I’m having the same issue. Tried what you’ve suggested and done a reset. Has just done it again after returning to tv from streaming app. 

TroyyMckenzie
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I have had the same problem with both Telstra TV 2 and Telstra TV 3, this is frustrating as I have explained it to several Telstra “operatives” and have had absolutely no explanation or fix!!

Going by the amount of complaints/concerns IT CLEARLY IS AN ISSUE!!! FIX IT TELSTRA YOU MUPPETS!!!!!!

Barearmz
Level 3: Gumshoe

Re: Closed Captions keep coming on when set to off

This is a software issue. I have two boxes that have just stared displaying CC after the latest update. Every time They wake from sleep CCs come on after I have turned them off. I have now set them to ( on replay only) Don't know if it will work yet. 

 

 

Buster5
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I too having same issue that developed over the past week. It seems to be Live TV for me. On here to find solutions. Just read remove batteries as when the fail may cause caption to start when turn Telstra TV on. Also read you have to repeat the off then back on then off for captions to remain off to stick. Hope that helps. I will try both those options tonight when get home. Have a great day:)

Buster5
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Thanks I will add that to my list too. to try tonight. Re "replay only". 

This post was started 3 weeks ago and not archived. Seems only some of us experiencing issue or rising concerns. But could be update bug too if more people start reporting

Retired21
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Might try that too. I reckon it’s a software issue which needs an update. 

mixedbeanz
Level 4: Private Eye

Re: Closed Captions keep coming on when set to off

So this issue has suddenly started occurring on our TelstraTV 3 in the last 48 -72 hours. I can going into settings and Captions and set it to off, go to live TV and it's fine. I can then fire up an app, SBS, Foxtel, you name it and it's fine in there. 

Then, I exit the app, go back to Live TV and it's fine.......for about 5 - 10 secs, then there's that little refresh of the screen that brings up the programme information at the bottom and bam! Captions are back on. Then I either have to go out to settings > captions again or clear the little programme info box at the bottom and then press the * button to turn captions off there.

As I said, this has only started in the last 48 - 72 hours and I've put brand new fresh batteries in the remote.

Also, this is about Closed Captions not Subtitles; two very different things.

Boo64
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Replay only works but only if I stay on Live TV. Change to apps & it starts all over again! 

RokuMalcolm
Technology Specialist
Technology Specialist

Re: Closed Captions keep coming on when set to off

I can reproduce this issue.

I'll open a ticket.

Senior Software Engineer at Roku.
The opinions expressed on this site are my own and not the official views of Roku or Telstra.
DOOLEY
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Has there been a resolution as yet? My parents have 2 Telstra TV'S and I have 1 and they're all defaulting to captions on no matter how many times we change the settings on all viewing abilities?

Zopfsormok
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

My closed caption also keep coming on after using an app ...very frustrating..so curious as to the fix ????

noelym
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I recall this happening late last year, and I eventually sorted it by changing a setting in 10Play to set captions to off. Unfortunately, I'm having the same issue again the same as everyone else, and I've checked the 10 Plays and 7 Plus etc and no joy. After an app they come on. After a period of no use they come on. One thing that saves going to settings all the time is to use the star button during a program when the captions are on. Press 'star' button on the remote and then > to get 'off' then star to go back to program. At least it's a little bit quicker then going to settings all the time. Hope that helps the frustration.

Isaiah7nine
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I'm having the same issue. Started this week.

Jackoc86
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I'm also experiencing this problem, just started this week. Must be a firmware issue, I hope those product managers responsible for Telstra tv take notice and release a fix soon! 

Richie0
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

So is anyone in Telstra / Roku doing anything about this. I did factory reset but it did not fix problems.|||

Michael-1234567
Level 5: Eagle Eye

Re: Closed Captions keep coming on when set to off

No, but I did see @RokuMalcolm say he has confirmed it as a software bug and that he was going to raise it as a bug. Not sure how the bug gets into a backlog and prioritised to be pushed out to production though

Warbytrains
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

This issue started for me on Oct 5.  As described, every time you turn the box on, or leave Live TV , then return, the Closed Captions default back to ON.  VERY annoying.

 

Bones2904
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

Happening on my TV3 box as well.

Rob7663
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

As usual everyone complains and Telstra do nothing, fat corporate pigs just take the money and ignore the complaints.

 

Useless.

Emma41
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

My telstra TV device wouldn't turn on so I had to  unplug it then plug it back in (this happens quite a bit) and after it loaded the subtitles were turned on so I turned them off. Every time I swapped between live TV and apps it turned it self back on,again. 

I have a 2nd telstra tv device in bedroom and , after turning tv on last night I had the same problem, subtitles were  turned on.so I turned them off but it just keeps turning  subtitles on. The same as with the other telstra tv device. .So annoying.. 

It has been doing it for 4 days. Not sure how to fix it? 

Zopfsormok
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

3 weeks down the track and still no answer to resolve this problem ???.

 

UserID796868
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Hello RokuMalcolm, Can you advise the status of this ticket please? This is obviously a big issue affecting multiple users.

 

IanD55
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I had the same issue.  I reset the box (hold button on bottom of box for 25seconds) Wait 2-3minutes for light to come back on on front of box. Turn  tv on  and in settings turn captions off.   Turn tv off and on again.  Seems to have fixed it for me.

