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[Closed] Black screen android tv in some dramas.

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abicitap
팔로우

Hello,

I have some problems to watch some dramas because these are showed in my TV as a black screen. In fact, I'm able to listen the audio and see subtitles (my main language is Spanish) however I can't watch images/videos because the screen is black.

I have these problem in the following dramas:

- Pinnochio

- Flower Crew: Joseon Marriage Agency

- I Hear Your Voice

These dramas don't have geo-restrictions, so I don't understand why I can't watch.

Please can you check?

Regards,

Sara.

 

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  • Avatar
    Michelle (CX)

    Hello,

    Thank you for writing in to us. I'm so sorry that you're experiencing this video issue on the Viki app.

    Could you first please try the following:

    1. Uninstall and reinstall the Viki app from your device.
    2. Turn your device off and on again.
    3. Log back in to your Viki account by following the steps here.
    4. Restart your home internet network. For more details: Helpful steps to troubleshoot video issues

    Are you still experiencing these issues with the video player? If so, can you please provide the following information?

    • Does this occur on all episodes of those shows? If not, please let me know the specific episodes you're having problems with.
    • What's your device and Operating System?
    • Screenshot of the issue or the error message you see.

    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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    lylavargas_674

    I have the same problem. Is the same dramas that can't allow us to take screenshots. I think the lock is seeing the mirroring as a way of screenshots and is blocking it. But this happens only in a few dramas.

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  • Avatar
    Michelle (CX)

    Hi cerejacult,

    Similarly, please try the above troubleshooting steps to see if it helps with your issue. 

    Otherwise, if you're still experiencing these issues, can you please provide the following information?

    • The specific shows and episodes you're having problems with.
    • What's your device and Operating System? Are you on Chromecast?
    • Screenshot of the issue or the error message you see.

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

    Best,
    Michelle

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  • Avatar
    abicitap

    Hi cerejault!

    I followed the steps but it didn't work.

     

    • Does this occur on all episodes of those shows? If not, please let me know the specific episodes you're having problems with.

    in - Flower Crew: Joseon Marriage Agency, this error ocurred at Episode 5.

    About the other dramas, I can't watch any episodes. Just, I can listen the audio and see subtitles but the screen is black.

    • What's your device and Operating System?

    It is a TV and the Operating System Android

    • Screenshot of the issue or the error message you see.

    There is not any error message. As I mentioned before, the audio and subtitles run but the scenes of videos are black. 

    Please help me.

     

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  • Avatar
    abicitap

    I have forgotten to mention, It is the app of VIKI in my tv JVC.

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    lynvilar_916

    i got black screen everytime my drama 

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  • Avatar
    Michelle (CX)

    Hi abicitap,

    We've created a ticket via the Help Center to get more details about your issue. Please help to respond there and we'll be glad to assist further.

    Hi lynvilar_916,

    Similarly, please try the troubleshooting steps in this thread to see if it helps with your issue. 

    Otherwise, if you're still experiencing these issues, please provide the following information:

    • The specific shows and episodes you're having problems with.
    • What's your device and Operating System? Are you on Chromecast?
    • Screenshot of the issue or the error message you see.

    Thank you so much for your help.

    Best,
    Michelle

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    bronteodonoghue_611

    Has this problem been solved? This is happening to me as well! I have a Huawei p30 and I am trying to project to a Samsung smart tv. Some tv shows are working fine and others are only giving me audio and subtitles no video. The show I am trying to watch is strong woman do bong soon.

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    Michelle (CX)

    Hi bronteodonoghue_611

    Thanks for writing in to us with your issue.

    We will be reaching out to you via a ticket on the Help Center shortly so as to gather more information as this is a separate issue.

    Please help to respond there too as this post will be closed due to inactivity.

    Best,
    Michelle

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