If a video on Viki shows a black screen, keeps loading, or won't start, the cause may be the content protection used on some shows. This is especially likely if some shows play fine while others don't.
Follow the steps below to find and fix the issue.
Does This Sound Like Your Issue?
You may be affected if you see any of the following:
- Black or blank screen during playback
- Video keeps loading or buffering
- Playback error message or error code
- Some shows or episodes won't play, but others do
What's Causing This?
Some shows on Viki are licensed from studios that require them to be protected from copying. Two technologies handle this:
- DRM (Digital Rights Management): Protects the show so it only plays on approved apps, browsers, and devices.
- HDCP (High-bandwidth Digital Content Protection): Protects the video as it travels from your device to your screen, such as from a laptop to a TV through an HDMI cable.
If any part of your setup doesn't support this protection, the video is blocked. That's why you may see a black screen instead of the show.
Using an HDMI Cable or External Screen?
Every piece of equipment must support HDCP 1.4 or later. This includes your TV or monitor, plus any adapters, docking stations, or other equipment in between.
Good To Know
- Having an HDMI connection doesn't automatically mean your equipment supports HDCP.
- HDCP issues can also happen when you watch directly on your device, without an HDMI cable or external screen.
Select how you're watching, then try each step in order until the video plays.
If you watch on a TV or monitor connected by HDMI:
- Restart and reconnect: Turn off your devices, firmly reconnect the HDMI cable and any adapters, then turn everything back on.
- Connect directly: Remove any HDMI splitter, switch, docking station, or receiver, and connect your device straight to the screen.
- Swap the cable or port: Try a different HDMI cable or a different HDMI port.
- Test without the external screen: On a laptop, disconnect the monitor and play the video on the laptop screen. If it plays, the issue is likely your display or connection equipment.
- Check HDCP support: Make sure your TV, monitor, and any adapters support HDCP 1.4 or later. Check the manufacturer's specs or see How can I check my HDCP compatibility?
- Try another device: If your equipment doesn't meet the requirement, watch on another device. See Supported Devices.
If you watch in a browser on your computer, without an external screen:
- Refresh the Viki page
- Log out of your Viki account
- Clear your browser's cache and cookies
- Update your browser and operating system
- Close and reopen your browser
- Log back in and play the video again
- If you are accessing Viki on supported Chromium browsers (Google Chrome, Microsoft Edge or Opera) using an HDMI or external monitor, please click here to check the HDCP compatibility while your setup is in place.
- Select the 1.4 option from the dropdown menu and click on the Get HDCP status button.
- Try this step again without connecting to your setup and check if your main device is HDCP certified.
- If the above does not work, try another supported browser.
Using Firefox? Turn on DRM content:
- Open Firefox Settings
- Under General, find Digital Rights Management (DRM) Content
- Turn on Play DRM-controlled content
- Restart Firefox and try again
For more help, see Supported Browsers and Basic Troubleshooting.
If you watch in the Viki app on a phone, tablet, or TV:
- Close all apps, including open apps in the background, and restart your device.
- Update the Viki app and your device’s operating system to the latest version.
- Reopen the Viki app and test.
The most reliable way is to check your equipment's specifications or contact the manufacturer.
If you are using supported Chromium browsers, you can also run a quick check:
- Open the HDCP Detection Test in your browser
- Keep your HDMI cable and external monitor connected, if you use one
- Select 1.4 from the HDCP version dropdown
- Click Get HDCP status
- Check your result in the table below
| Result | What it means |
|---|---|
HDCP is available for 1.0 or 1.4 |
Your browser reports that your current setup supports HDCP 1.4. |
output-restricted |
Your browser detected a restriction. Your screen or connected equipment may not be compatible. |
Important
This test is a troubleshooting guide only. It can't confirm whether your equipment is officially HDCP certified, and results may vary by browser, operating system, and device setup.
Still Having Issues?
If the video still won't play after trying the steps above, contact Viki Support and include:
- Show title and episode number
- Device model and operating system version
- Browser and browser version (if watching on Web)
- Whether you use an HDMI cable, external monitor, adapter, or docking station
- TV or monitor model (if applicable)
- Any error message or error code you see
- A screenshot or screen recording, if available
- Troubleshooting steps you've already tried