Closed Captioning Always On in Samsung TV App

I have 2 televisions, a new (8 months old) Samsung TVQN65Q90TAFXZA and an LG (don't know the number) 1 month old TV both with the Xfinity app downloaded and installed on the TV. This was because of the volume fluctuations with the app using the ROKU box. A few weeks ago the closed captioning started to show on all channels, at first intermittently and now constantly. I have tried turning it off on the TV settings as well as the app settings and the only way to get rid of it is to make the text and background both transparent. That is fine until you shut it off such as overnight or while at work and it returns. I reconnected my ROKU box up and the closed captioning is off. I'm waiting for the sound to start acting up again. I know it is an issue with the app as it does not show the CC on any other apps. I have uninstalled and reinstalled the app on both TVs without success in clearing this problem.

Responses

bgy876

Visitor

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1 Message

1 year ago

Just chiming that this is also happening on my new Samsung The Frame TV, and the Device Care settings menu is grayed out/unavailable. So, no need for an official response with unavailable helpful steps.

It is annoying, but that’s all it is. Pretty minor compared to the Samsung “Smart” TV interface, which is truly horrible (can’t remove Fox News Live Update from the top of the media menu… <Edited: Language>). I’m thinking of buying an Apple TV to plug in so I can bypass Samsung and just use the TV as a screen.

At least Comcast is acknowledging the bug. I’ll be watching for this to get fixed in the next app update. If not, well, then I’ll be grumpy.

(edited)

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drewm05

New Poster

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72 Messages

I'm not so sure Comcast is/has/had acknowledged this issue. If they have, it hasn't been shared much inside their company. Based upon my phone call yesterday, and spending over 35 minutes with their phone call center, I doubt anything posted here has been forwarded to the "engineers".

The people I spoke with yesterday had little or no idea about this Closed Caption (CC) issue. They understood the issue, and agreed that it was a software issue on their side. Comcast insisted on sending a Service Tech to verify my issue. Surprisingly, they made the appointment today. The rep said she was sorry about the length of delay.

When the Service Tech arrived, he didn't know why he was here. I explained it to him and then we verified the (CC) issue. He agreed that wasn't a TV issue, and was a Comcast issue. The Tech thought it was strange that you can't turn the (CC) on/off from within the Xfinity Streaming App.

I'm not sure what will happen next, but I do have a work order that will remain open until a fix/resolution is completed.

I don't think this Forum is going to help resolve this issue. I believe if everyone affected calls Comcast/Xfinity and requests a Service Ticket be opened, the appropriate Technical Support department will finally work on correcting this.

1 year ago

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XfinityGabby

Official Employee

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1.5K Messages

Hello @drewm05. We certainly understand your frustration, this is a known issue and our engineers are working on getting this resolved ASAP. At the moment, there are no workarounds for this issue.

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.
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1 year ago

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drewm05

New Poster

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72 Messages

@XfinityGabby While I appreciate your response, this has been the same or similar answer you and other "Official Xfinity Employee" have offered, I remain skeptical. It's been over 30 days, and no fix seems to be available. The best I can see, "something" happened on or about 29 November. For an issue that "is a known issue and our engineers are working on getting this resolved ASAP. At the moment, there are no workarounds for this issue.", xfinity inside/behind the scene communications seems either poor or nonexistent.

I say this because I would not have had to spend over 35 minutes on the phone explaining my issue, waiting for the rep to go through their troubleshooting tree, only to require that I accept a service tech come and verify my complaint. During this time, my system was "reset" even though I said no at the time. Furthermore, when the Service Tech arrived, he had no idea what my issue was. After explaining what the issue was, and seeing what the issue is, he agreed that it was an xfinity issue. He had not seen this before, but was going to check it out on his personal tv.

Your response just adds to my frustration, and possibly others. We know the stock response..."We certainly understand your frustration, this is a known issue and our engineers are working on getting this resolved ASAP. At the moment, there are no workarounds for this issue.". We want a resolution to this issue, not condescending replies.

1 year ago

XfinityJoe

Official Employee

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776 Messages

We appreciate your continued patience while our technicians and engineers remain engaged in working toward a fix. Our team will continue to monitor the issue for any updates and share them once available.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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U

user_ew0xwd

2 Messages

1 year ago

I am having the same issue on my Samsung TV . Should I cancel Xfinity?

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M

msz1261

Visitor

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3 Messages

1 year ago

I can confirm the same on my Samsung TV. For some reason the accessibility options don't have any settings to turn of CC, only to control the font size etc. I have to use the UP arrow on the remote, then right to get the selection from AD (Audio Description) to SAP then to CC that has a check mark on it, then select it to turn off CC every time I launch the app. And there is no "clear cache" on my model (Samsung 32 inch UN32N5300), but I did de-install the app and re-install it several times trying to figure this out when if first started around the end of November like other people have reported. So it's been 2 months.

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fleshy

Visitor

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4 Messages

1 year ago

This doesn't solve the issue, but while watching the stream app, I just hit the up button on the track pad and the slide over and deselect the CC instead of going into the Samsung menu.

I am also annoyed at the inability to set default to "Off."

(edited)

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Anon413731

Regular Visitor

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9 Messages

1 year ago

For Xfinity ASAP means As SLOW As Possible. This has been an ongoing issue for 2.5 months and just like the live guide feature that they removed in the summer they just really don't care.

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user_usp081

1 Message

1 year ago

We have been trying to fix this on our Samsungs and LG tvs. The store couldn’t help and neither could their phone support. We finally downloaded the xfinity stream app to our Apple TV and it works perfectly. Not a good response from xfinity

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user_bderft

2 Messages

1 year ago

Wish I had found this thread before we wasted some of the Geek Squad guy’s time when he was out dealing with our new Samsung TV this morning. Having to turn off the closed captioning every single time is not a huge annoyance, but it seems like a simple enough app bug that a competent company would be able to fix it within 2 months.
Maybe they could also fix the problem that about once every 20 times we turn on the TV the Xfinity Stream app hangs forever, or sometimes for about 10 minutes, while trying to open.

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user_xm2olp

1 Message

1 year ago

I experience the same issue streaming app “loading” frequently. It’s only an issue on my Samsung Tv for some reason. Roku and TLC tvs do not have this issue.
The fix for my Samsung is…unplug it for 1-2 minutes and plug it back in or press and hold the power button on the remote until you see the Samsung Load screen. Either way it’s still a major pain, especially when someone else is trying to watch the tv and is unaware of this temp solution.

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user_0g5g2i

1 Message

1 year ago

Hello, I have found that if I go to my tv settings and turn the captions on then back off it is temporarily fixed. You will need to do it every time the tv is turned off then back on it seems to reset.

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msz1261

Visitor

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3 Messages

Even if that works, how is it any better or easier than using the up arrow on the remote and turning CC to off? It seems to be an APP issue, not a TV issue.

1 year ago

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XfinityDemitrius

Official Employee

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1.8K Messages

Hey @user_0g5g2i,

Thanks for sharing your experience and workarounds to prevent the closed captioning from appearing. I am showing that a fix has been pushed and seems to resolve the issue. Would you be able to see if you have the newest version of the application installed and see if the closed captioning stops populating?

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

0

Xfinity Stream App

user_f12941

Closed Captioning Always On in Samsung TV App

bgy876

drewm05

XfinityGabby

drewm05

XfinityJoe

user_ew0xwd

msz1261

fleshy

Anon413731

user_usp081

user_bderft

user_xm2olp

user_0g5g2i

msz1261

XfinityDemitrius

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