[Closed] Tracking issues

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karentheaussie_296

• February 09, 2019 00:29

My video won't play smoothly it keeps stopping & starting, with the little tracking circle continually coming on.  Please help it's so annoying

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  barbarachristine80_939

  • February 09, 2019 16:03

  I paid $99.00 to watch these movies commercial free..why am I seeing multiple commercials? 

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  Kristie

  • February 11, 2019 08:50

  Hey karentheaussie_296,

  Sorry to hear you're experiencing such issues.

  If this issue is occurring on the Viki 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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  Kristie

  • February 11, 2019 08:51

  Hey @barbarachristine80_939,

  I’ve just emailed you about this, and we can follow-up there.

  In the mean time, this is a common troubleshooting step you can try when you don’t see Viki Pass benefits after purchasing Viki Pass:
  Purchased Viki Pass but can't see benefits

  Best,
  Kristie

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