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[Closed] The Master Plan - can't resume watching

Hi, yesterday I was watching movie "The Master Plan" (https://www.viki.com/movies/37750c-the-master-plan). I stopped in the half and when I wanted to start again I found this message on the screen:

"Oh no! Something went wrong.

Please try refreshing this page. If the problem persists, check out the Viki Status page."

Today I tried again, but I still can't watch this movie and the message is the same. The Master Plan is available in Poland and I have viki pass standard.

Can you fix this problem?

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  • Comentario oficial

    Hello merry_reaper,

    Thank you for writing in to Viki Community Support.

    We're 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 - Basic Troubleshooting
    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 screenshot or screencast of the error message or issue
    • Your internet speed. Please share with us the download speed by going to this website.

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

    Best,

    Darl

    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,

    thank you for your help, I didn't try point 1) "Restart your home internet network." but it only works for now if I'm using firefox (normally I work on chrome). After trying point 3) "Clean the cache and cookies on your browser." for a few minutes I could watch this movie, but when I stopped to write a message to you it went to point zero, so for now firefox will be the solution to this problem. Although it's weird that only this video doesn't cooperate with me :) 

    Once again thank you for your help, I'll see if later it will still work on firefox.

    With best regards,

    merry_reaper

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  • Hello merry_reaper,

    Thank you for getting back to us!

    We appreciate you doing the steps we've provided.

    Should you experience issues again, it's highly recommended that you provide us with an answer on the 5 items listed above so that we can help you further. 

    Have a great day!

    Best, 

    Darl

     

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  • Ok, I will remember about it :)

    Thanks again and have a good day!!!

     

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