Basic Troubleshooting

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

Web 

Log out and log back in

  1. Click on your profile picture on the top-right corner of the Viki homepage.
  2. Select Log out from the drop-down menu
  3. Now, click Log in at the top-right corner of the Viki homepage.
  4. Select the appropriate login method

Clearing your cache and cookies

Comprehensive instructions on how to clear your cache can be located here.

Log in to Viki from another browser and try again

Compatible browsers can be located here.

iOS

Log out and log back in

  1. Tap on Me on the bottom right.
  2. Tap the three-dot icon at the top right.
  3. Scroll down and select Log out.

Restart your device

More information to restart your device can be found here.

Reinstall the app

With all the apps and OS updates we install on our phones, rare interactions can cause conflicts. To reduce the possible conflicts, do reinstall the Viki app.

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

Get the latest version

To ensure 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 Apple App Store. 

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 > General > Storage and iCloud Usage.

          
Android

Log out and log back in

  1. Tap on Me on the bottom right.
  2. Tap the Setting icon at the top right.
  3. Scroll down and select Log out.

Restart your device

Press and 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.

Reinstall the app

With all the apps and OS updates we install on our phones, rare interactions can cause conflicts. To reduce the possible conflicts, do reinstall the Viki app.

On your Android Device, hold your finger on the app icon until it wiggles. Tap the Uninstall button.

Get the latest version

To ensure 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.

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.

Roku 

Troubleshooting steps for Viki on Roku

  1. Log out of your Viki account.
    • On the sidebar panel, go to 'Settings'.
    • Select 'Log Out'.
  2. Uninstall the Viki channel.
    • Learn how to do this here.
  3. Re-install the Viki channel.
    • Learn how to do this here.
  4. Restart your Roku.
    • To restart your Roku player, go to Settings > System > System restart. To restart your Roku TV, go to Settings > System > Power > System restart. You can also unplug the Roku device from the power source, wait a few moments, and then reconnect it.
  5. Log back into your Viki account by following the steps here.

Subtitles

If you face subtitles issues with Viki on your Roku, please make sure the closed captions settings have been turned on. Learn how to change your subtitle settings here.

Note: When subtitles for video don't appear or are incomplete, the community has not finished with the subtitling yet. You can check if a video has been entirely subtitled by referring to the subtitle completion percentage at the bottom of the video thumbnail. 

What should I do next?

If you're still facing issues after following the above steps, you may reach out to us here.

Apple TV

Troubleshooting steps for Viki on Apple TV

  1. Log out of your Viki account.
    • On the Viki homepage, go to 'Settings'.
    • Scroll down and select 'Log out'.
  2. Uninstall the Viki app.
    • Learn how to do this here.
  3. Re-install the Viki app.
    • Learn how to do this here.
  4. Restart your Apple TV.
    • Learn how to do this here.
  5. Log back into your Viki account by following the steps here.

Subtitles

If you face subtitles issues with Viki on your Apple TV, please ensure that you have switched on your subtitles and set it to your preferred language. Learn how to change your subtitle settings here.

Note: When subtitles for video don't appear or are incomplete, the community has not finished with the subtitling yet. You can check if a video has been entirely subtitled by referring to the subtitle completion percentage at the bottom of the video thumbnail. 

What should I do next?

If you're still facing issues after following the above steps, you may reach out to us here.

Android TV

Troubleshooting steps for Viki on Android TV

  1. Log out of your Viki account.
    • On the sidebar panel, go to 'Settings'.
    • Select 'Log Out'.
  2. Uninstall the Viki app.
    • Learn how to do this here.
  3. Re-install the Viki app.
    • Learn how to do this here.
  4. Turn your Android TV off and on again.
  5. Log back into your Viki account by following the steps here.

Subtitles

If you face subtitles issues with Viki on your Android TV, please ensure that you have switched on your subtitles and set it to your preferred language. Learn how to change your subtitle settings here.

Note: When subtitles for video don't appear or are incomplete, the community has not finished with the subtitling yet. You can check if a video has been completely subtitled by referring to the subtitle completion percentage at the bottom of the video thumbnail. 

What should I do next?

If you're still facing issues after following the above steps, you may reach out to us here.

Fire TV

Troubleshooting steps for Viki on Fire TV

The same troubleshooting steps apply to all supported Amazon Fire TV devices.

  1. Log out of your Viki account.
    • On the sidebar panel, go to 'Settings'.
    • Select 'Log Out'.
  2. Uninstall the Viki app.
    • Learn how to do this here.
  3. Re-install the Viki app.
    • Learn how to do this here.
  4. Restart your Fire TV.
    • Learn how to do this here
  5. Log back into your Viki account by following the steps here.

Subtitles

If you face subtitles issues with Viki on your Fire TV, please ensure that you have switched on your subtitles and set it to your preferred language. Learn how to change your subtitle settings here.

Note: When subtitles for video don't appear or are incomplete, the community has not finished with the subtitling yet. You can check if a video has been completely subtitled by referring to the subtitle completion percentage at the bottom of the video thumbnail. 

What should I do next?

If you're still facing issues after following the above steps, you may reach out to us here.

Facing Video Issues?

Restart your home internet network

  1. Turn the power of your modem and/or router off. Then, after 2 minutes, turn the power back on.
  2. Wait for the Power and Internet LED lights on the router to turn green and stable.
  3. Restart your computer, TV app, or mobile device and attempt to watch Viki again.

Connect your computer or TV directly to your modem via LAN cable

  1. Turn the power of your modem and/or router off. After 2 minutes, turn the power back on. Wait until no new indicator lights are blinking on
  2. Connect only one computer/TV to your router with a LAN cable. Disconnect all other devices on a wired or wireless connection.
  3. Restart your computer, TV app and attempt to watch Viki again.

If this step gets you streaming again:

  • The router itself is likely the source of the problem.
  • 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 ensure your modem and Internet service are functioning as intended.

Restore your Internet Service Providers' (ISP) default settings

  • If you've modified your device for custom connection settings, we recommend using your ISP'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.
 

Improve your Wi-Fi signal

    • 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 and elevated location.
    • Move devices such as cordless phones, microwave ovens, or other wireless devices near your router away. Such devices might cause wireless interference.
    • Check the other devices connected to the network. If too many devices are connected or on bandwidth-heavy activities like video streaming or downloading large files, your internet speed can be affected.

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:

  • Your Operating System; you can find this here: whatsmyos.com/
  • Your browser version; you can find this here: whatbrowser.org
  • The specific shows and episodes where the problem occurs
  • Screenshots or video recordings of the problem
  • Your email address tied to your Viki account
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