the video isnt playing

• Official comment

  

  Michelle (CX)

  January 18, 2021 07:14

  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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  omarabdullahi2005_432

  January 15, 2021 14:14

  same here

   

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  sali_rose

  January 15, 2021 20:33

  same for me too

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  matthew_ibis

  January 15, 2021 20:50

  I have had that problem MANY times on this site.

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  Ahriah

  January 17, 2021 04:21

  Me too.

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  tinydinosaur

  January 17, 2021 08:41

  https://support.viki.com/hc/en-us/community/posts/360052903293/comments/360015210973

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