[Solved] Subtitles still not working

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    Joshua

    Hi there! 

    So sorry to read this! I'd like to ask if you're still facing this issue? 

    I'll look forward to your reply.

    Cheers,
    Joshua

    Note: To respond to this thread, please click on "View the post" in the email notification. Responses to the email notification will not update the thread and are not received.
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    vcbogan_438

    Yes

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  • Avatar
    Joshua

    Hey there,

    We're sorry to hear that you're currently experiencing these issues. In order for us to understand the problem, can you please share with us the following information?

    1. Your current location
    2. What device you're currently experiencing issues with?
    3. What is the Operating System of this device or computer?
    4. If the issues is happening on Web, what browser version are you using?
    5. The specific episodes and dramas
    6. A screenshot of the issue or any error messages you might see.

    I look forward to hearing back from you soon!

    Thank you,
    Joshua

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    vcbogan_438

    I don’t know why you’re asking me this again. Am I communicating with a person or a computer? When I filled out my original information I put most of this in there and now you want me to give it again. It seems like you did not read what I sent in my initial correspondence.

    My location is Northern Virginia. I am using a Roku three and a LG TV. The series that I am watching include I am a robot, Signal, and Dr. prisoner. Regarding Dr. prisoner I think the episodes are in the 20s including episodes that say that 100% of English subtitles has been completed. What is interesting is is that I can go back and look at previous episodes that I’ve already watched and now they no longer have the English subtitles at that used to have.

    So I’m spending my time sending you this information even though in my initial email I think it included this. Please show me that your tech-support is effective and let me receive the service that I’m paying for so that my wife and I can enjoy these movies with subtitles. Right now for some reason your system seems broke especially when I read the comments on Twitter.

    Thank you in advance for any help.

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  • Avatar
    Joshua

    Hi there,

    We're so sorry that our previous response was not satisfactory. We apologise that we were not able to locate your device details previously that you had sent to us via email.

    Due to recent updates on Roku as well as the Viki app on Roku, I'd like to check if you have your subtitling and caption settings enabled on your Roku's system settings level.

    Here's how to do so:

    1. Visit the Main Menu of your Roku device's homepage
    2. At Settings, select Accessibility
    3. Select Captions mode and ensure that it is toggled to On – captions always appear

    Please let me know if this works for you.

    Cheers,
    Joshua

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    vcbogan_438

    No offense, but this is like asking me if the computer is plugged in when it doesn’t work. Nothing has changed with my options settings in the main Roku regarding captions. I think I gave enough information earlier to indicate that captions and Vicki suddenly stopped working on a lot of the series. It had nothing to do with me making some change to the accessibility/captions settings on Roku.

    Why don’t you go on Twitter and research this and look at all of the other people that are having the same problem. The problem appears to be on your end not ours. How about we talk on the phone is that possible? This kind of one message every 24 hour support doesn’t get it.

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    Joshua

    Hi there,

    No offence taken :) I'm sorry that we do not currently provide phone support. 

    The reason why we had to ask for you to take those steps is because of the updates on the Roku OS as well as the new Viki version of the Viki app on Roku in which we believe might have affected some settings on your Roku device. 

    If you can confirm that taking those steps did not work, let me know and I'll escalate this to our engineers.

    Cheers,
    Joshua

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    Joshua

    Hi there, 

    Please let me know if you're still facing this issue :)

    Cheers,
    Joshua

    Note: To respond to this thread, please click on "View the post" in the email notification. Responses to the email notification will not update the thread and are not received.
     
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  • Avatar
    vcbogan_438

    I did send another message to you letting you know that you were right. Somehow the captions option on Roku were updated such that there are now 3 general options for captions. I chose the option for captions always on and that fixed the problem. Thanks so much for your help

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  • Avatar
    Joshua

    Hi there,

    Great! Thanks for letting us know. I’m happy this issue has been resolved for you 😊

    Thank you for being a part of the Viki community.

    Cheers,
    Josh

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