Ignite TV Amazon Prime Video App - Closed Captioning Issues

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I'm Here A Lot
Posts: 5

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

My wife is watching The Terror via Amazon Prime.  The captions are in Dansk, but the CC setting for language is greyed out on Default.  The settings in ignite and in prime are on English, but the captioning comes up in Danish.  I can get the correct captions directly on Amazon Prime through my PC, but not through ignite on the tv.  anyone had this issue and found a fix?

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I Plan to Stick Around
Posts: 59

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

@yyz64   I have had this same issue for months - German subtitles on most shows.  Despite having subtitles off on the main controls, I have to keep turning them off when I start a program.  Only happens when I view Prime via the Ignite box. 

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I Plan to Stick Around
Posts: 88

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

Yes I still get it and occasionally get a black screen  where the app must be exited and reloaded.When I get a black screen I sometimes still get audio and again have to exit the app and reload.I have had a ticket opened here by the mods, if you are having issues you should also pm the mods here and add your voice to the problem(s) with the app.

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I Plan to Stick Around
Posts: 88

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

Ok so I received a call today from someone at Rogers. He claims an update has been made to the app around the weekend and was calling to let me know and find out if the problem has been resolved. Told him I haven't used it in a couple of days so not sure if it's been fixed or not but did address all the problems I have had with the app.I was impressed they actually called so we'll see if it is fixed.So if anyone else still notices any problems  please post here and follow up so we can get this fixed.

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Moderator
Moderator
Posts: 1,089

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

@yyz64, thank you for updating us! I'm glad to hear my colleague was able to address yours concerns with the app. We definitely encourage all users to share their experiences and issues, it provides us an opportunity to work on a swift resolution.

 

 

 

 

RogersZia

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I Plan to Stick Around
Posts: 88

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

So in using the Amazon Prime app which seems to have had the subtitle problem and black screen fixed I have a question.Say you  watch a trailer , when it is over you can press 2 to go to the home screen, 3 to search. There is a back button like a circle with a left turn arrow that seems to be completely unuseable  from the Ignite remote.Or am I missing something?

 

Update: To go back using the Amazon Prime app , it is the LAST button on the remote that works.

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I've Been Around
Posts: 1

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

Still not working today.  We were trying to use Prime on the Ignite box and impossible to get subtitles off.  We had to switch to a PS4 to watch Prime properly.  This is only happening on Rogers Ignite boxes.  I have no issues with subtitles on PS4, Smart TV or PC so I don't see the point with going to Prime for help as suggested as this seems to be a Rogers problem with their app and not Prime's overall service.  Too bad they can't seem to figure it out.

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I've Been Around
Posts: 1

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

I have the same issue with the German cc. Makes no difference whether I turn it off or on in the settings. Indo not have the same issue when using Prime on any of my Samsung TVs.
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Moderator
Moderator
Posts: 1,756

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

Hello, @JKUL33 & @Overl0rd316.

 

Welcome to Rogers Community Forums!

 

I appreciate you both joining this conversation; it's disappointing that the Closed Captioning issue persists for you. Have you tried signing out of the Amazon Prime app and signing back in? This action should result in the Language selection pop-up so you could choose English. 

 

We can look into submitting tickets for you; please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

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I Plan to Stick Around
Posts: 59

Re: Ignite TV Amazon Prime Video App - Closed Captioning Issues

While I am no longer getting subtitles with every program, I am back to getting German subtitles everytime I am watching a program when they start speaking another language - even though subtitles are off.  I have to pause the program and click on CC and turn on the subtitles to get them in English.  (and yes the language is set to English).  Only happens when watching Prime through the Ignite box .