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no sound

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goldennoirin01_806
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sound suddenly disappeared on all shows - using lenovo machine - all other networks working with sound on machine - logged out and signed in again - but still no sound

would be grateful for help

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    John Rey

    Hello goldennoirin01_806,

    Thank you for writing into Viki Community Support.

    I'm sorry you're experiencing issues with the web video player.

    To make sure this is not a browser issue can you please try the following?

    1. Restart your home internet network. For more details - Helpful steps to troubleshoot video issues
    2. Log out from your account
    3. Clean the cache and cookies on your browser. - How do I clear the cache and cookies on my web browser?
    4. Ensure your browser is up to date.
    5. Close the browser and restart it again.
    6. If you're using Firefox, check that you have DRM enabled. [Menu > Preferences > Scroll down to 'Digital Rights Management (DRM) Content' and check the box to play DRM content]
    7. Log back into your Viki account
    8. Try again from another browser

    Are you still experiencing these issues with the video player? If so, can you please provide the following information?

    • Go to any affected video > video player settings > click 'Report Video Issues' and submit a report. This will allow us to obtain some information on the backend to debug the issue.
    • Are you using a VPN or proxy?
    • Browser version and operating system. Click here to see all related information — you will get a link with all the information we need. Please share this link with us.
    • A screencast of the error message or issue
    • Your internet speed. Please share with us the download speed by going to this website.
    • Your console log and network HAR file. For more information on how to locate these, click here.

    Thank you so much for your help. I'll look forward to your reply.

    Best,
    John Rey
    Viki Community Support

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