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Spanish CC captions not loading

I am testing closed caption functionality of the JWPlayer 7. I am using .srt files for my captions.

Strange enough I can get English and Danish captions to load and also the "no captions" option to work.
But Spanish captions will not load.

So I can only think it would have to do with the different character set Spanish uses but I have tried uploading srt files that are both UTF-8 and Latin Western 1 which makes no difference.

In dev tools I can see that all the language tracks are loading into cache including the Spanish.

In the JW example here: https://support.jwplayer.com/customer/en/portal/articles/1407438-adding-closed-captions
Spanish captions do display on demand, but sadly not with the proper character set, as there is not an upside down question mark in front of the question....

Does anyone have a suggestion what might cause this?

Gustav

18 Community Answers

Up Down

George

JW Player Support Agent  
0 rated :

Hello Gustav,

Please send me a test page replicating the issue as described in the document below:
https://support.jwplayer.com/customer/portal/articles/2186238-troubleshooting-%E2%80%94-creating-a-test-page

The test page must not contain any additional code or CSS, it must only contain the player and concrete steps to reproduce with expected and actual behavior.

Up Down

g...

User  
0 rated :

Hi George
Thank you for your reply.
I am afraid I cannot do that. I am working behind a T-Mobile firewall.
My question is in regard to your player that is licensed to Lexmark/Twistage. We are using Twistage for our hosting needs and implementing your new player.
I am working with Twistage developers on this but they are puzzled as to what causes the error and have not found a solution as of yet.
Is there any other way for you to assist?

Thank you.
Gustav

Up Down

g...

User  
0 rated :

Hi George
I can tell you , however that the Spanish language file downloads readily from the URL where it is posted.
https://api2.twistage.com/videos/5278baee3a9ab/subtitles/es/file.srt

And looks like this:
1
00:00:14,136 --> 00:00:17,366
…cierto, SyncUP funciona como una máquina virtual.

2
00:00:17,366 --> 00:00:18,996
Te ayuda a cuidar tu automóvil

3
00:00:18,996 --> 00:00:21,106
y mantener a tu familia segura cuando anden afuera.

4
00:00:21,196 --> 00:00:22,926
¿Tienes hijos que conducen?

5
00:00:22,926 --> 00:00:24,856
Yo sí. Mi hija acaba de obtener su licencia de conducir hace

6
00:00:24,856 --> 00:00:26,786
unos meses y su hermano menor seguirá.

7
00:00:26,786 --> 00:00:28,486
¡Guau! Felicitaciones.

8
00:00:28,486 --> 00:00:29,866
Estoy segura que ella está disfrutando la


-and so forth...

Up Down

George

JW Player Support Agent  
0 rated :

Hi,

Save the srt file with utf-8 encoding, no BOM, Unix Linebreaks
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish.srt

Up Down

g...

User  
0 rated :

Hi George
Upon looking into this more, I checked out your own example of Closed Captions here:
https://support.jwplayer.com/customer/en/portal/articles/1407438-adding-closed-captions

If you click the link below the video called: "Click here" to enable multiple language and you select Spanish. Go to 00:12 (which is a question) you will see the captions display in Spanish but WITH THE WRONG CHARACTER SET. There should be an upside down question mark in front of the question, and the third letter is a capital A with a tilde above, and the 4th letter is a copy right symbol.
This leads me to believe that the player is not enabled to display the correct Spanish character set, and if it encounters a .srt file encoded that way it just ignores it.

Can you please look into that?

Gustav

Up Down

George

JW Player Support Agent  
0 rated :

Hello Gustav,

How’s this:
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish_captions.html

Up Down

g...

User  
0 rated :

Hi George
I am able to view the video.
There is a CC toggle button but no multiple language options.
Starting around 17:04 English captions start to show up. No Spanish.
The captions do not react to the CC toggling off and on. They stay on.
They seem to be open captions. (part of the pixels)
Gustav

Up Down

George

JW Player Support Agent  
0 rated :

Hello Gustav,

When you specify one caption track, the CC button works as a toggle. Below is a screencap of my screen:
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish.mp4

Up Down

g...

User  
0 rated :

Hi George

That works as intended!
What kind of caption file did you upload?
And did you do anything to enable the Spanish character set?

srt or vtt?


Up Down

George

JW Player Support Agent  
0 rated :

This is SRT, UTF-8, Unix Linebreaks
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish_captions.html

Up Down

Gustav Gaarde

User  
0 rated :

I am also using Srt and UTF-8. Not sure about the line breaks.
The last link you sent has no visible subtitles when I view it.
Do you see subtitles on it?

Up Down

George

JW Player Support Agent  
0 rated :

Yes, that is the page url that the video was shot with.

Up Down

g...

User  
0 rated :

Then something on my end must block the sub titles.

I tried the link on both my work Mac with and without VPN, on my private Mac and on our PC.
Same result.
No captions. In Safari on the Mac I actually saw a drop (up)menu that showed Off Spanish and Unknown CC options but none of them worked.

Soo... how can that be?

Up Down

George

JW Player Support Agent  
0 rated :

Not sure, which browser are you using? Check your network tab

Up Down

g...

User  
0 rated :

Chrome Firefox and the new Firefox Developer Edition on the Mac

In the developer edition the sub titles now show and indicate that they are loading
But not in the other browsers.
They are positioned low and not raising up when the control bar is showing

When I try to download your srt file to have a look at it from
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish.srt
I am getting a file with the same veribage as my srt file snippet I listed above. (nuts...)
Can you post the first couple of lines of the srt file here?

Gustav

Up Down

George

JW Player Support Agent  
0 rated :

1
00:00:14,136 —> 00:00:17,366
…cierto, SyncUP funciona como una máquina virtual.

2
00:00:17,366 —> 00:00:18,996
Te ayuda a cuidar tu automóvil

3
00:00:18,996 —> 00:00:21,106
y mantener a tu familia segura cuando anden afuera.

4
00:00:21,196 —> 00:00:22,926
¿Tienes hijos que conducen?

5
00:00:22,926 —> 00:00:24,856
Yo sí. Mi hija acaba de obtener su licencia de conducir hace

6
00:00:24,856 —> 00:00:26,786
unos meses y su hermano menor seguirá.

7
00:00:26,786 —> 00:00:28,486
¡Guau! Felicitaciones.

8
00:00:28,486 —> 00:00:29,866
Estoy segura que ella está disfrutando la

9
00:00:29,866 —> 00:00:32,106
libertad… y seguramente tu estas disfrutando de las

10
00:00:32,106 —> 00:00:32,936
preocupaciones.

11
00:00:32,936 —> 00:00:33,916
Si. Eso es excelente.

12
00:00:34,036 —> 00:00:36,246
Bueno. ¿Sabías que con SyncUP puedes

13
00:00:36,246 —> 00:00:38,846
¿monitorear la ubicación de todos los vehículos de tu familia?

Up Down

g...

User  
0 rated :

Hi George

Now I am totally confused. You are posting MY caption file about a device that is called SyncUP , which I posted earlier in the thread as an example.
I was hoping you would post YOUR caption file for your movie with the link you posted above. So I could see if yours is configured differently.

Please explain.

Gustav

Up Down

George

JW Player Support Agent  
0 rated :

This is the SRT file, using UTF-8 and Unix Linebreaks
http://qa.jwplayer.com.s3.amazonaws.com/~george/spanish.srt

I’d suggest using TextWrangler:
http://www.barebones.com/products/textwrangler/

At the bottom it specifies the linebreak and encoding:
http://qa.jwplayer.com.s3.amazonaws.com/~george/wrangler.png

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