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[Closed] No image on Sony TV

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shushimi
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I'm not getting any images on my Sony TV. The audio and subtitles are still working though. It was fine a few days ago and the issue happened just today. I've try reinstalling and still it won't work.
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    Lyn

    Hi shushimi,

    Thank you for writing in to Viki Community Support.

    We're so sorry about the video issue on the Viki app on your Sony TV. We'd be happy to assist you in finding a solution to this issue.

    Could you first please try the following:

    1. Uninstall and reinstall the Viki app from your device.
    2. Turn your device off and on again.
    3. Log back in to your Viki account by following the steps here.
    4. Restart your home internet network. For more details: Helpful steps to troubleshoot video issues

    Are you still experiencing these issues with the video player? If so, 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)
    • What's your device and Operating System?
    • What version of the Viki app are you using? You can find it on the app settings.
    • 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 regards,

    Lyn
    Viki Community Team Member

    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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    shushimi
    (Edited )

    Hello Lyn, 
    I have tried all the troubleshooting steps multiple times, and the problem is still there. 
    It is happening for every showthat I have tried to play. My device is a Sony BRAVIA 4K TV. It is running on Android and the Viki app version I am using is 2.17.1. I have also attached pictures of the black screen with subtitles. 

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  • Avatar
    Lyn

    Hi shushimi,

    Thanks for sharing this information.  I created a Help Center ticket about this issue and I'll reach out through there. I will be closing this post to avoid confusion on multiple request.

    Best regards,

    Lyn
    Viki Community Team Member

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