Basic Troubleshooting

This article contains information on how you can perform basic troubleshooting steps when you encounter issues on Viki.

1. Log out and log back in

  • Click on your profile picture on the top-right corner of the Viki homepage.
  • Choose Log out from the drop-down menu
  • Now, click Log in at the top-right corner of the Viki homepage.
  • Choose Log in with Email from the menu
  • A new page should open, where you can enter your Email or Username and Password in the appropriate fields

2. Clearing your cache and cookies

For comprehensive instructions on how to clear your cache, please visit: How do I clear the cache and cookies on my web browser?

3. Log in to Viki from another browser and try again

Sometimes, using a different browser, such as Google Chrome or Mozilla Firefox might help to resolve the issue.

What do I do next?

If the steps above don't fix the problem, please let us know here! Always be sure to include a very detailed description of the problem, including the following information:

  1. Your Operating System; you can find this here: whatsmyos.com/
  2. Your browser version; you can find this here: whatbrowser.org
  3. The specific shows and episodes where the problem occurs
  4. Screenshots or screencast or even short videos or pictures of the problem
  5. Your current location

Make sure you include the email address you use to login to Viki and any other information you believe would be helpful to resolve your issue.

1. Log out and log back in

  • Tap the Me on the bottom right.
  • Tap the Settings icon at the top right.
  • Tap Logged in as username and Log Out.

2. Uninstall the app

With all the apps and OS updates we install on our phones, there can be rare interactions that cause conflicts. By uninstalling and reinstalling an app, you can make sure that updates to your phone and other apps are not affecting it.

Hold your finger on the app icon until it wiggles, tap the X that appears in the corner, and then tap Delete.

3. Turn the device off and on

If all else fails to resolve a problem, restarting your iOS device may indeed be the way to go. Usually, you can hold down the power button until you are prompted to turn off the device.

4. Check your storage capacity

Ensure you have ample storage capacity. Being too close to your storage limit can affect your device’s performance. To check your current storage capacity on iOS, navigate to Settings > GeneralStorage and iCloud Usage.

5. Get the latest version

To make sure you have the most recent features and performance improvements, always download the latest version of the Viki app. The latest versions are always available on the iTunes App Store. 

1. Log out and log in

  1. Tap the Me on the bottom right.
  2. Tap the Settings icon at the top right.
  3. Tap Logged in as username and Log Out.

2. Get the latest version

To make sure you have the most recent features and performance improvements, always download the latest version of the Viki app. The latest versions are always available on the Google Play store.

3. Uninstall and reinstall the app

With all the apps and OS updates we install on our phones, there can be rare interactions that cause conflicts. By uninstalling and reinstalling an app, you can make sure that updates to your phone and other apps are not affecting it.

On your Android Device, Go to the Settings menu > Apps or Application manager > Choose the app > touch Uninstall.

4. Turn the device off and on

If all else fails to resolve a problem, restarting your Android device may indeed be the way to go. Usually, you can hold down the power button until you are prompted to turn off the device. Check the instructions for your device model if that doesn't work.

5. Check your storage capacity

Ensure you have ample storage capacity. Being too close to your storage limit can affect your device’s performance. To check your current storage capacity on Android, navigate to Settings > Storage.

What do I do next?

If you're still facing issues after performing the above steps, you may need to perform some troubleshooting steps on your home network. To find out more, please visit: Helpful steps to troubleshoot video issues

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