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    Joshua

    Hi there!

    Thanks for writing in!

    I’m sorry that you're experiencing issues with Viki on your Connected TV Device.

    To make sure this is not app problem 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. Which device and model number are you using?
    2. Your current location /region.

    I'll look forward to your response!

    Cheers,
    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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    craiglillard_137

    Hi Joshua. Thanks for the response.  I am not able to log in or out of Viki on Amazon Fire as the app never opens.

    I have already uninstalled and reinstalled it

    I also restarted the FireTV and also unplugged it and plugged it back.

    My fire tv version is 6.1.7.0-713

    OS 6.2.6.5

    VIKI version is 2.3.4

    Thanks!

    Craig

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    Michelle

    Hi craiglillard_137,

    Thanks for providing those useful details. 

    We noticed from the system logs that you have an Amazon Fire TV (3rd Gen), could you let us know if this is the device with the issue or do you have another Fire TV device?

    Additionally, are you having difficulties loading other apps on this device too or is it just occurring on the Viki app?

    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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    craiglillard_137

    Hi Michelle,

    Sorry for the delay.  The app started working again a day after I sent this, so I thought it was fixed, but now it is back to not opening again.

    Yes that is the device in question that is causing the issues.  The 3rd gen fire tv.

    The only other app I have had issues with has been Netflix which does the same thing from time to Time where it will start to open and have the splash screen up and then immediately shut down, although lately it has been fine.

    As of late, it has only been Viki doing this.

    I just went in and cleared the cache, data, force stopped and opened again repeatedly and it is still shutting down right away.

    Thanks for your help.

    Craig

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    craiglillard_137

    Ok just a follow-up.  So, I just uninstalled the app and installed it again.  After reinstall, it did the same thing 2 times and then on the 3rd try it opened again. 

     

    Not sure if that helps.

     

    Thanks!

    Craig

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    Michelle

    Hi Craig,

    Thanks for updating us on your findings!

    I forwarded all the information you've provided to our engineering team and created a new email ticket on Viki Support to follow-up with you once I get a response from them.

    In the meantime, we advise watching Viki from your other devices while this ticket is on-hold. 

    Thank you for your patience while our team is troubleshooting this.

    Best,
    Michelle

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