No subtitles - even after power cycle

[Mark_Kaye]

I just moved from Sky Q to Sky Stream and have 2 pucks. I have gone to settings and turned on subtitles but nothing is appearing. I can use my Sky Go on iPad and get them but not on either puck. I have done the power cycle on them both but nothing at all. If I use the apps like ITV or iPlayer I get them on the catch up but not anything on Sky channels live or any other, even when they are showing on same program on iPad.

i did do a software update and it is showing as a later version than the website shows. So wondering if this is a very new update and has issues. QS024.012.00P (the website says QS024.011.00P) and entertainment os is 1.2

any ideas as I can't watch with out it

[Mr+Flibbles+86]

Hi there @Mark_Kaye, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mark_Kaye]

I fixed it by doing the following

1. Turned off subtitles in settings (not sure it makes a difference)
2. factory reset the box (drastic as I had set up all my apps by then)
3. set up the box again
4. went to a channel and turned on subtitles and it worked
5. went to another channel (no subtitles as not turned on in settings yet)
6. went to settings and turned it on
7. all fixed
8. repeated for my other pucks