Brand new Sky Stream setup yesterday, but No subtitles are showing despite setting Subtitles ON

[Rob-and-Liz]

Received a brand new Sky Stream system yesterday which we set up as per instructions - this included updating some apps as they were not at the latest level it said during the installation process..

However, we can get NO SUBTITLES displayed (on live TV or recordings) despite having used Settings to set Subtitles ON and three dot key showing subtitles English when looking at a program that also tells us it has HD and S.

Any suggestions please as we are deaf and use subtitles to help us understand. 

[GD1]

@Rob-and-Liz  Are you doing the following steps?

On the remote

1. Press ... (three dots Options menu) button on your Sky remote.
2. Press the Select button to toggle between Off and any available languages.

Or you can also do this in the Accessibility menu:

1. Press Home on your Sky remote.
2. Select Settings then Accessibility.
3. Select Subtitles and press select to toggle the setting between On and Off.

[Mister_Dalek]

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@Rob-and-Liz wrote:

Received a brand new Sky Stream system yesterday which we set up as per instructions - this included updating some apps as they were not at the latest level it said during the installation process..

However, we can get NO SUBTITLES displayed (on live TV or recordings) despite having used Settings to set Subtitles ON and three dot key showing subtitles English when looking at a program that also tells us it has HD and S.

Any suggestions please as we are deaf and use subtitles to help us understand. 

---

Try restarting the puck, either via the settings menu or just turn it off at the wall for a minute or so then turn the power back on and allow it to reboot. 

Doing this often clears issues such as this. 

[Rob-and-Liz]

Dear GD1,

As we said in our post, we have performedboth of these actions.

Thank you. 

[lettice]

As well as above methods above, you can say subtitles on and a subtitles off using your voice remote.

There are some channels that do not offer subtitles on Sky Q or Sky Stream/Glass.

Try Sky news with subtitles turned on and let us know if you are getting subtitles on there.

Can you also please go into Settings>Systems Management>Systems Info and let us know what your Build version and UI version shows there.

I know you have mentioned doing a restart of the puck.

Just to be certain, please perform the following;

Go to Settings>Systems Management>Resets & Updates
Select Restart device.

Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

[Rob-and-Liz]

Thank you Mister_Dalek for the suggestion to power off the puck and try again.  

Unfortunately, this has not worked despite leaving it unplugged from the mains for two minutes.

Upon restarting it we double-chacked to ensure that it still said subtitles ON in settings and

pressing three dots button whilst viewing program showed Subtitles english tick.

Perhaps we have to 'phone Sky Help desk.

[Rob-and-Liz]

Dear @lettice,

Watching Sky News, but no subtitles despite voicing 'Subtitles On' via the remote which fisplayed as 'Subtitles On'.

System Management shows:

Entertainment OS  1.3

Build version  QSO30.528.00P

Hardware model  IP061-ef

Remote control firmware version  5103.4.8

UI version  20.289.030.09

Platform version  7.4p32s1

[lettice]

You are on the latest firmware and UI.

 Sounds an odd one.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

Thanks for escalating this. We’ve sent Rob-and-Liz  an invite to chat.

[Rob-and-Liz · Accepted solution]

@GD1 @Mister_Dalek @lettice @Lisa_P1987

Spoke to Tom from Sky UK on the 'phone yesterday and he talked us through doing a Factory Reset on our puck - even though it was only delivered brand new 3 days ago!

This has fixed the problem and we are now getting subtitles on live TV, thank you all.

Rob-and-Liz