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user_c09572
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4 Messages

Friday, June 23rd, 2023 10:08 PM

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Closed captions show HTML tags

When I view some TV shows ("George Gently" streaming from Acorn, and many others) I sometimes see HTML tags (<span, italics, etc.) in the closed captions. Is there a way to configure my X1 box to process them properly?

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1 year ago

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XfinityVianney

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1.7K Messages

1 year ago

Hi, @user_c09572. Thank you for reaching out and creating a new post. I appreciate you taking a moment to contribute to the forums' community. I see you are running into hiccups with the closed captioning on some of your favorite shows. I'm sure that has been frustrating. To ensure I'm getting the full picture, I wanted to ask some questions. Does this only occur with Acorn, and does it only happen when you stream content? For example, have you seen this before with live TV or on-demand content too? 

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user_c09572

Visitor

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4 Messages

1 year ago

Hi, not 100% sure, we think it may be only Acorn.

Thanks,

Gary

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you so much for your reply @user_c09572, may I ask if your closed captions are turned on or off? Do you experience this if they are turned off?

 

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1 year ago

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user_c09572

Visitor

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4 Messages

I'm not sure if I understand the question.

As for Acorn, the captions are turned on and off just by saying "captions" to the remote control. There is a brief notice in the captions that says "Captions by RJL Entertainment" or something like that.

Thanks!

Gary

1 year ago

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XfinityMarcos

Official Employee

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1.9K Messages

@user_c09572, I really appreciate you taking the time to detail exactly what you're experiencing on your end. Are you able to provide a picture or screenshot of that issue? Also, are you noticing this on live, recorded, or On Demand content? 

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

1 year ago

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user_c09572

Visitor

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4 Messages

It occurs rather infrequently. Captions in the program will be looking normal, but occasionally you will see a caption that says something (for example) like:

I'll meet you at the <span italic Blue Lizard Inn/italic> at 10:00. See you & amp George there later.

That isn't exactly how it is, but it is obvious the text has embedded HTML tags in it.

Next time I come across it I can tell you what program and roughly the minute and second when noted. Then you may be able to stream the program and see the same thing. It seems to be pretty frequent in the George Gently programs streamed from Acorn. Give it a try :)

Thanks,

Gary

(edited)

1 year ago

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XfinitySara

Official Employee

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1.3K Messages

Thank you, @user_c09572! I appreciate those details and that suggestion. Take a look at our Closed Captioning Overview just in case you see something to try (like making adjustments to the font). Have you gone through any troubleshooting yet, such as power cycling the TV Box(es) or sending a reset/refresh signal via My Account?

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

1 year ago

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user_6618cf

Visitor

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33 Messages

1 year ago

I see the same and it seems to often occurs during a song.  It is very frustrating because they disappear before I can figure out the words.

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