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user_2a4b09
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Thursday, December 29th, 2022 11:50 PM

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Xfinity Stream app on Fire TV *always* defaults to Closed Captioning ON - how to set new default?

Only in the Xfinity Stream app on our Fire TV devices does Closed Captioning (CC) always default to ON, every single time a new channel/program is opened.  I love that you're into Accessibility (thanks), but we want the ability to set the CC DEFAULT to OFF.  How?  I checked in the Xfinity Portal ... Settings > Accessibility > Closed Captioning is OFF.  I checked in the Fire TV device's Settings > Accessibility, also OFF there.  But again, every time we open a new channel/program within Xfinity Stream app on Fire TV, CC starts as ON (default).  We know how to turn if OFF by navigating to the icon, but we don't want to have to do that every <darn> time. There's gotta be a way to set the Xfinity on FireTV CC default to OFF but we cannot find it.  

Please don't reply with a link to the existing Accessibility CC Help page.  That doesn't address the issue.  We're talking about controlling the *default* behavior in this specific app+device scenario, as outlined above.  Thanks. 

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2 years ago

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user_2a4b09

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5 Messages

2 years ago

Note that other apps such as Prime Video, Netflix, and Hulu (all on Fire TV devices) do not have this problem. In our experience, it's only happening with the Xfinity Stream app on Fire TV. 

(edited)

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Again

Expert

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31K Messages

2 years ago

@user_2a4b09 

Just a thought.....have you tried turning it off in the Fire TV settings?

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user_2a4b09

Visitor

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5 Messages

@Again​ thanks for the reply.  Yes, we did that, as mentioned in the post above.  Both CC settings are OFF in Xfinity Stream and Fire TV device. 

2 years ago

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CCDaniel

Problem Solver

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606 Messages

2 years ago

Good evening than you for reaching out with your fire stick and the close captioning on the Stream app. What other if any troubleshooting steps have you tried? Do you more than one fire stick? If so does the issues with cc happen on all? 

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user_2a4b09

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@XfinityDanielC​ , thanks Daniel. We have three Fire TV sticks in our home, and each one has the Xfinity Stream app installed and running.  Closed Captioning is OFF for both the Fire stick device and in the separate Settings for Xfinity Stream.  But despite this, as described above, CC defaults to ON for each newly opened Xfinity Stream channel/program.  Every ... single ... time.  We want to set the default behavior to CC OFF. 

2 years ago

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CCAlisha

Problem Solver

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571 Messages

Thank you very much for being detailed and trying both of those options on the Stream app itself and Fire TV. Can you please try these steps:

 

  • Go to the "Settings" on your Fire TV Stick.
  • Select the "Applications."
  • In the "Manage Installed Applications," select the Xfinity Stream app.
  • Select the "Clear Cache," and then the "Clear Data."
  • Remove the Fire TV Stick from the HDMI port.
  • Unplug the router and modem, and wait for 30 seconds.
  • Plug in the modem and restart it.
  • After modem lights have initialized, plug in the router.
  • Plug the Fire TV Stick back in the HDMI port.
  • Open the Xfinity Stream app and try one more time if it solve the issue.

I no longer work for Comcast.

2 years ago

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user_2a4b09

Visitor

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5 Messages

Thanks, that worked...

2 years ago

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XfinityJorge

Official Employee

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1.7K Messages

Woo hoo! I am happy to hear that did the trick and that everything is working now. If there is anything else our team can help you with, please do not hesitate to reach back out.

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

2 years ago

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Again

Expert

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31K Messages

2 years ago

Moved here as this topic is not disability related.

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