you can use some other program to see, where the subtitles come from. If they come from opensubtitles.org - use for example firefox extensions for searching subtitles:
https://addons.mozilla.org/en-US/firefox/addon/6982/
it is possible, that we have wrong name on the server, and you can't find this subtitle by the name, but by the hash you can, and that extension helps you.
let me know if it helped.