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Increasing Frequency of Video Play Back Problems

Hi

I'm usually pretty patient when it comes to video playback issues on Viki because it only used to happen every once in a while. But over the past week I have had increasing issues with playback. Videos would take a long time to load, and once they had loaded and I started watching they would suddenly start buffering and would buffer for so long that I would have have to go back to the show page and re-enter the episode I was watching. Tonight was the most annoying... As my video kept crashing or taking a long time to load. I've been using Viki for nearly a year and a half now and have never had these issues before. I have tried opening Viki on two browsers (Safaria and Chrome). 

I have also found that even just entering onto the Viki webpage takes longer than usual. And that even when the page has opened, it does not load fully. 

All this happens mostly on the webpage. I rarely have issues on the android app until tonight... After the webpage kept crashing or freezing, I decided to watch on the app. The app does not allow me to chrome cast onto my tv (I have seen that there are supposed problems surrounding this already). The episode that I was trying to watch this evening crashed twice within 5 minutes. 

I have attached some pictures of what my screens looked like in these moments. 

I am incredibly disappointed that I am experiencing these issues at an increasing frequency and I use Viki a lot and have never had so many issues before.

Please let me know if there is something I can do on my side to potentially fix these problems.

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    Hello graciepie1250_964,

    We're sorry to know 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. Log back into your Viki account
    7. Try again from another browser. Viki supports the following browsers: Google Chrome, Mozilla Firefox, Safari and Microsoft Edge

    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
    • 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.
    • Have you tried accessing your account on a different web browser or on the Viki app? If so, did you have the same issues?

    I'll look forward to your response.

    Thank you,
    Charisse
    Viki Community Team Member

    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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