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[Closed] Some shows aren't loading on Apple TV

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vceub64xzq_465
팔로우

Not sure what happened but suddenly some of the shows that I regularly watch aren't loading anymore.  They load up with a black screen but no image shows.  For some of the other shows they load with no issues.  I logged out, deleted the app, reinstalled it and logged back in but I still run into the same issue.

Anyone else run into this issue?

Thanks

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  • 공식 댓글
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    Michelle

    Hi both,

    We're aware of this playback issue for Kocowa titles, and our team is working on it.

    Do follow this post for updates as this duplicate topic would be closed.

    We appreciate your patience and understanding in this matter.

    Best,
    Michelle‍

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  • Avatar
    Ernst
    (편집된 시간 )

    Hi vceub64xzq_465,

    Thank you for contacting Viki  Support. 

    We're sorry that you're experiencing issues with Viki on your Apple TV.

    To make sure this is not an app problem, can you please try the following?

    1. Log out from your Viki account.
    2. Uninstall and reinstall the Viki app from your Apple TV. Learn how to do this here.
    3. Turn your device off and on again.
    4. Restart your home internet network.
    5. Log back into your Viki account by following the steps here.

    If you're still having the same issue, can you please provide the following information?

    1. An exact description of the issue you're experiencing.
    2. Which version of the Viki app are you using? You can find this information in the app settings.
    3. Which Apple TV (model number) and OS (Operating system) version are you using?
    4. Your Viki username/email address.
    5. Does this occur on all shows? If not, please let me know the specific shows and episodes you're having problems with (eg; "True Beauty" Episode 2).
    6. A screenshot, picture, or short video of the error message or issue.

     We hope this helps. 

    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.

    Best,

    Nina

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  • Avatar
    julesbugger

    I also have the same issue on my AppleTV and iPhone. Cannot seem to load KOCOWA programs, there's just a black screen with subtitles appearing, but no sound or video. I just tried the steps above and it didn't work.

    1
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