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[Closed] Screen frozen on video frame

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john_derbyshire1_15
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I have been watching Sunshine of my Life, whilst I’m on to episode 39 i have gone back to complete episode not fully viewed. I was on episode 21 when the app froze on a particular frame and no matter what i do I cant get it to run again. I have powered down and restarted several times and deleted and reinstalled the app twice with no success. Each time I reinstall it gives same fault when the app is loaded.

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    John Rey
    (Edited )

    Hi john_derbyshire1_15,

    Thank you for contacting Viki Community Support.

    In order for us to better assist you, can you please provide the following 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)
    • Does this occur when you use 3G/4G?
    • What's your device and Operating System version?
    • What version of the Viki app are you using? You can find it on the app settings.
    • For Android users, please download the SafetyNet Test and share your results with us.
    • Screenshot of the issue or the error message you see.

    Thank you so much for your help. I'll look forward to your reply.

    Best,
    John Rey
    Viki Community Member

    Note: To respond to this thread, please click on "View the post" in the email notification. Responses to the email notification will not update the thread and are not received.

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    arlenekoike_339

    IPad. Viki standard.

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  • Avatar
    Michelle

    Hi arlenekoike_339

    Thanks for writing in to us with your issue.

    We will be reaching out to you via a ticket on the Help Center shortly so as to gather more information about your device.

    Please help to respond there too as this post will be closed to prevent multiple requests confusion.

    Hope this helps!

    Cheers,
    Michelle

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