Closed captions disappear after each marker

[sofla_diyer]

Hi all,

I usually use the default playbar and have never had any issues with closed captioning. However, for my current project I'm using custom navigation buttons for the first time and have been trying to figure out how to get closed captioning to work the way it does with the default playbar.

I'm using a button with a conditional action that checks the value of cpcmndCC, and sets it to either 1 or 0 depending upon the value to show/hide closed captions. The problem I'm having is that the closed captions display when the button is clicked, but they immediately disappear when the subsequent audio marker is reached in the timeline. For example, the audio for one slide might be broken into 3 sections of closed captioning. When I hit the CC button, the first section shows up, but when the second section should display, the CC box disappears. I can hit the button again and see the second section, but then when the third section should appear, the box disappears again.

I've tried researching the issue but haven't come across this particular problem with a solution anywhere. Hopefully this is a simple fix! Can anyone suggest what I'm doing wrong?

Thanks!

[Lilybiri · Accepted solution]

Is this version 2017? It is a bug but you can ask for a hot fix.

[sofla_diyer]

It is, thank you!

[sofla_diyer]

Unfortunately I chatted with Adobe support for an hour (including screen sharing to show the issue) but had no luck, and I was told there is no hot fix. I'm wondering what's up since I came across a different thread on this site with a similar closed captioning issue and several users said they also received a hot fix upon request. Weird.

Now I'm waiting on support to research the issue and get back to me.

[RodWard]

Not all Adobe Support people have the same level of knowledge.  Hopefully they will find the solution.

As far as I am aware, the known issue in Cp2017 with the Closed Captioning turning off after each slide was for HTML5 output.  Is that what you are publishing to?

[sofla_diyer]

Hi Rod, yes I'm trying to publish for HTML5.

[Lilybiri]

Hot fix was created at least 6 months ago for the situation you described: custom toggle button for CC. I have it installed, will try to put you in contact with someone from Adobe team.

[sofla_diyer]

As always, Lilybiri, I appreciate your help!

[Mayank_Meh]

Hi There,

I have sent you the PM with the hotfix. Please follow the steps and let me know in case of any issues.

Regards,

Mayank

[kathyh6774382]

Could you please send me instructions for the hot fix? I am experiencing the same issue with my CC advanced action.

Thank you.

[Lilybiri]

No need for that hotfix anymore. Just install the patch (Help, Updates) to go to 10.0.1..285.

[kathyh6774382]

Thank you so much!

[Lilybiri]

You're welcome.

As a moderator, may I beg you not to inert your personal credentials? This is a public forum, too dangerous. I just took out everything.

[kathyh6774382]

Will do.  Did not realize I had done that.

[kathyh6774382]

Correct.

[kathyh6774382]

Could someone please send me information on the hot fix? We tried the patch to update the issue, but are still experiencing the problem with the CC.

Thank you.

[sofla_diyer]

Thanks all for commenting, the hot fix did indeed correct the problem! Thanks for sending that, Mayank_M.