Fixing problems with subtitles

If your subtitles aren’t working properly, first, make sure that subtitles are turned on and available for the show or movie you’re trying to watch. There’ll be an S in the programme information if subtitles are available.

Need help checking if subtitles are available for a show or switching it on? Check out our guides to Finding shows and movies with subtitles and Switching on subtitles.

Try another programme

Still nothing? Check another subtitled programme to see if they’re working. If they are, there may be a temporary broadcast issue with the show you’re trying to watch.

Key Information

Top tip: If subtitles are missing from an individual programme, you can contact the individual broadcaster. If Sky’s the broadcaster, you can contact us.

Restart your Sky box or turn your Sky Glass/Sky Stream puck off and on again

If subtitles aren't working on any programme:

  1. Press standby on your Sky remote and switch off your box or Sky Glass at the mains.
  2. Wait a couple of minutes, then switch it back on at the mains.
  3. Wait at least 4 minutes, then press standby on your remote to switch your box or TV back on. For Sky Q: wait at least 5 minutes for your screen to go blank, then press Home.

Most features will work straight away, but Search, TV Guide and the Planner may take a few minutes to return.

Once your box or TV has restarted, try the subtitles again. If they’re still not working, check your software version.

  1. Press Home on your Sky Q remote, then select Settings followed by System info
  2. Make a note of the Hardware Version and Software Version
  3. Go to How to check which Sky box you have and check the Software Version listed in the table matches the Software Version on your Sky Q box

If they match, your box is already on the correct software and doesn't need updating. If they don't match, you'll need to complete a software download:

  1. Press Home on the Sky Q remote, then select Settings followed by System info
  2. Select Software version followed by Setup
  3. Select Software Download to begin downloading the latest software
  4. You’ll see the message Software update in progress. Don’t switch off the Sky Q box during the download
  5. When you see the message Software download successful. Your box will complete the installation next time it goes into standby, press standby on the Sky Q remote to turn the box off. The Sky Q box should now restart itself.
  6. Wait for the on-screen instructions to disappear, then press Home on the Sky Q remote.
  7. Check Settings to make sure the Software Version has successfully updated. If it hasn’t’, repeat the software download process.

Once your box has updated, try the subtitles again. If they’re still not working, you can check for a subtitled version of the show in the On Demand section, or contact us for more help.

Check you have the latest software

  1. Press Home on your Sky Glass remote.
  2. Scroll down to the bottom of the home screen and select Settings.
  3. Select System management, then System info. Here you’ll see your software version number.
  4. Check if you’re on the latest software version by going to Sky Glass software updates. If you’re on an old version, run a quick software update.

To run a software update:

  1. Highlight the ‘software version’ and press right.
  2. Select Setup and follow the instructions.
  1. Press Services on your Sky remote, then select Settings followed by System Settings.
  2. Make a note of the Hardware Version and Software Version.
  3. Go to How to check which Sky box you have and check the Software Version listed in the table matches the Software Version on your Sky Q box.

How to update the box software

  1. Press the standby button on your Sky remote.
  2. Switch off and unplug your Sky box and any other connected devices, such as your TV, at the mains.
  3. Press and hold the backup button on your Sky box.
  4. While still holding down the backup button switch your Sky box back on at the mains.
  5. Continue to press and hold the backup button for up to 30 seconds, until you see all four lights on the front panel of your Sky box turn on, then release.
  6. If all four lights haven’t appeared after 30 seconds, repeat the step. If they still haven't appeared, you'll need to book an engineer visit online. Or, if you're in the ROI, you'll need to contact us for more help..
  7. If the lights have appeared, your box is now in download mode.
  8. It should take between 5-10 minutes to download the software. Do not turn off your Sky box or try to watch Sky TV during this time.
  9. When the download has finished, the box will switch to standby.
  10. Wait at least 3 minutes, then press Sky on your Sky remote to switch your Sky box back on.
Key Information
  • Subtitles are now available for On Demand content in the Sky Go app on tablet, mobile and desktop devices. They are not available on live content or in recordings in the Sky Go app, or on consoles. Subtitles are not available in the Sky Kids app, on Ultra HD Entertainment or Cinema content, or on the Sky Store section of the set top box. For more help, read our guide to switching on subtitles.

  • Subtitles are provided by the broadcaster, so you're not able to re-position where they appear on screen.

Please note: Channel 4 content is currently not included, but is coming in 2021. This means that you may see an "S" in the programme details for a show, but if that show comes from Channel 4, the subtitles will not appear. Rest assured, this will be added in the coming months.