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Subtitles on Amazon prime not working

This board is for questions about accessibility features (Video Description, Closed Captioning, Video guidance, etc.) for people with disabilities.
Frequent Visitor

Subtitles on Amazon prime not working

I had started an earlier thread under the subject of closed caption not working in Amazon video. I was informed it should have read subtitles so I have started a new thread. I thought I had corrected this issue by doing a refresh and unplugging my box for 5 min but it has returned again today.  I tried unplugging the box but this time no luck so I am back to square 1. I have not done a fresh but evenif that works I can’t be doing this every day I watch Amazon. Any other ideas out there?

Expert

Re: Subtitles on Amazon prime not working


@Tlev55 wrote:

I had started an earlier thread under the subject of closed caption not working in Amazon video. I was informed it should have read subtitles so I have started a new thread. I thought I had corrected this issue by doing a refresh and unplugging my box for 5 min but it has returned again today.  I tried unplugging the box but this time no luck so I am back to square 1. I have not done a fresh but evenif that works I can’t be doing this every day I watch Amazon. Any other ideas out there?


subtitles are on many titles (stream and DVD) that work like captions (used for broadcast video). The X1 Amazon Video app allows you to search for a title and upon selecting a result, are offered subtitles (if available). you select the subtitle menu before playing the video.



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Frequent Visitor

Re: Subtitles on Amazon prime not working

Once again I’m surprised I’m the only one having this issue but I have at least found a work around. When I go into Amazon video the “subtitles” are missing. I confirm in the subtitles menu along the top that it is selected and then I start the show and hit the down arrow on the remote. I then arrow over to the CC logo at the bottom right and select it. It pauses the show and gives me options to turn subtitles on or off and also font size. Sometimes turning subtitles off and back on works and sometimes changing font size works. May take a couple tries but eventually I can get subtitles. It works fine until the next day and I repeat the process. Shouldn’t have to do this but maybe Comcast will have a fix later.  Feel free to close this thread.

New Poster

Re: Subtitles on Amazon prime not working

Just want to add that I've gone through this issue with my mother for the Prime app on her xfinity box. It is VERY finicky. Sometimes the subtitles appear, sometimes they don't, regardless of whether they are selected at the show/movie level (from the Subtitles menu item.) In one case, we had subtitles turned on, but they would not appear. Clicked the select button (Ok on the xfinity remote,) scrolled right to CC and saw that the language was default. Used that menu to turn subtitles off and then on again. Now it said English and lo and behold, they appeared.

 

So keep working with the various controls for CC/subtitles on the Comcast xfinity app and you will be able to make them appear. Just wish they had a global setting for this that would work without fail.

Regular Visitor

Re: Subtitles on Amazon prime not working

Thanks!  This was very helpful.

Administrator

Re: Subtitles on Amazon prime not working

All,

 

If you use the Amazon Prime App via your X1 set top box you can turn on/off Closed Captioning by following the directions below.

 

Turning Closed Captioning On/Off on your X1 set top Box:

  • When playing any content on Amazon Prime X1 app, click any directional arrow on your X1 remote. This will pull up the "play bar menu"
  • You will notice to the left the symbol "CC". Use your directional keys to highlight that symbol and click "OK" on the remote. 
  • There you will have option on turning closed captioning on/off and options to change the size of the font. Choose your settings and ensure the feature is enabled and then click "Close". 

 

Please let us know if you have any other questions. 


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New Poster

Re: Subtitles on Amazon prime not working

I followed all the suggestions and I can’t get Amazon Primi CC to work.  I go down to the play bar, jump over to the far right for CC, I selected “Turn Subtitles On, then hit Close but it doesn’t work,  when I go back to it again, it shows  the Subtitles are Off.  Can’t seem to get them to stay On.  I tried selecting different fonts but it just won’t stay on.

Official Employee

Re: Subtitles on Amazon prime not working

 Joanm1225, I know how important subtitles are to watching your very shows! Let's get this fixed for you. Please send me a private message with your full name for help. 

Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  
 


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New Poster

Re: Subtitles on Amazon prime not working

Same issue. Very frustrating. Click cc. Chose on for subtitles. Close. No subtitles. Go back in cc. Says subtitles are off. Please post answer. Not DM
Official Employee

Re: Subtitles on Amazon prime not working

Same issue. Very frustrating. Click cc. Chose on for subtitles. Close. No subtitles. Go back in cc. Says subtitles are off. Please post answer. Not DM

Yesanita, I'll need to access an account to begin troubleshooting. If a solution is found, I will post here on this thread! Feel free to send me a private message as well! Happy to help! 


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Regular Visitor

Re: Subtitles on Amazon prime not working

I have done this as instrected but when I press close it returns to the video and no cc

Official Employee

Re: Subtitles on Amazon prime not working

Keeljoy, appreciate you taking the time to let us know about the subtitle issues for you on the Prime app on X1. I got your private message and will follow up with you there. 


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Official Employee

Re: Subtitles on Amazon prime not working

Keeljoy, glad you were able to get closed captioning to work by toggling the box that shows the closed captioning button off and then clicking close! Post again if you need anything else Smiley Happy


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Regular Visitor

Re: Subtitles on Amazon prime not working

Try and Leave the subtitles off and hit close. It solved my problem.

Keeljoy