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Subtitles disappearing

I'm currently watching penthouse and the subtitles disappeared on 20th episode. I reinstalled Viki, rebooted my phone, changed accounts, tried using the browser but nothing happened. All the other shows don't have subtitles anymore too. Please solve this fast.
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    Hi isabellejennie442_288,

    Thank you for writing in to Viki Community Support. 

    I'm so sorry that you're experiencing this video issue on the Viki app with Android.

    Could you confirm if below are the same steps that you did?

    1. Delete and Reinstall the Viki app
    2. Reboot your device
    3. Restart your home internet network. For more details: Helpful steps to troubleshoot video issues

    If yes and the issue still occurs, please send 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)
    • Does this occur when you use 3G/4G?
    • What's your device and Operating System version?
    • What version of the Viki app are you using? You can find it on the app settings.
    • For Android users, please download the SafetyNet Test and share your results with us.
    • Your internet speed. To test this download this application and share the results: Android or Apple
    • Screenshot or screencast of the issue or the error message you see.

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

    Best,

    Lyn
    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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