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  • Avatar
    Michelle

    Hi there,

    Thanks for writing in.

    We're sorry to hear that you're currently experiencing these issues. In order for us to understand the problem, can you please share with us the following information?

    1. What is the specific episode of those shows with the issue?
    2. What do you see on your screen? Eg. just a black video or is there a loading icon, or an error message?
    3. What device and operating system you're currently experiencing issues with?
    4. If the issues are happening on the Web, what browser version are you using?
    5. A screenshot of the issue or any error messages you might see.

    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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    lyndylou_569

    In answer to the above complaint:

    1.  The problem began with episode 464 of The Running Man. Then on returning to another drama I was watching called Dr. John, because The Running Man was "broken," it, too, would not load, and that show began having problems at episode 18, both shows with only the circle arrow spinning in the middle of the black video space.

    2.  The circle arrow just spins in the middle of the black video space.I also pay for no advertisements, and the viewing bar shows spaces as though it may have advertisements running, if it could run.

    3.  Chrome laptop. 

    4.  Explorer.

    5.  I am not computer savy enough, I am sorry to say, to "screenshot" anything, and the device is presently at my mother's home. Suffice it to say that the problem is that the video screen comes up, on clicking the episode, but it is black with the circle arrow spinning, but no video ever begins.

    Thank you for your time, and I await your aid.

     

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    Joshua

    Hi there,

    Thanks for your reply!

    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.

    • Are you using a VPN or proxy

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

    Best,
    Joshua

    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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