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[Closed] App keep's freezing up on ads

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annasor2_9
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I'm not using a browser. I'm using the Rakuten Viki app downloaded from the Amazon app store on a Firestick 4k TV. I've been enjoying Viki programming for about a year and this i's the first time the app freezes after about 5 seconds after an ad starts playing. Need to restart the app for the app to unfreeze, but often after restarting an ad is played and the app freezes up again.

It happens on about 90% of the ads. It doesn't matter what ad. It is bad enough that Viki shows the exact same ad 4 times in a row quite frequently when ads do play, but now it's freezing up every time and it is making it very difficult to watch any series. No show freezes up, only ads. Please fix it!

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    Michelle (CX)

    Hi there,

    Thanks for writing in.

    We're aware that some users are experiencing ad-freezing issues on their Fire TV devices.

    Can you help to please provide the following information to assist with our troubleshooting:

    1. Does this freeze occur on all shows you watch? Please also provide some example movies or episodes with this issue. (Eg. Hotel Del Luna Ep 3)
    2. Can you name or describe some of the ad(s) that caused the freeze?
    3. A screenshot/photo of the ad or ads that are causing this issue. Please let us know if it's multiple ads and what episode you were watching when it happened.
    4. Your Viki app version (On the app, Left Side Bar > Settings > About Viki)

    We look forward to your response.

    Best,
    Michelle

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