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[Solved] Lost episode info on one FireTV Stick

My living room FireTV Stick 4K stopped presenting new episodes and status this morning. Bed room FireTV Stick HD hasn't changed, new episodes and status displayed and viewable. Cycled power on FireTV Stick 4K, cleared Viki cache, stopped and restarted, loged out and in. Nothing helped.

Noticed living room Stick has version 2.4.3 and bedroom 2.3.6. Also noted on-line a version 2.4.4 is out there. Was this an update error? Is it being remedied? Can I revert back to a previous version on my FireTV Stick? How do I update versions on FireTV Stick?

My wife loves your Viki's service and shows. Life is not good for me when Viki has a problem. Please help. ;-)

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    Hi David,

    Thank you for your patience!

    We're glad to inform you that the new Viki version 2.6.3 is now available for update on your Fire TV.

    This would help resolve the issues you were previously facing.

    If you continue to experience this issue, please let us know.

    Cheers,
    Michelle

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  • Hello,

    Thanks for writing in!

    To make sure this is not an app problem for your living room Fire Stick can you please try the following?

    1. Log out from your account
    2. Uninstall and reinstall the Viki app from your device.
    3. Turn your device off and on again.
    4. Log back in to your Viki account by following the steps here.

    Are you still having the same issues with the Viki app? If so, can you please provide the following information?

    1. The device OS (You can see your version of Fire OS by going to Settings > Device > Fire TV and looking at the "Software Version" details)
    2. Your Viki app version
    3. A screenshot, picture of the error message or issue.

    We'll look forward to your response.

    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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  • Completed your requested 4 steps, but did not fix problem. My wife also brought up another problem, a chat going across the top of the screen.
    Here are the version numbers for both of my systems:

    Living Room FireTV 4K (Problem system)(Chat and no On Air)
    FireTV 6.2.6.8
    Viki 2.4.3

    Bedroom FireTV (Good system) (On Air appears and no chat)
    FireTV 5.2.7.3
    Viki 2.3.6
    Bedroom system says there is a Viki update ready, but I'm afraid it'll install the living room problems here.

    Screen pics are attached.

    Your help will be greatly appreciated.
    Sincerely,
    David

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  • Hi David,

    Thanks for providing more details along with the screenshots.

    It does seem strange that the newer app version on your living room TV does not reflect the On-Air labelling for newer titles. Could you help to verify that this labelling is also not appearing on other titles such as the following?

    As for the 'chat' you see on the top of your videos, those are the timed comments that can be switched off by clicking on the Timed Comments icon. The icon appears blue when turned on, white when turned off.

    Hope to hear back from you soon.

    Best,
    Michelle

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  • Living Room FireTV no "On Air" for these shows. And thanks for the Chat info. Getting a kick out of them.

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  • Hi David,

    Thanks for verifying that you do not see the 'On-Air' label for any of the above titles.

    Our teams are working to add that back in for a future release of the app. As we're currently not able to provide a definite timeframe for it, you may keep a lookout for it or wait for an update from us.

    Meanwhile, to view On-Air titles, you might want to refer to this page on your web/mobile browser.

    Hope this helps for now and do take care!

    Best,
    Michelle

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  • Thanks, Michelle. We appreciate your help.

    David & Soona

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  • Hi David & Sonna,

    Thank you for your patience.

    Our engineers have gotten back to us and this issue on Fire TV has been fixed.

    Please ensure that you are updated to the latest version 2.6 to see the changes (if you do not see the new version yet, please wait for about a week's time for the update to be rolled out)

    If you continue to experience this issue after the update, please let us know.

    Cheers,
    Michelle

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  • Thanks, but how do I get the update? Tried uninstall and reinstall, but still on version 2.5.2.

    Thanks

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  • Hi David,

    There is a delay in the release so we will let you know again when it's out.

    Apologies for this!

    If you have any other questions in the meantime, do let us know.

    Thank you for your understanding,
    Michelle

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