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Jibcam
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14 Messages

Thu, Jun 25, 2020 7:00 PM

Stream Closed Captioning

Is anyone else experiencing problems using the Stream app on an iOS device where close captioning comes on every time you change the channel? Even when the preferences for close captioning are turned off. We have four iPhones three iPads where it consistently happens every time you change a channel and has been going on for two weeks. Comcast apparently cannot  re-create this problem and will not address the issue even pushed up to a Tier 3 tech.

Question

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Updated 

5 m ago

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Responses

ComcastArlene

Official Employee

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30 Messages

9 m ago

Good morning @Jibcam - 

After you logged out and logged back in, can you recall how long the issue remained before it cleared up? 

 

We're still working on identifying this issue, and this can help us resolve other users. 

 

Thank you!

Arlene 

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.
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Jibcam

Frequent Visitor

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14 Messages

9 m ago

Yes. There was no change when we logged in and out. Tried on 4 of the 7 devices.

All 7 are now fine without making any changes on our end.

All 7 had the exact same problem.

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ComcastArlene

Official Employee

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30 Messages

9 m ago

@Jibcam 

Thank you. Yes, I read your post, and I'm trying to understand what could have changed system wise to update that on your account.

When we asked you to log out and back in, you did so on all devices? I know you mentioned 7 iOS devices having the issue. And now it's resolved on all 7?

 

Thank you for your help. 

 

Arlene 

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.
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Navelski

New Poster

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1 Message

9 m ago

I’m still having this problem. Has anyone learned how to fix it?

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Jen248

New Poster

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2 Messages

9 m ago

I just started having this on my iOS device as well. It is very annoying. Looks like it's a problem that keeps appearing for folks. 

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ComcastStream

Official Employee

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196 Messages

8 m ago

Hello Jibcam,
 
I’m writing to inform you and the other users experiencing 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

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FernAl

New Poster

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1 Message

5 m ago

@ComcastStream This CC issue is still occurring on iOS App Version: 6.3.0.1831 . Please fix this, very annoying!

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