[Closed] Video freezes during ads when playing Ever night 2 .

I was watching Evernight 2 using  Amazon Firestick with Rakuten Viki app.   The video freezes  during ads and wont recover so I cannot progress in watching the show.   Sometime the video plays  but with a blue circle going round and round (like buffering)  .This problem started about a week ago.  It  was never like this before. 

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  • Hi there,

    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 some of the ad(s) that caused the freeze?
    3. A screenshot/photo 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.
    4. Your Amazon Fire TV device model/version (Refer to this page for a reference list: https://www.amazon.com/gp/help/customer/display.html?nodeId=201640900)
    5. Your Viki app version (On the app, Left Side Bar > Settings > About Viki)

    We look forward to your response.

    Best,
    Michelle

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  • HI Michelle ,

    Device is  Amazon 4K connected via ethernet.

    Viki app 2.6.4

    Video: Evernight 2 , all episodes give problem. I just uninstalled and reinstalledthe app  but same issue. 

    I sent you this info before but never got a reply or solution.

    BTW the Viki app on Roku does not have this problem. 

    Please help .

     

     

     

     

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  • Here is what I sent you on 7/29/2020 : 

    Quote:

    Hello Michelle,

    Here are the answers to your questions

    • Did not check out other shows. I am watching Evernight 2 and Nirvana on Fire  .  
    • Evernight 2 started freezing around ep15 onwards . Sometimes I get a blue screen with lots of white lines but I don’t know what the ad is about.  Other times I get a black screen for about 10 secs then the ads start. The add is about helping with covid 19. This black screen followed by ads is repeated for each repeat.  Nirvana on Fire the ads hesitation is around ep 20 , 21  the a few secs then continues. I think the ad is about pampers
    • The model # of Firestick is 6231058.1   OS is 5.2.7.3
    • Viki app is 2.6.4

     

    It did no freeze up earlier episodes. This ad freezing up only started about a week ago.

     

    Thanks

     

    End of Quote

     

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  • Hi mode1flyer_172

    Thanks for sharing more information!

    We'll be reaching out to you via a ticket on the Help Center shortly.

    Please help to respond there too as this post will be closed to prevent multiple requests confusion.

    Best,
    Michelle

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