Helpful steps to troubleshoot video issues

This article contains instructions on how you can troubleshoot when you face video issues, such as long buffering times or low video quality when watching Viki. Completing steps 1-4 below will resolve most video issues. 

1. Restart your home internet network

For this step, make sure to leave your computer powered off and ALL of your home internet network equipment unplugged as a group for about a minute before plugging each device back in one by one.

  1. Turn off your computer, TV app or mobile device

  2. Unplug your modem (AND your wireless router, if it's a separate device) from power for 30 seconds

  3. Plug in your modem and wait until the indicator lights are back to its normal state.

    Note: If your router is separate from your modem, plug your router in after your modem is it's normal state and wait until the router's indicator lights are back on.

  4. Turn your computer, TV app or mobile device back on and attempt to watch Viki again.
2. Connect your computer or TV app directly to your modem

If resetting your home network does not work, try connecting directly to the modem and/or router with an Ethernet cable. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.
  1. Turn off your computer or TV app

  2. Plug your computer directly into your modem and/or router directly by using an Ethernet cable

  3. Unplug your modem from power for 30 seconds, then plug it back in and wait until no new indicator lights are blinking on

  4. Turn on your computer or TV app and attempt to watch again

If this step gets you streaming again:

  • It's likely that the router itself is the source of the problem.
  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • You may want to check with your equipment provider to make sure your modem and Internet service is functioning as intended.

If you were unable to complete this step:

  • If there's no way for you to directly connect your device to your modem, it's okay to skip this step. 
3. Restore your Internet Service Providers' (ISP) default settings

If you've modified your device for custom connection settings, we recommend using your Internet service provider's default settings.

If you are connecting with a Virtual Private Network (VPN), disable it and connect directly with your home Internet.

If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically.

If you are unsure how to complete any of these steps, reach out to the manufacturer of the device or your ISP for more assistance.

4. Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, try some or all of these steps to improve your wireless connectivity:

  • Move your router to a new location to improve signal strength--you'll usually see better reception throughout your home if the router is in a central location.
  • Wireless interference can cause big problems when trying to connect over Wi-Fi. Cordless phones, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that's hidden behind it.

What should I do next?

If the above steps do not seem to help with your video issues, please contact your Internet service provider (ISP). If the issue is not with your ISP, reach out to us here.

Was this article helpful?
246 out of 1835 found this helpful



Article is closed for comments.