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MANY videos and previews won't load

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matthew_ibis
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I have had a Viki Pass Plus subscription since 2018. This has always been a problem but I'm finally frustrated enough to post. On MANY videos and previews even though the progress bar at the bottom of the screen shows that the video has finished loading or is mostly loaded the 'circle' in the center of the screen just keeps spinning and the video never starts. (The longest I have been willing to tolerate this is 10 minutes.) I have tried the suggestions from the generic Help section. I have turned off my anti-virus programs - I don't like doing that and I shouldn't have to. I know there can't be one solution for every computer configuration but since this only happens on Viki there seems to be a problem here since some videos play full-screen very well. I am using Firefox 72 on a Windows 7 Professional computer and a DSL modem. Thank you for your attention.

 

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    Michelle (CX)

    Hi all,

    We're sorry that you're experiencing issues with the web video player.

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

    1. Restart your home internet network. For more details - Helpful steps to troubleshoot video issues
    2. Log out from your account
    3. Clean the cache and cookies on your browser. - How do I clear the cache and cookies on my web browser?
    4. Close the browser and restart it again.
    5. If you're using Firefox, check that you have DRM enabled. [Menu > Preferences > Scroll down to 'Digital Rights Management (DRM) Content' and check the box to play DRM content]
    6. Log back into your Viki account
    7. Try again from another browser (eg. Chrome/Firefox/Edge/Safari)

    If you're still experiencing the same issue after, please comment and share with us:

    • Does this issue occur on all browsers you have?
    • If you are using Firefox browser, have you selected the DRM check box?
    • Your internet speed. Please share with us the download speed by going to this website.

    We will follow up via a ticket on the Help Center after.

    Thank you,
    Michelle

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    tinydinosaur

    Hi,

    at the end of the progess bar, does it show you 00:00/00:00 or will it show you the actual length of the videao (e.g. 00:00/45:00)? If it's only showing zeros we might have the same issue (and a lot of others, too!)

    I've commented here already: https://support.viki.com/hc/en-us/community/posts/360051744434/comments/1500000197802

    Are you able to open your web console(on Firefox click the three lines -> web developer -> web console) and reload the video page to see what it`s returning? Look out for red (or yellow) error messages that say "Cannot play media. No decoders for requested formats: [...]". Alternatively you can try the console and look at the HTTP request itself if there's any other issue than missing codecs.

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    matthew_ibis

    The progress bar is 'filled in' showing that the video is ready but at the end it does indicate 00:00/00:00. The yellow error message that is displayed twice when I open the web console as you suggested is "onmozfullscreenerror is deprecated".

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