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Cannot get subtitles when using amazon prime video

Customer Question
Cannot get subtitles when...

Cannot get subtitles when using amazon prime video (internet). no problem when using cable.

Technician's Assistant: What device are you trying to connect?

Sony 60" 4k smart tv

Technician's Assistant: What's the brand and model number of your TV? How old is it?

Sony. 4 months old. 60" 4k smart. Do not have model number; I guess it is on the back which I cannot get to.

Technician's Assistant: Does the TV menu work? Do you have the same problem on all sources/inputs?

TV menu works just fine. I have no problem when using cable. Only with internet apps. I do not subscribe to Netflix so do not know whether it would work, but with Amazon prime video and YouTube, I cannot get subtitles with any setup settings.

Technician's Assistant: Happy to help. Want a weekly JustAnswer email to help with other issues? If so, what's your email address? And if you'd still like to talk to the TV Expert, I'll connect you shortly.

Customer:***@******.***

Technician's Assistant: Anything else you want the TV Expert to know before I connect you?

That's it.

Submitted: 7 months ago.Category: TV
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Answered in 13 hours by:
1/19/2018
TV Technician: Ronald Brock,
 replied 6 months ago
Ronald Brock
Category: TV
Satisfied Customers: 140
Experience: Contractor for Time Warner Cable at The Fenix Group
Verified

Hello, my name is ***** ***** I will be assisting you with your question today. one question to help with the troubleshooting process, are you using the closed caption setting that is on your tv to get the CC or are you using the option that is within amazon prime video?

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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