Closed Captioning Always On in Samsung TV App

Frankly, @XfinityAntoine, this is a VERY obvious issue, but may be related to the specific version running on Samsung TVs. But maybe swing past your local BestBuy and try it yourself. It happens 100% of the time on my new QN77S89CBFXZA Samsung Tizan. Easy to turn off, yes, but a horribly inconvenient bug nevertheless. Looking forward to your confirmation that this is indeed a defect and that there is an active effort and timeline to getting it resolved. Thanks for reading my rant.

Thanks for your comment, @user_8uqtjk. This is only affecting the Xfinity Stream App on your Samsung Tizan TV, correct? Is your TV up to date with the latest software update? You can check the Xfinity Stream App minimum system requirements here. 

@XfinityDilary​ I'm gonna take a guess that the system requirements have nothing to do with this. The TV is pretty new and this issue seems pretty seasoned. Still, willing to try any potential solutions as this is manageable but persistently annoying as it is EVERY TIME we restart XS. Too bad we can't open directly into XS as a default, but clearly Samsung holds the keys to that.

Please keep us all posted as this progresses. It would be good if ya'll could acknowledge this as a known bug that is being addressed in the not too distant future. Thanks.

I don't see any known issues reported on this, @user_8uqtjk. Did you check the system requirements I provided? Is your device up to date? 

My Samsung does the same thing and my tv is probably 6 years old! CC comes on after I shut down the tv and turn on later! Funny, my even older Samsung with fire stick does not turn on CC after being off for a while! Very annoying to say the least 

@user_ou8211 and @Everyone There is a known issue with the Closed Captioning on the Xfinity Stream app defaulting to on for Samsung TVs and LG's currently. Our Engineers are working with both manufacturers to locate the cause of the issue and create a solution but at this time we do not have an estimated time for a resolution. I will note that some customers did find some success in Clearing the temp Files for the Steam app on the TV. On the most recent models, you can do this by following these steps:

1. Press the Home button on your remote control and then head to Settings.
2. Navigate to All Settings.
3. Choose Support then Device Care. 
4. Select Manage Storage.
5. Choose the Xfinity stream app then View Details.
6. Here you can Clear Data and Clear Cache for the chosen app.

You may need to log back into the Xfinity stream app when launched again. 

@ocwoodmanp Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

@XfinityVictor​ I, along with others, have had this issue since at least 11/29. I was told by "an Official Xfinity Employee" on a different thread that Xfinity had expected a fix by 12/15. Here it is 12/18 and no fix. 

Please explain...

@user_ppix8w, thank you for using the Community Forum to reach out. 

There is a known issue with the Closed Captioning on the Xfinity Stream app defaulting to on for Samsung TVs and LG's currently. Our Engineers are working with both manufacturers to locate the cause of the issue and create a solution but at this time we do not have an estimated time for a resolution. That said, there have been a few customers who found success in clearing the temp files for the Stream app on the TV. Here is some information you can use to try and do so yourself if you have a newer model:

1. Press the Home button on your remote control and then head to Settings.
2. Navigate to All Settings.
3. Choose Support then Device Care. 
4. Select Manage Storage.
5. Choose the Xfinity stream app then View Details.
6. Here you can Clear Data and Clear Cache for the chosen app.

@user_rcuugl have you reached out to the TV manufacture for additional assistance as well?

Samsnug owns Comcast, don’tchano! s/

Just tried clearing cache/data. No change

Thank you so much for reaching out, @user_bgfxv8. I can see how those issues with your Samsung TVs would be frustrating. Are you having issues with any other devices? Have you ensured you have the latest firmware installed, https://www.xfinity.com/support/articles/xfinity-tv-app-requirements?

They evidently don’t care 

@jenn0326 This is a known issue that our Engineers are working to resolve as quickly as they can. We appreciate your feedback, and we hope to have this resolved soon.

Hi, @user_ppix8w. We certainly do care about everyone's concerns, and we appreciate your feedback. We are working on this further to help get this cleared up. Thank you for your time and patience. 

Hello @user_v9iuko  It has been stated earlier in this thread that there is a known issue with the Closed Captioning on the Xfinity Stream app defaulting to on for Samsung TVs and LG's currently. Our Engineers are working with both manufacturers to locate the cause of the issue and create a solution but at this time we do not have an estimated time for a resolution. That said, there have been a few customers who found success in clearing the temp files for the Stream app on the TV. Here is some information you can use to try and do so yourself if you have a newer model:

1. Press the Home button on your remote control and then head to Settings.
2. Navigate to All Settings.
3. Choose Support then Device Care. 
4. Select Manage Storage.
5. Choose the Xfinity stream app then View Details.
6. Here you can Clear Data and Clear Cache for the chosen app.

This doesn’t work on fire stick. 
it’s the only app to have this issue. This is why I just use all my other apps because Xfiniity sucks. It’s 2024, you’d think yal could figure it out 

I said the same thing

Hello @user_5bb912, I'm not a huge fan of closed captioning on my TV either, so I totally get how annoying this could be. I love the Stream app and use it all the time on my Samsung, but this is a known issue that our engineering team is working to resolve. At this time I don't have a temporary solution, other than manually turning off the CC once the app is opened. Other than this Stream app issue, did you have any other app, service, or billing concerns that I could help with? 

Hello, @mdkrebs11. I can certainly understand how easily frustrating that can be. As you are aware this is a known issue and our engineers are working on getting this resolved ASAP. Here's some helpful steps to try:

1. Press the Home button on your remote control and then head to Settings.
2. Navigate to All Settings.
3. Choose Support then Device Care. 
4. Select Manage Storage.
5. Choose the Xfinity stream app then View Details.
6. Here you can Clear Data and Clear Cache for the chosen app.

My parents tv has been doing this since November, when will this issue be resolved?

Hello, @user_la460l There is a known issue with the Closed Captioning on the Xfinity Stream app defaulting to on for Samsung TVs and LG's currently. Our Engineers are working with both manufacturers to locate the cause of the issue and create a solution but at this time we do not have an estimated time for a resolution. 

@XfinityGabby​ Device Care is not an option, as many have pointed out.