Transcript help

Hello all, 

I am having trouble adding transcript to my designs now, when previously I did not. 

I  understand that to add transcript you need to add CC and turn on accessibility, which I am doing, however the icon for the transcript is just not appearing. 

I thought I was going mad so checked an old piece that had transcript on, put it into preview and the transcript was there. When I toggled it off, the transcript button disappeared. 

I have also tried 360 and 64bit, but nothing is working. This is a requirement for my company, can anyone help?