UserID796868
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I performed a factory reset via the menu system and that did not resolve the issue.

I performed a factory reset via the button on the bottom of the device and that did not resolve the issue.

Turning the TV off and back does nothing.

There are also multiple reports of this issue on the Roku forums as well as many on this one. I can't understand why front of house still seem to be oblivious to it. Its obviously a real problem. 

Michael-1234567
Level 5: Eagle Eye

Re: Closed Captions keep coming on when set to off

Hi, it's been confirmed as a software bug, but we have no visibility on when it might get fixed, if at all.

Michael-1234567
Level 5: Eagle Eye

Re: Closed Captions keep coming on when set to off

No. However a user on this thread called @RokuMalcolm confirmed it is a software bug and stated that he would raise a fault. No Idea if he is a Telstra staffer or just someone volunteering to contact the manufacturer ...

Michael-1234567
Level 5: Eagle Eye

Re: Closed Captions keep coming on when set to off

No. However a user on this thread called @RokuMalcolm  confirmed it is a software bug and stated that he would raise a fault. No Idea if he is a Telstra staffer or just someone volunteering to contact the manufacturer ...

RokuMalcolm
Technology Specialist
Technology Specialist

Re: Closed Captions keep coming on when set to off

I work for Roku on Telstra's TTV devices.

Senior Software Engineer at Roku.
The opinions expressed on this site are my own and not the official views of Roku or Telstra.
themenace
Level 1: Cadet

Closed captions mode.

Every time I use Telstra remote to go to Live TV the closed captions always ON.

Have to set it to OFF , but when changing to Home screen on TV box will again change the closed captions to ON.

Why does it not stay on OFF when setting it.?

Catsup
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I'm having the same problem, started this week.

LJMac26
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I’ve been having the same issue too for a few weeks. Restarting/changing remote batteries do not work. This is really annoying and I hope that Telstra fixes it soon. 

markt32
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

Hi Roku Michael, whilst you are fixing the closed captions bug can you also get the time zone for Queensland fixed, it has assumed that Queensland went onto summer time like the rest of the east coast , this is incorrect, Queensland is on GMT+10 whilst the rest of the East coast is on GMT+11

 

TroyyMckenzie
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

Hey RokuMalcolm, 

As you have identified the issue and clearly there’s a lot of people experiencing the same issue surely one of Australia’s most recognised companies would be aware of this issue and would implement a fix. 
 Become a hero for us the downtrodden and use your no doubt considerable clout to make these clowns aware of their responsibility to their many customers. Cheers Bloke.

Denis4680
Level 3: Gumshoe

Re: Closed Captions keep coming on when set to off

I’m also experiencing the captions toggling on intermittently. Hoping a software fix is pushed soon.

cjm16
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I am having the same issues. I have tried removing the batteries, setting to ‘off’ then ‘on’ then ‘off’, setting to ‘only on replay’. If I go from live tv to apps then back to live tv, the captions are back on. If I turn tv off (whilst watching live tv) then turn tv back on within only a short space of time, captions remain ‘off’. However, if I leave off for for a while, when turning back on, the menu comes up. I select ‘live TV’ and the captions are back on. Very frustrating. Some others are reporting this issue has only just started occurring for them in the past few weeks. We have been experiencing it for a lot longer than that. Telstra, please put out a software update to fix this problem. We are paying for a quality service, and should not have to keep going into settings every time we turn the tv on. 

Dee90
Level 1: Cadet

Cc

The cc keeps coming on and off I have change the batteries also done a factory reset but they still keep coming up on different channels

Nannie6
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I have started having the same problem with closed captions. Very annoying

BettyBoop23
Level 2: Rookie

TBox captions on fault

The TBox has a recent fault, the captions for programs is automatically switched on, even if you switch off, when you switch between other apps and live tv, captions automatically comes on. I have to now go to settings and switch this to off every time. please advise when this is going to be resolved

Richie0
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I have had enough! How can this be escalated? Is it in the domain of the ombudsman?

cjm16
Level 2: Rookie

Re: Closed Captions keep coming on when set to off

I contacted Telstra through the app messages. After doing some troubleshooting steps, the consultant has ordered a new TTV for me. We’ll see if a new box resolves the issue🤞

FGHS
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

I've got the same issue. It has worked perfectly for a year and for about a week now, the captions turn on every time I turn on the TV. Whenever I watch Live TV they come on. I have also tried everyone else's suggestions but they still come on. I am just about ready to toss it in the bin. I have a small TV and they really get in the way. So frustrating.  Can it be fixed?

Aaron756
Level 1: Cadet

Re: Closed Captions keep coming on when set to off

Happening here as well, very frustrating

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Closed Captions keep coming on when set to off

@Richie0 the ombudsman cannot assist with this type of issue.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Barearmz
Level 3: Gumshoe

Re: Closed Captions keep coming on when set to off

Nope. Did not work. Still coming on every time it wakes from standby. I've tried everything. 

 

 

Barearmz
Level 3: Gumshoe

Re: Closed Captions keep coming on when set to off

I'm guessing everyone has version 10.0.3 build 6071 unfortunately it auto updates daily if being used. Shame we can't do a rollback. For a permanent fix several taps with a sledgehammer will in my experience work.

 

smurf5
Level 1: Cadet

tbox closed caption

I have to turn of closed captions every time I turn on tbox

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