Xfinity Stream app on LG TVs: Closed Captions Always On 2023-11-29

Hello @Kaneooo, thanks for reaching out for help with the Xfinity Stream app on your LG TV. Are you still having trouble with the Closed Captions always displaying? 

@XfinityRyanE​ Any updates on this issue?

@Kaneooo​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

@Kaneooo​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

Hello @user_9mukpv! We appreciate you reaching out on our Forums, and letting us know that you're also experiencing issues with Closed Captioning on your end.

Please know this is a known issue that we're aware of, and our engineers are working hard to get this corrected for everyone as soon as possible. We currently estimate this issue to be resolved by 12/15. Please know this is just an estimated timeframe, and the issue may be resolved before or even after that date.  

We appreciate your continued patience throughout this, and we apologize for any inconvenience or frustration this has caused you. Thank you!

Hi there, @erm54 Thank you so much for getting back to us regarding the issue you are having with the Closed Captioning. Are you still experiencing issues with the Closed Captioning?-Richard

We have an xfinity repairman coming out today.  They could not fix it over the phone.

@XfinityRichard Hi,

Just noticed your question, had not seen it before and was never notified about it, so just now responding.

Yes, the problem still persists and only with the Stream app on the LG TVs. No other apps ahve the issue.

My latest update I just posted before seeing this is at the bottom. It's marked as private, I assume because I inserted an image.

And as I note, I have found a temporary fix, but you must "fix" the problem every time you start the app. Hope they fix whatever was broke so I don't have to manually change a setting every time I start the app (and it can only be done in only 1 of the 3 places the Stream app has this setting).

@erm54 Thank you for the update and for letting us know about the workaround you have found. Our engineers are aware of this issue and are still working out a resolution. We appreciate your patience.

@XfinityPeterH​ Any updates on this issue?

@KShell​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

Thanks I'll try this out!

Thank you @user_9mukpv for that suggestion. @KShell did this help?

Thank you for reaching out @user_t6f3qa Can you tell me what troubleshooting steps you have already taken?

@XfinityDena​ Any updates on this issue? It seems that if you read this thread, you will see what we all have tried to do. Sorry that I might seem pointed and sharp, but the (a) inability to correct or have a fix, or (b) lack of timely response and the feeling that phone support and online text support wants to end the encounter quickly regardless of repair/correction resolution is beyond frustrating.

Hello @user_282epk thanks for reaching out and letting us know you are having similar problems to the OP regarding CC always being on. We have created a national escalation for this and would love to get your account linked to that.  Please include the make//model for the TVs, S/W version for the device, and the Stream App, along with your full name, full name for the primary on the account, address, and account number. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. 

@XfinityAlfonso​ what about the rest of us?

@user_nb5ueo I am so sorry to hear about that. Could I please get your full name and address in a direct message so we can work on this together?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window

• Press Enter to send your message

@user_soxvp9 Can you try pulling the power cable out of your TV for about a minute and then plug it back in? It sounds like closed caption may be stuck.

@XfinityBenjaminM​ this was tried, as well as holding the power button on for 10 seconds before replugging in. It DIDN'T work.

CORRECTION: 

...turned it off then on.

The problem persists, so I started browsing elsewhere for answers.  Still no real help there to "fix" the actual problem, but I did find something that I did not know about before. I have never used closed captions in my entire life, so my knowledge of all the places you can turn on/off closed captions was to assume you only did that thru the apps (or hardware) option menu. Some of you may have already known this, so bear with me, like I said I have never used features I don't need...

As I mentioned before, this started on it's own without having accessed any settings for quite some time. 

The TV itself has them turned off in it's settings. 

NO other app has this issue - ONLY the Stream app. X1 TV is fine and Stream on my cell is OK too.

The Stream app for LG TVs has closed captions them turned off in the main menu settings and in the guide options menu.  

Today, I saw comments somewhere else that there is another location that I had not known about because I just never paid attention to the bottom of the screen after I had selected a channel to watch. But right after it starts streaming the channel, at the bottom of the screen is a small menu which goes away after a few seconds. You can also bring it up by pressing the scroll down on the LG remote. I did notice this popped up but really only paid attention to the left side where there is a button for selecting "Last watched". But on the right ide are several icons, one being for CC.  It looks like the following:

This is the ONLY closed caption setting that said it was on (shows check mark). I scrolled over to that icon and selected it and it turned "off" (the check mark goes away). Once that was done, then the closed caption display did go away. But, as mentioned by others, it is only off for this use of the app. Once you exit the Stream app and start it up again, closed caption is back on again. It's wash and repeat...

So, I now know how to temporarily fix it, but it's annoying. It should never happen and we should never have to disable a setting every time we use the app, especially one we never set, or have ever used, in the first place.

Hopes this helps some others who may not have looked at that location, although only temporarily.

Thank you!! I will take the temporary fix for now. Like everyone else CC just started showing up when using the Xfinity streaming app on Samsung TV. So annoying!

@drewmcelroy05 , yes, I have heard from them and they have escalated (or trying to) a problem ticket about the issue with the hope of getting a permanent fix sooner rather than later.

I have also added info that is still showing as private, so not sure if anyone else can see it other than xfinity.

In my case I wasn't aware that a small menu comes up when you are watching a channel, etc., and press the scroll down arrow on the remote. It shows up at the bottom of the screen and you can scroll over and select the CC with the arrow to turn off CC there, at least for that session. It's only a temp fix as it is back on the next time you start the app.

Hopefully they will find the cause and get it fixed soon...

it seems as if Xfinity picks and chooses which post they will respond to. I've tried everything except a "reset to factory settings". I'm not willing to do this yet as I am not sure it will really work, nor trust Xfinity tech support. This is a minor inconvenience issue, but it is apparent that they can only troubleshoot using set menus and flow charts. They can't seem to think nor understand what the issues are. It's also frustrating that they ask the same questions, and give the same unless fixes every time you get transferred to another agent.

I guess this is the best we can expect after hours or on a weekend. But they are fast rising prices...

@drewmcelroy05​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

@erm54​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

@user_9mukpv , I've tried all those things. I even uninstalled the app completely, power cycled the TV, blah, blah, blah, installed the app again, logged back into my account, everything,  and it's still on by default. The only thing that worked to turnthem off, although only temporarily, is to change the CC setting when the small menu comes up at the bottom of the screen after you start streaming on a channel. At least for that session they are off, next use of the app... repeat...

@user_4jqtge​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

Hi, @user_4jqtge. Thank you for reaching out. I see you are having a similar issue as well. Can you expand a bit more regarding your situation, the devices affected, and any troubleshooting you've done so far?

I am having same issue with CC always on when I launch the Stream App. I can turn off but once I exit Xfinity Stream app and go back in the C is on again and > have to turn off each time. So annoying. Is there a permanent fix yet? I see some advice that talks about going to DEVICE CARE in Settings but that icon is blocked out on my tv amd I cannot select. Please help.

Hey there, @user_99tk6k we are aware of the known issue, and we are working to get this resolved as soon as possible. I would recommend continuing to check your Xfinity Stream app. We hope to have this resolved very soon and appreciate your patience.  

No change log in the update you can't

just roll it back?