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    Hi debanganana_583

    Thank you for writing to us.

    If you are seeing the You seem to be using a proxy or VPN’ error message on your screen, this means that our system has detected that you are using a VPN, proxy, or "unblocker" service. Our content is available in specific regions and Viki’s Terms of Use prohibit users from using technology or other means to circumvent our content protection mechanisms.

    However, if you see the error message while trying to play content that you believe is available in your region, please try following the steps listed in this VPN troubleshooting guide here.

    If you are still seeing the error message after you’ve disabled proxies, VPN services, or any other internet traffic routing software, please try these troubleshooting steps first to see if it helps solve your issue:

    1. Please submit this report, then try to reset your device. You will be redirected to an external website and by completing the report, you will be sharing your data with external parties.  If you still see this error message, please wait 24 hours from when you have submitted the report before trying to watch again. 
       
    2. Try deleting the cache and cookies of your device as well to see if this helps. For more information on how to do this, please see this FAQ here.  
       
    3. Contact your ISP (Internet Service Provider) to determine why your internet protocol (IP) address is associated with proxy or VPN use.

    We hope this helps!

    Best,

    Nina 

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  • Im having the same issue. Can't watch anything on my laptop. I've followed all the troubleshooting steps and still I can't play the videos. I don't use vpn or proxy. So frustrating. Weird as I can watch with no problems on my phone app which points to an issue on your end. 

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  • Hi tigris6171_513,

    I'm really sorry to read that the troubleshooting steps did not work. Viki has recently engaged a third-party VPN detection partner and we want to assure you that we are not intentionally removing your access to our videos, as long as you do not have a VPN/Proxy service turned on.

    We'd like to confirm the following: 

    • Have you tried waiting 24 hours after submitting this report
       
    • Have tried reaching out to your ISP? We have found that this has helped many users who have faced this issue.

    If you have confirmed that you have tried the above and still face this issue, please reach out to our third-party VPN detection partner here. The team will do a further investigation as to why you are being detected as having a VPN/Proxy.


    Thank you,

    Darl​ 

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  • Hello

    I have waited 24 hours after submitting a report. I still can't play any videos. This is very frustrating issue. 

    Thanks 

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  • Hi tigris6171_513,

    I'm really sorry to hear that the problem is still persistent. 

    • Have tried reaching out to your ISP? We have found that this has helped many users who have faced this issue.

    If you have confirmed that you have tried the above and still face this issue, please reach out to our third-party VPN detection partner here. The team will do a further investigation as to why you are being detected as having a VPN/Proxy.


    Thank you,

    Darl​ 

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  • Problems with your third party provider I would suggest, I don't use a VPN and now have this issue also. I have been using viki for years with no issue and looking on the forums I can see a few people with this issue, asking users to sort it out by contacting their ISP seems ridiculous when it seems to be this third party provider. I will cancel my subscription if this problem persists. 

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  • Hi lewisgilbert84_950,

    Thanks for reaching out to us. 

    We're sorry to know that you're also having this issue. We suggest checking the suggested steps here first: https://bit.ly/3rGpPce. We hope this helps. 

    Best,

    Nina 

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