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[Closed] Problem to reproduce certain dramas.

 Hi. I'm having trouble watching  kocowa dramas. I can watch any drama chinese, japonese and some in korean,  but those who are from kocowa i just can not. Only the legend appears but the screen is black nd muted. What do i do?. Please answer me.

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  • Hi kaiselinoliveira_552,

    Sorry to hear you're experiencing such issues.

    If this issue is occurring on the viki.com website, please send a issue report for the problem by taking these steps:

    1. At the bottom of the video player, next to the volume icon, go to Settings > Report Video Issues
    2. Check the relevant categories and write any additional details and click Submit. This will automatically send us useful information that will help us debug what might be causing the issue you're experiencing.

    After submitting the report, please let me know.

    Alternatively, if you're experiencing this on a Viki app, please try deleting and reinstalling the app to see if it helps.

    If you continue to experience the same issue, please let us know the following information?

    1. Which Viki app are you on? What is your device model? (ex. Android mobile app on Samsung S8)
    2. The specific episodes for which this is occurring (ex. Time Ep. 2)
    3. Are you getting any error message?
    4. A short video or photo of the error message or issue you're experiencing

    Let me know how it goes!

    Cheers,
    Kristie

    Note: To respond to 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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  • Hello
    Thanks for answering.
    yes, I still can not watch the video of none that is related to kocowa. I've already uninstalled and reinstalled the viki application twice and still can not watch. the screen is completely black with no image and no audio. My app is Android Samsung tab 3 lite 110.

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  • Hey kaiselinoliveira_552,

    Sorry to hear you're still experiencing issues with Kocowa videos after uninstalling and reinstalling the Viki app.

    The issue you’re facing is caused by either one of the two reasons:

    • Connectivity issues with your mobile device and Kaltura
      Solution: Try loading the video again, or try again later.
      We’ve recently partnered with Kocowa TV (a collaboration between three main Korean TV networks - KBS, SBS, and MBC) to bring the best drama viewing experience to our community. Shows that are licensed via Kocowa are served by a video platform company, Kaltura. At times, Kultura might have issues that result in shows being unable to load. We are unable to take any further action on this unless fixed by Kultura.
    • Digital Rights Management (DRM) issues with your mobile device manufacturer
      Solution: Go to your phone Settings > Software Update
      This might resolve the issue in some cases, but in others, it will not, since your mobile device was not built to handle DRM. Known devices include several Samsung models, as well as phones from Chinese brands, though not exhaustive. We are unable to take any further action on this unless fixed by your mobile device’s manufacturer.

    In all, we do encourage you to view the affected episode(s) on another device, say a computer or laptop, since the issue should only affect your specific mobile device.

    Best,
    Kristie

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