Answered

[Solved] My Love From the Star not working on Roku

Hi, we were watching the first few episodes of My Love From the Star but recently (last 3+ days), the episodes will not load on the Viki app on our Roku player. We get an error message that says “Oops! Something went wrong. Please try loading the video later.”

All other shows seem to work fine except this one. And when we load the show on the Viki app or on the computer, it also works fine. Just can’t seem to get it to work on our Roku player anymore.

Can anyone help, please?

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  • Official comment

    Hi there seanat_725,

    So sorry you're facing these issues!

    To make sure this is not app problem can you please try the following on your Roku device?

    1. Log out from your account
    2. Uninstall and reinstall the Viki app from your Roku device. To locate and reinstall the Viki app on Roku, please follow these steps
    3. Turn your Roku device off and on again.
    4. Log back in to your Viki account by following the steps here.

    Are you still having the same issues with the Viki app on Roku?

    If so, can you please provide the following information?

    1. Your current location /region.
    2. Which specific movies or episodes are causing this issue? Please give as many details as possible
    3. A screenshot, picture or short video of the error message or issue.

    I'll look forward to your response!

    Cheers,
    Joshua

    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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  • Hi Joshua,

     

    Thanks for your response! I tried uninstalling and reinstalling the Viki app from our Roku - no luck. I've also tried turning the Roku on and off, as well as logging in and out of my Viki account on the app.

     

    Attached is a picture of the error message.

     

    Some further information as requested:

    1. Current location/region: Virginia, United States

    2. Specific movies/episodes: All episodes from My Love From the Star. Previously, we watched the first 6-7 episodes without any issues. Then all of a sudden, none of the episodes work and they all lead to the same error message shown below ("Something went wrong. Please try loading the video later." This has been going on for several days now without any resolution. We can still watch the show on our computer or on the Viki app on our phones, but for some reason this show does not work anymore on the Roku. All other shows work on the Roku - curiously, just My Love From the Star refuses to load.

    3. See below for screenshot.

     

    Thanks!

    Sean

     

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  • Hi there! 

    We've escalated this issue to our engineers and we'll be in touch once we have an update. Thanks so much for your patience with us! 

    Cheers,
    Joshua

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  • Thanks Joshua - I’ll sit tight and wait for your engineers to figure out what’s wrong. Appreciate it!

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  • Hi Joshua - any updates?

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  • Hi there Sean,

    I'm afraid that we're still working on this issue at the moment.

    Thanks so much for your patience with us! We'll be in touch once this has been solved.

    Cheers,
    Joshua

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  • Hi there!

    We're glad to let you know that this is now resolved! 

    Please log out and log back in to your Roku device before trying again :) 

    Cheers,
    Joshua

    Note: If you're facing issues with the drama 'Blood', please know that we're still fixing the issues for that title.

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