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prisonerdrw's profile

New Member

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8 Messages

Wed, May 25, 2022 10:21 PM

Close Captioning/Subtitles Stopped Working

I upgraded my equipment in November and received a HR54 with other devices.

Since I have received the HR54, the Close Captions and DirecTV Subtitles gradually stop messaging after about a week, resetting the box (and the entire network of the house) is the only way to fix the CC/Subtitle issue, although the CC/subtitles starts acting up again after 7-10 days.

I made 2 videos, showing the same 20 seconds of a TV show with the closed captions on.

Video from HR54: https://youtu.be/jS1pKgzMdJ0

Video from C61R2-500: https://youtu.be/SZ6u600Nqx8


Again, resetting the box only fixes the problem for 7-10 days, so please provide me with a better option than that.

Update: HR54 isn't showing any CC/subtitles on some channels, especially my local stations.

C61R2-500 shows CC during programming.

Accepted Solution

goldw1800

ACE - Professor

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1.8K Messages

4 m مضت

I suggest using your remote on the hr54 --Menu -Search- (TYPE) CLEARMYBOX- Search -then search all -your receiver will reboot and reload all the software plugins that may be corrupted --It will then take 24 to 48 hours for your full guide info and vod to return--However your CC will be working 

DIRECTVhelp

Community Support

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16.4K Messages

4 m مضت

Hello @prisonerdrw we want to help sort out this situation for you.

 

Let's meet in a Direct Message to take a closer look on your Closed Captioning. Please check you DIRECTV Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums)

 

We'll be waiting for you!

 

Juan, DIRECTV Community Specialist

New Member

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8 Messages

4 m مضت

Well, Alejandro was worthless. Doesn't respond for 20-30 minutes.

Let's get the beginner steps out of the way.

1) I turned the CC/Subtitles on and off many times.

2) Resetting the box will only fix the problem for 7-10 days. Then every other line will not appear. After about a day of that there will be NO CAPTIONS at all.

3) I've had this problem with this receiver since we got the box, so I've had to do this at least 15 times in the 7 months I've had the receiver.

4) Should I just get a replacement box or what?

DIRECTVhelp

Community Support

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16.4K Messages

4 m مضت

@prisonerdrw

Your time is valuable for us, and we want to help you get this resolved as soon as possible. We've sent you a Direct Message, we're waiting for you there in order to verify if the troubleshooting worked for you. If not, we will work on different options to fix this.


David, DIRECTV Community Specialist



New Member

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8 Messages

4 m مضت

Okay, the CLEARMYBOX seems to work, but I'm going to wait until next week to see if the CC/Subtitles act up again. Just to be sure.

goldw1800

ACE - Professor

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1.8K Messages

4 m مضت

you will be fine until the next national software is released (whenever) that happens --It may or not corrupt the software files on download --if it does --CLEARMYBOX will fix it 

DIRECTVhelp

Community Support

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16.4K Messages

4 m مضت

Thanks for confirming that it is working now @prisonerdrw.

 

Do not hesitate to reach us back next week, in case something happens. 

 

We'll be happy to help.

Camila, DIRECTV Community Specialist 

New Member

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8 Messages

3 m مضت

Sorry for not responding earlier, but the captioning works fine now, only problem is with my local CBS station, but that's on them. Thank you.

New Member

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8 Messages

2 m مضت

Apparently now I have to reset the box every month rather than every week.

Better? Maybe.

Probably should get a new box.

detuch254

ACE - New Member

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2.1K Messages

2 m مضت

Yes, as long as the HR54 is reset every once in a while, it should be fine. Although, your HR54 shouldn’t have to be reset every week for closed captioning issues. To confirm, does closed captioning still not work on your HR54 every month? Or is it just the CBS station? If just the CBS station, that’s on them and not DIRECTV or your equipment. Furthermore, it’s unlikely that getting new equipment would fix a closed captioning issue on one station.

Obviously, since this behavior of your HR54 is not technically normal, you can ask for a replacement. If they offer the HS17, be aware that your recordings from the HR54 will not be transferred. Also, the HS17 forbids any standalone HD or HDDVR receivers (i.e. HR24 and H25) and any current ones on your account will be replaced with Genie mini clients (wired or wireless).

New Member

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8 Messages

2 m مضت

Is I said in earlier posts, the close captioning/subtitles, would work for a certain amount of time (once a week before, now apparently a month after using the "CLEARMYBOX" option). After that time, first the cc would catch every other line, then after 24 hours, no cc at all.

Again, resetting fixes the problem, but it is apparently no permanent solution for this box.

At least it's once a month instead of once a week, I guess.

TexasBrit

ACE - Expert

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13.8K Messages

2 m مضت

A few other people have reported the same problem, but most people don't have it. First thought would be a software bug, but we all run the same software. Probably not a hardware problem either. My first thought it that there is something wrong with the closed caption stream for one station that is affecting the ongoing operation of the closed caption software.  Maybe it's one of your locals, that's why very few people have this problem.

New Member

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8 Messages

1 دقيقة مضت

Okay, I would not recommend CLEARMYBOX, since the last two times I used it, the next day after I power it on, the receiver has to reset and update. CLEARMYBOX may be clearing updates. So standard resets from now on I guess.

goldw1800

ACE - Professor

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1.8K Messages

1 دقيقة مضت

@prisonerdrw

If that is the case you have other issues with your system --Post your sat signals 99, 101,103


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