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[Solved] Chromecast won't load

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momon109_424
追蹤

Hello

Since last week, I can't cast Viki from my Chromebook to my Samsung TV via chromecast. It's acting like it will start but then it will go back to showing only RAKUTEN VIKI. I can still cast youtube or amazon prime using the same chromebook & tv.

I have tried to reboot the chromecast and tried another DELL laptop. It still won't load viki (but will work for youtube/prime).

Now the only way I can watch viki on tv is by casting from my iphone.

Can you please help so i can go back to using my laptop again to cast?

 

Thanks!

1

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  • 正式評論
    Avatar
    Michelle (CX)
    (編輯於 )

    Hi everyone!

    Thank you for your patience while our team were troubleshooting the Chromecast issue.

    We're glad to say that the issue has been fixed. Please try to log out and log back in before trying again.

    If you continue to experience this issue, please also try clearing your browser's cache & cookies before writing back to us here.  

    Thank you,
    The Viki Team

    評論操作 永久連結
  • Avatar
    Michelle (CX)
    (編輯於 )

    Hello everyone,

    We're sorry to read you're experiencing these issues with Chromecast via your web browser.

    Can you please try the following first?

    1. Log out from your account
    2. Turn your device off and on again.
    3. Reboot your Chromecast device 
    4. Turn off your internet router, wait 30 seconds, and turn it back on.
    5. Make sure Chromecast is connected to the same Wifi network as your device. Also do note that they are either on the same 2.4GHz or 5GHz wifi network.
    6. Log back in to your Viki account and try casting again.

    If the issue persists, please reply with the following information below and we'll get back to you soon:

    • The browser version and operating system you're using. You can find this here. You’ll get a link with all the information we need. Please share this link with us. 
    • Your Chromecast model and firmware version (For steps to check firmware version, refer to the bottom of this page)
    • What do you see when you try to Chromecast? A screenshot or short video of the error message or issue would be useful too.

    Thank you,
    The Viki Team

    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.

    0
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  • Avatar
    momon109_424

    Hi Michelle,

    Thank you for your reply.

    I have tried to unplug/plug the chromecast device twice and also rebooted the router/modem once. And viki.com on chrome browser still doesn't work. Everything else casts fine.

    Chromecast firmware : 1.42.172094 (3rd gen)

    Here's the browser link : whatismybrowser.com/w/TMYP8AF

    I see that it says my browser is out of date, but if I go to setting and check for updates manually, it says I have the latest version. Moreover, I also have downloaded viki app on my chromebook and it can cast to my tv just fine. Only viki.com can't be casted. 

    0
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  • Avatar
    gsuneeta

    Since last week, I can't cast Viki from my Chromebook to my Samsung TV via chromecast. It's acting like it will start but then it will go back to showing only RAKUTEN VIKI. I can still cast youtube or amazon prime using the same chromebook & tv.

    I have tried to reboot the chromecast and tried another DELL laptop. It still won't load viki (but will work for youtube/prime).

     

    I am having the same probem.

    1
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  • Avatar
    le194_617

    i am having the same problem and i have done all that was written for the last person?

    1
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  • Avatar
    Michelle (CX)

    Hi all,

    We're sorry you are experiencing issues with Chromecast and Viki.

    We've created tickets via email and we'll be responding to everyone shortly.

    Cheers,
    Michelle

    0
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  • Avatar
    impactbluez
    (編輯於 )

    This has been happening to me for over two weeks. I thought the problem would solve itself but it did not. I have tried literally everything. It has worked for years without problem but then this happened. I got the chromecast because there is no app for the ps4 but now its not working on chromecast. Literally everything works on it from my laptop except viki. Hulu, netflix, vudu, youtube, twitch, etc. all work fine

    1
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  • Avatar
    Michelle (CX)

    Hi leo_an,

    Similarly, we have created a ticket via email and we'll be responding to you shortly.

    Thank you,
    Michelle

    0
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  • Avatar
    alva_rosager

    I have this problem too. Everything else works perfectly to cast, only viki doesn't work anymore. 

    0
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  • Avatar
    joycem_moore_586

    I also have this problem.  Everything else works only viki doesn't work.

    0
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  • Avatar
    vere_onos

    Same problem here—it's been going on for about 2-3 weeks. Chromecasting Viki via Google Chrome to a Samsung Smart TV results in the Rakuten Viki screen showing, and nothing plays.

    0
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  • Avatar
    foodale57_751

    Having the same problem.  Everything else works except for Viki.  Help!

     

    0
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  • Avatar
    momon109_424

    Michelle,

    Just want to follow up with you and the support team to see if there's any updates on this issue. I am still trying to cast via website every now and then just to check and unfortunately so far, it is still not working. Please let us know if you can share any updates.

    Thanks!

    0
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  • Avatar
    Michelle (CX)

    Hi all !

    We're sorry that this Chromecast issue is still occurring.

    Our engineers will need a little more time to look into this so we greatly appreciate your patience and understanding. 

    In the meantime, we suggest using Chromecast from your mobile or watching directly on your TV with our apps. 

    Thank you,
    Michelle

    0
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  • Avatar
    unjoomyers_96

    Michelle, 

    We are also experiencing the same problem. We use our laptop to connect to our Samsung tv primarily for watching Korean dramas. We recently just bought the new Chromecast for the ease of connecting to our tv from our laptop. We are on the fence whether to renew our yearly contract that is due on the 9th with Viki. Please let us know asap if your engineer can correct the problem. 

    Thank you,

    Unjoo

    0
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  • Avatar
    momon109_424

    Hi Michelle,

    It's working again for me to cast from the website to my tv. Thank you for your help with our problems. And please relay my thanks to everybody in the support team too! Really appreciate the hard work to solve this issue.

     

    Sincerely,

    Momon

     

    0
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