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[Closed] subtitles issue

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ms_olivia2002_158
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i choose subtitles but they aren't showing for any episode, i tried to make the font larger and it appeared!!!! but behind the video!

i tried the app on the phone everything is fine.. but i want to watch from the laptop with a bigger screen, and i face this problem in the website.

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    peggyroyster_409
    (Bearbeitet )

    Same problem I posted about Subtitles not showing up in the "Help Center" yesterday Wednesday the 13, I started looking at Korean drama name "New Heart" when I try to go into episode 2 the English subtitles do not show up until track 00:14:49 which mean I am missing what the characters are saying so I can't understand the story drama. before that track. I watch on Roku on TV and my setting are all fine, and I do have the latest Viki App.

    There is no fix yet or answer.

     

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    Michelle (CX)

    Hi peggyroyster_409,

    We're aware of the subtitle issue on Ep 2 of 'New Heart' and our teams are still working on fixing this.

    Currently, we're not able to provide an estimated date for the fix as there are other issues being prioritised. 

    Rest assured that this remains an important issue that we will address in the future, and we will definitely keep you informed once there are any updates on this.

    We appreciate your understanding in this matter. Meanwhile, we suggest watching other titles before coming back to this in the future. 

    Best,
    Michelle‍

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    Michelle (CX)

    Hi ms_olivia2002_158,

    Thanks for writing to us! I'm sorry you're experiencing these subtitle problems on Viki.com.

    To make sure this is not a browser issue can you please try the following?

    1. Log out from your account
    2. Clear your browser cache and cookies How do I clear the cache and cookies on my web browser?
    3. Close your current window, then launch a new window
    4. Log in to your Viki account
    5. Try again from another browser

    Are you still experiencing these issues? If so, please send details of your issue to our Help Center at bit.ly/VikiHelp and we will get back to you as soon as possible.

    • Browser version and operating system. Click here to see all related information — you will get a link with all the information we need. Please share this link with us.
    • The specific timestamp of the issue on The Legends Episode 1 or details of other episodes.
    • A screenshot/photo of the error message or issue.

    Best,
    Michelle

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