l_gregory2011's profile

New Poster

 • 

4 Messages

Sun, Jul 5, 2020 2:00 PM

Close Caption Automatically Turns on While Steaming

Since the last update, closed caption automatically turn on for each program when steaming while watching on my iPad.  

I have to turn it off each time as it clearly states the setting is only for that program.  I cannot find a general turn off of this feature.  

Is anyone else having this issue?  Is Xfinity workin fixing this bug?

Responses

Rustyben

Expert

 • 

24K Messages

10 m ago


@l_gregory2011 wrote:

Since the last update, closed caption automatically turn on for each program when steaming while watching on my iPad.  

I have to turn it off each time as it clearly states the setting is only for that program.  I cannot find a general turn off of this feature.  

Is anyone else having this issue?  Is Xfinity workin fixing this bug?


go to https://www.xfinity.com/stream/settings/accessibility and switch the toggle to off for closed captioning.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
Rustyben

Expert

 • 

24K Messages

10 m ago


@l_gregory2011 wrote:

Thanks for replying. 


My setting was already off.  I turned it off and back on just for good measure.  It is still turning on automatically.  I feel this is a bug from the last update.


iphone? for fun, go to your gear app, accessibility, subtitles & captioning. did that get turned on? 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

 • 

4 Messages

10 m ago

Thanks for replying. 


My setting was already off.  I turned it off and back on just for good measure.  It is still turning on automatically.  I feel this is a bug from the last update.

New Poster

 • 

2 Messages

10 m ago

I have the same issue. Appeared with the last iOS app update. No way to keep it off. Each channel change it turns on. Annoying!

Not sure if any of Comcast employees or engineers even look at this forum.

New Poster

 • 

4 Messages

10 m ago

That is what I am saying.  The closed caption on the gear setting is being automatically turned on.  I have to turn it off for each show.  See the next reply form Metro11.

It did not happen until that last IOS app update.  That is why I think it is a bug in the app.

 

I appreciate your help.  Just hoping on the next update it will go back to normal. 

Rustyben

Expert

 • 

24K Messages

10 m ago


@l_gregory2011 wrote:

That is what I am saying.  The closed caption on the gear setting is being automatically turned on.  I have to turn it off for each show.  See the next reply form Metro11.

It did not happen until that last IOS app update.  That is why I think it is a bug in the app.

 

I appreciate your help.  Just hoping on the next update it will go back to normal. 


not the gear 'menu' item within the app, the gear 'icone (apple's) on the iPhone. it is the same app you update version of iOS. the Xfinity app has no access to  change the iphone settings app options.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

 • 

196 Messages

9 m ago

Hello l_gregory2011 ,
 
I’m writing to inform you that the issue with Closed Captioning turning on automatically is addressed in the newest Stream app iOS release 6.1.1. This update is being pushed to a small number of users first in a graduated release schedule however you can manually update your app via the app store to if you wish to resolve this sooner.
 
Thank you and have a great day.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

 • 

4 Messages

9 m ago

Thank You!  I have updated.  It has taken care of the problem.

Frequent Visitor

 • 

5 Messages

9 m ago

Agree, this update seems to have fixed the problem. Only tested on iPad Pro 12.9 inch, 1st gen, which was the only iPad that seemed to have the problem. Thanks.

 

Mike

Frequent Visitor

 • 

5 Messages

9 m ago

Okay, only partially fixed. Simply streaming, using the device speakers, seems to work fine. Going to alternate speakers, say AirPods, seems to work fine, at least initially. 

If I remove AirPods, streaming stops, as expected. If I start streaming again using device speakers (Press the Play button), Closed Captioning turns on, and I have to shut it off. If I switch speakers to Sony headphones, Closed Captioning again turns on, and I have to manually turn it off. 

Bug seem to be related to how sound is routed to various speakers, maybe Bluetooth related.

 

Hope this helps. 

Mike

New Poster

 • 

2 Messages

4 m ago

I can't figure out how to use the App Store to update my streaming app. Can you please help me with that?  Thank you. 

Rustyben

Expert

 • 

24K Messages

4 m ago


@OCMDGRL wrote:

I can't figure out how to use the App Store to update my streaming app. Can you please help me with that?  Thank you. 


can you give an example of what you are trying to do? iPhone and android devices have an app store that lets you update apps.  you can go to youtube and search for how to update apps on android/iOS devices for tutorials.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

 • 

2 Messages

4 m ago

Please read this. (I’m writing to inform you that the issue with Closed Captioning turning on automatically is addressed in the newest Stream app iOS release 6.1.1. This update is being pushed to a small number of users first in a graduated release schedule however you can manually update your app via the app store to if you wish to resolve this sooner.) I'm not sure how I manually update my app. 

Rustyben

Expert

 • 

24K Messages

4 m ago


@OCMDGRL wrote:

Please read this. (I’m writing to inform you that the issue with Closed Captioning turning on automatically is addressed in the newest Stream app iOS release 6.1.1. This update is being pushed to a small number of users first in a graduated release schedule however you can manually update your app via the app store to if you wish to resolve this sooner.) I'm not sure how I manually update my app. 


I got the new one yesterday and it also allows the phone to be in portrait mode while the video is correctly (small) displayed.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New to the Community?

Start Here