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[Closed] Last Empress - video freezes

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eclectic
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For the past week whenever I watch The Last Empress, especially in the evenings and at night, it keeps freezing. Sometimes when I try to refresh the video that helps, other times it starts at the beginning of the episode (not where I left off), and when I try to go to where I left off it plays several ads and then immediately freezes again. So I try to refresh the page and the exact same thing happens.it starts at the beginning of the episode, I try to go to where I left off it plays several ads and then immediately freezes again. And I can't finish watching.

The only "solution" I've found is to watch another show on Viki until I can try watching The Last Empress the next day. Then I'll be able to watch it again ... until evening rolls around and I suddenly start having problems all over again. 

I seem to be able to watch other shows just fine. It's only with The Last Empress that I've been having problems. 

This is using Windows 10 with the Chrome browser. 

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    Michelle (CX)

    Hello,

    Thank you for writing in to us.

    I'm sorry you're experiencing issues with the 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. Close the browser and restart it again.
    5. Log back into your Viki account
    6. 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.
    • Do you notice that the video freezes only after the ads play?
    • The browser version and operating system you're using. You can find this here. You’ll 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.

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

    Best,
    Michelle

    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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