U

Visitor

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4 Messages

Sat, Sep 10, 2022 11:02 PM

turning off closed captioning on tv

Has anybody run into a problem in HBO MAX where they select subtitles and closed caption off and the choices just remain on the screen? There is no "OK" button to exit the feature. Selecting exit just zaps you out of the movie and when you go back in the subtitles are still on. Waiting for the selction to return to the movie does not work as it just stays on for minutes. Very annoying. Any idea of why this is happening would be most appreciated.

Xfinity X1 device with 2015 Samsung SmartTV

Official Employee

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588 Messages

3 months ago

Hey there, you should be able to speak it into your voice remote and bypass the menu entirely. Have you tried that?

Visitor

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4 Messages

@XfinityAnthonyT​ While that works for HBO on TV, it does not work for HBO|MAX on TV. An obviously software glitch and one I am sad to say seems prevalent no matter what the platform may be. Perhaps the programmers should actually test the code before they release it. I know that is a novel idea but HBO should shoot for it as a working ideal. SMH. Time to drop their sorry butts after House of Dragon concludes.

Official Employee

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436 Messages

I'm sorry to hear that you are having issues with the closed captioning ON HBO. Is this on the App on the TV or your X1 Box? -DanielC

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Visitor

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4 Messages

Well, if you had bothered to read the entire thread you would have seen that we are discussing HBO|MAX on TV using an X1 Box. 

Official Employee

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444 Messages

@user_461692 Thank you for again confirming that additional information, I sincerely apologize for our confusion. I was able to replicate the issue on my end, and I see exactly where it gets stuck for you where the list of subtitle languages show up. I was able to successfully close the subtitle's menu, with the current selection activated on screen by pressing ok on the subtitle icon, choosing the language of subtitles you want, and then pressing "Last" on the remote to go back to the show with the selection activated, rather than "Exit", which will indeed take you out of the movie or show you are watching. I was able to successfully turn subtitles on and off multiple times in the HBO Max App on my X1 cable box, and change the language while watching House of the Dragon by choosing the subtitle option I wanted, and then pressing "Last", to go back to the show, which then plays with the subtitle option just selected showing on screen successfully. Are you able to try the same thing you did before, but this time use the "Last" button on your X1 remote instead of "Exit" and let us know if that works for you? -Christopher

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

That solved the problem exactly. Using "Last" as an exit to a function instead of an exit like other apps is kind of counter-intuitive, but Hey! If it works, all is good.  Thanks.

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