Ignite Streamer Box Get Stuck in a Loop

[beerleaguehero]

I need closed captions and audio both, so we had it set up for both for the past ~6 months. About a month ago, the captions started turning themselves off. When we turn them back on, it plays about 3 seconds of something live with captions and audio, but then skips immediately back and plays the same 3 seconds over and over with about 1 second delay between them until you turn the tv off. There’s no other way to stop it other than resetting the box. We can “refresh”, but the version to hard reset keeps saying “this is not available right now”. It will go a couple days with captions and audio working, then it’ll act up again. When it is stuck in this 3 2nd Loop, both audio and captions work. However, if we toggle captions on and off again, we either get captions and no audio or the 3 second loop glitch. If we turn captions off, audio works, but we can’t see captions obviously. TL/DR: at least half the time, we can either have captions with no audio, audio with no captions, or both but you can only watch a 3 second loop that repeats indefinitely. Help!

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[RogersJermaine]

Hi @beerleaguehero,

Welcome to the Rogers Community Forums, and thank you for your post! 

That is a strange issue that you have presented, but we can certainly go through some further steps to try to get this resolved for you. First, if you can let us know some more details regarding the issue. Are you noticing this issue occurring on multiple channels, or is it only happening on one channel? Do you have another Ignite Entertainment box at home? And are you seeing this issue with that as well?

We look forward to your reply.

RogersJermaine

[beerleaguehero]

Thanks so much! It happens on every channel. We only have the one Ignite streaming box, too. Looking forward to your thoughts!

[RogersZia]

@beerleaguehero we may need to complete some troubleshooting on our end to see what may be causing this issue. Please click here to send us a PM @CommunityHelps! 

RogersZia