I have an Apple TV one. When I watch movies the subtitles stay on screen until they are either replaced by new subtitles or I stop playing the movie and restart it. This has only occurred with recent movies such as The Avengers and Madagascar 3. I understand there was a doubling issue with the Avengers, but I haven't seen any subtitle issues mentioned for other movies. Is anyone else having the same problem?
Apple TV
I have also had subtitle problems on For Your Eyes Only and Casino Royale. The problem was the same as Madagascar 3, Spanish subtitles appearing to translate English Text on the screen. Since the subtitles are not for dialog they are not constant, but they are very annoying when they do pop up.
I have notified Apple each time. They politely apologize and refund my money but the reply is a generic response. As of yet I have been unable to communicate directly with a Supervisor.
I completely agree with that statement. I'm fine with apple after this. I have totally moved on to android and Google TV. Im not going to buy another apple TV.
Done...not fine..sorry about the typo.
Apple's well-informed response to this issue was to e-mail me instructions on how to turn closed captioning on or off. I guess the assumption is that we're idiots. I'm tired of the complete lack of interest in actually investigating and resolving the problem Apple seems to display.
Hi there,
I too have had precisely the same problem with my Apple TV gen 1 (iTunes UK store). Its happened to me on both Argo (rented around 2 March) and Taken 2 (rented around mid-February) but I haven't experienced it previously.
Both times, I have written to Apple customer care and they have refunded the movie which is appreciated.
My one concern is that perhaps Apple have started encoding the captions in a new way which may be supported by newer devices but isn't compatible with the 1st Generation Apple TV. <<< This is only a thought I've had and I'm happy to be told otherwise.
So far this problem does appear to be only with AppleTV Gen 1 units-- waiting to hear from upper level Apple Support. However, in reviewing this thread it appears that many had the problem specifically when renting "Argo"--i also had it with "Taken 2" as you did. At the beginning of the thread the movies at issue were "Madagascar 3" and "The Avengers". I have not seen reference to movies other than these 4 so am wondering if it's just specific to certain movies or if this problem is now occurring with all movies--we haven't rented one since "Argo".
Can others who have commented here please advise if they are having the problem no matter what movie they rent/buy ?
I had the problem with Toy Story 3 as well as Argo on Gen 1 AppleTV.
I have contacted Itunes. They immediately refunded my money for Argo, but were unable to refund Avengers because the rental exceeded 60 days.
They have concluded that I have a hardware issue and gave me a phone number to call.
I will call them today.
Has anyone here actually spoke to apple support and gone through settings to confirm that this is an OS 3.0.2 issue and not something simple in our configuration?
Here is my config:
I've had the problem on several movies: some of the early Bond films, the Avengers, Argo, and a couple of others. Each time Apple has first suggested I don't know how to turn off subtitles and then refunded the purchase. I've yet to have anyone acknowledge there's any problem on Apple's side. After the last incident my wife has declared a ban on Apple products and services ... she's that fed up. BTW, we've never had any problems with Amazon's digital content on any device (PC, tablet, smartphone, Roku or our bluray). Looks like that's where we'll be spending our entertainment $.
Called 1-800 FIXITYOURSELF, I mean 1-800-263-3394 and of course they asked me for an in AppleCare Pay Per Incident code. In Canada that's $59 for Apple TV (1st Gen) Support.
So, do I:
A) pay $59 to have Apple "Understand" my problem
or
B) pay $109 to purchase a new ATV and "solve" my problem
That's the $50 question!
[OR option C) pay nothing...Wait a little while longer and watch the same content on Netflix with my Wii U]
Read the whole thread
I choose option d: use Amazon instant video on roku, my blue ray or pc.
I am having same problem with Life of Pi. Only way I could get it to turn off was to exit and adjust settings and then it would be fixed until the next subtitle appeared. Super annoying.
Just had the same problem on my Apple TV too on Argo, come on Apple please fix this! Have tried changing settings, but is definately an Apple software/data issue not a film issue - if you rewind the subtitles stick in the opposite direction. I havent had this before and havent updated any software, so assume Apple has made some change to introduce this? Makes watching the movie impossible.
I agree, it's incredibly annoying but not as annoying as Apple's response to the problem. Despite having raised the issue many times via e-mail and the evidence on this board Apple seems committed to refusing to admit there's a problem. Their latest correspondance encouraged me to take advantage of their paid support which is nothing short of insulting given the clear evidence the problem is theirs. I understand obsolecence -- if the 1st gen hardware is not fully compatible with their updated content simply let users know and then we can make informed decisions. As it is I won't spend any more money on iTunes content or on Apple hardware; there are too many other options to keep dealing with the annoyance.
Apple did let you know that the 1st gen Apple TV wouldn't be compatible with the future when they declared it no longer supported 18 months ago. Did you just expect it to keep working forever? The fact that we've used our 1st gen ATV this long without issue is incredible given how fast the tech is evolving.
Persistent Subtitles
