erm54's profile

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87 Messages

Thursday, November 30th, 2023 12:29 AM

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

This just started today 11-29-2023. Prior to today this has never happened.

Today, I turned on one of the LG TVs I have and launched the Stream app. I selected a channel and started watching - everything was OK, no issues that I noticed. About 10 minutes later I changed the channel and it still looked OK. I left the room for about 5 minutes and when I returned I noticed that closed captions were displaying on the screen!!!???

I had NOT changed any settings at all and they magically appear??

-I checked the settings in the app, still exactly as before showing closed captions are OFF.

-I checked the settings on the TV itself, and they were still OFF there also.

-I checked 5 channels, closed captions display on every channel.

-I turned on my other LG TV and launched the Stream app there, it also is now displaying closed captions...

-On the first TV, I uninstalled the app, turned off the TV, unplugged the TV and left it that way about 10 minutes. Plugged in the TV, turned it on, and did a fresh install of the Xfinity Stream app. I launched the app and logged in, still displaying closed captions even though the settings show them as off.

-And yes, I did turn them on to see what would happen, and they displayed, then turned them off again, and it still displays closed captions.

So, I assume they have made changes and did not test everything before implementing them (?).

1- I NEVER changed any settings on the TVs themselves

2- I NEVER changed any settings in the apps (any) on either TV

3-I do not have any other device connected to the TVs

4-I launched other apps (Max,Prime Video,Peacock,Brit Box,FreeVee,etc.) and they all work correctly - no closed captions

5-This just started today and as I said, I never changed anything  and wasn't in the room when it started

This is really annoying and it would seem that they would notice it if they actually tested any app changes before putting them into production.

The Stream app on the TV is the latest since I just installed it today. It shows version 2.1.0, but I know most of the Stream app is really running off the servers and not on the local TV.

The LG TVs both have the latest version of WebOS that LG has put out.

       - LG models 43UN7300AUD and 65UN8500AUJ

       - WebOS version 5.5.0-1102 (jhericurl-jervisbay) update version 04.50.52.

Any ideas??

Thanks

2 Messages

1 year ago

Same happening to us in our Sony android tv. Already went through the full process found on U-tube on how to properly delete & re-install the app. It fixed it. 1 month later, same problem, all of a sudden. Only happening on this TV (others are not Sony). So very frustrating! Can Xfinity fix this?!?!?!?

2 Messages

1 year ago

Having the same pro, AGAIN, on my Sont TV ( not on the others). 

Official Employee

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790 Messages

@user_rbnu42 This was patched with an update. Be sure to uninstall and reinstall the app if it continues. 

 

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