viki not letting me in

• Official comment

  

  Michelle (CX)

  February 24, 2021 10:44

  Hello,

  Thank you for writing in to Viki Community Support.

  To make sure this is not a browser issue can you please try the following?

  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. Ensure your browser is up to date.
  5. Close the browser and restart it again.
  6. 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]
  7. If you're using Chrome, Check that you have Protected Content enabled on your browser. [Settings > Privacy and Security > Site settings > Scroll down to 'Protected Content' and toggle the switch to allow sites]
  8. Log back into your Viki account
  9. Try again from another browser (eg. Chrome/Firefox/Edge)

  Are you still experiencing these issues with the video player? If so, can you please provide the following information?

  • Browser version and operating system. Click here to see all related information.
  • Does this occur on all shows? If not, please let me know the specific shows and episodes you're having problems with (ex. "Chicago Typewriter" Episode 2)
  • To check that it's not a device issue - does the same issue occur on your other browsers (eg. Firefox/Edge)?
  • To check that it's not a connection issue - does the same issue occur while you are connecting to another internet network or mobile data?

  Best,
  Michelle

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