[On-hold] Movie/commercial freeze

10-15 seconds the movie and commercials freeze. I've tried rebooting the tv and my fire stick but it doesn't work.. what else can I do?
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    Hi all,

    To provide an update - we have a beta version of the Viki app that would likely fix the issue you're facing. 

    For access to the beta version, we will be providing more details to you via a ticket on the Help Center shortly.

    We appreciate your assistance in helping us troubleshoot this issue on Fire TV.

    Best,
    The Viki Team

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  • Hi, I'm having the same issue on my fire stick and we have multiple fire sticks at home. I uninstalled and reinstalled the app but it's still having the same issue. 

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  • Hi both,

    Thanks for writing in!

    We're aware that some users are experiencing ad-freezing issues on their Fire TV devices.

    Can you help to please provide the following information to assist with our troubleshooting:

    1. Does this freeze occur on all shows you watch? Please also provide some example movies or episodes with this issue. (Eg. Hotel Del Luna Ep 3)
    2. Can you name or describe the ad(s) that caused the freeze?
    3. A screenshot of the ad or ads that are causing this issue. Please let us know if it's multiple ads and what episode you were watching when it happened.

    We look forward to your response.

    Best,
    Michelle

     

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  • Hi Michelle,

     

    1. There's no specific shows or movies, I tried playing multiple videos but the ad will play for a couple of seconds then it will get stuck. 

    2. There's no specific ads, whatever ads that will playing during the video it will play for a couple seconds then freeze.

    3. I can't exactly take a screen shot because I use my fire stick. It might have something to do with an error in the viki app on the fire stick.

    I tried it again today but the same error (ad freezing) occured.

     

    Thank you so much. 

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  • Hi xjennicajoy_396,

    Thanks for sharing those details.

    As we've just released Viki version 2.6.4, could you update your app and let me know if the same issues persists?

    If it still persists, please let us know some example episodes so our engineers may try to replicate the error. 

    Best,
    Mihelle

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  • Hi Michelle,

    I checked the viki app and it's updated to the latest version 2.6.4 unfortunately the same issues still persists. It happens to all shows and movies. It's been almost a week since the issue started. 

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  • Hi xjennicajoy_396,

    Thanks for letting us know.

    We have forwarded all your findings to our engineers who will be looking into this issue.

    As a fix might take some time, we suggest watching on your laptop at Viki.com or on your other mobile apps while you wait.

    Rest assured that we will let you know once there are any updates.

    Best,
    Michelle

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  • We are having the same issue since last week, using Amazon FireStick 4K.  No specific ad and no specific show because we've tried with various shows on different days.  It tends to freeze on the second ad.  We have tried restarting the firestick, and logging in and out of the Viki app, but nothing helped.  Please resolve as soon as possible.  Thank you.

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  • I am facing the same issue too. I downloaded the app yesterday so I'm pretty sure I'm on the newest update. I have an Amazon FireStick 4K, and (coincidentally) am watching Hotel Del Luna. It gets stuck on all episodes commercials and I have to back out and restart the episode and watch the commercials 4 or 5 times before it finally makes it all the way through. The show itself plays absolutely fine though.

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  • i'm having the same issue with the ads...i just got the Amazon FireStick 4K and installed Viki yesterday.  i'm hating life right now bc i'm so frustrated.  Any resolution(s) to this issue yet?

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  • I am having the same freeze issue when the initial ads are shown. it freezes on multiple TV shows and on Air Titles. it happens for every videos and I can't get pass the ads to view the shows. I am also running Viki 2.6.4 on firestick 4K.

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  • Same issue here, and been this way for a couple weeks. Running the latest version. Have uninstalled and reinstalled several times. Hope the fix comes soon.

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  • I Have had the exact same issue for almost a month. I have a fire TV cube. Have uninstalled and tried everything. Something wrong with your ad server.

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  • I am also experiencing the same issue with my Firestick 4K. Commercial freezes within the first couple of seconds or sometimes on the 4th commercial. I also uninstalled the app on multiple occasions. I have to either watch on my phone, laptop, and luckily my spare room has a Roku. However this is frustrating.

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  • Hi, having the same issue. Some commercials work (for example Cadillac and amazon back to school) and most others don’t. Any updates/resolutions? Thanks!

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  • I have also been having this issue on my FireTv (it does not seem to be an issue on my Roku). Every ad freezes. I switched to a fire tv several months ago, and it doesn’t matter what the ad is, it still freezes. Sometimes if I keep exiting the app and reloading, on the 7h or 8th try It might finally play, but if I hit rewind or fast forward, it freezes back up again.

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  • I am also experiencing this issue on my Fire TV. In response to your latest post, I am interested in the beta update if still available.

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  • Viki support I would like to add my observations as I don't see this information in the tickets I've read.

     

    1) The problem mostly revolves around the longer 30 second ads. Most of the 15 second ads play correctly, but there are a couple I don't know what the advertisement is because it freezes before I know the ad.

     Example: Amazon ads Joe or Hector ad freeze at about 5  seconds after starting. Chick Filet ad freezes at about 8 seconds.

    2) The 15 second ads if they complete stutter at about 12 seconds before continuing to a finish. Example the Lays Cheese chip ad. 

    3) 15 second makeup ad freezes at 4 seconds after play

    4) The Dyson ads all play correctly no issues.

    5) This happens on all shows and movies and seems to follow the ads not the video selected.

    6) Reinstalling, clearing cache, and restarting does not change the behavior.

    7) As ads have been added over the last week I notice more 15 second ads being affected.

     

     

     

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