Forum Discussion

rokee's avatar
rokee
Reel Rookie
2 years ago
Solved

Viki shows stuck on loading screen

I have a Roku Express 4k+ and whenever we try to start a new episode of a show on Viki, the brand screen loader “Kocowa” will endlessly loop. 

When we continue an episode, there’s no issue; only when we start something new. This is only resolved by restarting Roku through settings and only because that new episode enters the “continue watching” queue. This started about a week ago. Anyone else having this issue??

app playback
  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Welcome, and thank you for posting here in the Roku Community, rokee!

    Thank you for letting us know about the playback issues you're currently experiencing on the Viki channel on your Roku. We'd be happy to suggest some troubleshooting steps to help you.

    Before proceeding, may we know if this is the only channel affected by this? If so, we highly recommend performing the steps provided below, and we also need to make sure that these steps have been done precisely to work:

    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

    Furthermore, if the issue persists, it will be highly effective to directly raise this concern to the channel provider for further clarification and assistance. They are the ones who maintain and update their channel on the Roku streaming platform, and it's possible that it needs a channel update from them.

    You can reach them here: Viki TV Channel Support

    Best regards,
    Carly

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  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome, and thank you for posting here in the Roku Community, rokee!

    Thank you for letting us know about the playback issues you're currently experiencing on the Viki channel on your Roku. We'd be happy to suggest some troubleshooting steps to help you.

    Before proceeding, may we know if this is the only channel affected by this? If so, we highly recommend performing the steps provided below, and we also need to make sure that these steps have been done precisely to work:

    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

    Furthermore, if the issue persists, it will be highly effective to directly raise this concern to the channel provider for further clarification and assistance. They are the ones who maintain and update their channel on the Roku streaming platform, and it's possible that it needs a channel update from them.

    You can reach them here: Viki TV Channel Support

    Best regards,
    Carly

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    2 years ago

    rokee-

    When problems are confined to a particular channel app, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel to assure you have a good copy of its latest version may fix the problem.  It is not a cure-all, but is the first thing I would try.

    Remove/reinstall procedure:

    1. Highlight channel on home screen.

    2. Press * key on the Roku remote and choose Remove channel option.  This will remove the channel from your Roku account, and thus from ALL Rokus linked to that same Roku account.

    3. IMPORTANT- IF YOU SKIP THIS STEP YOU MAY NOT GET A CLEAN RE-INSTALL:
      Restart the Roku to clear its memory. Depending on your Roku model you'll find the System restart option under Settings > System > Power or if you have no Power option, under Settings > System. Repeat on any additional Rokus linked to this Roku account.

      [Note: For Roku TVs (i.e. ones with Roku capability built in) with "Fast TV start" enabled, turning the TV off/on just puts it in/out of a standby state and does not give you a full restart. Use the menu options listed above.]

    4. Reinstall the channel to your Roku account via the Roku Home page Streaming Channels menu option. This will install the channel on all Rokus linked to this Roku account.

    Notes:

    • The channel will be added to the END of each Roku's channel grid.
    • The Roku on which you performed the reinstall should get the installation immediately. Other Rokus linked to this Roku account may not get the channel until their next automatic update check. You can force an immediate update on any unit via Settings > System > System update.
    • If channel requires a login, you may need to log in anew.

    If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

     

    • rokee's avatar
      rokee
      Reel Rookie
      2 years ago

      Thanks RokuCarly and makaiguy!

       

      I had tried uninstalling and reinstalling, but I didn’t do a system restart in between. Just took those actions and it looks good so far. If I run into anymore issues with the app, I’ll make sure to go to the Viki Channel Support page.

       

      thank you!!!

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Thanks for keeping us posted, rokee.

        We're glad to hear you're back on streaming now. 

        For future assistance, please don't hesitate to let us know or create a new post for different concerns. You may also refer to our Support website for additional help. 

        Your continuous support for Roku is highly appreciated. 

        Happy Streaming!
        Best regards,
        Carly