******************************************************************************************************
If you are having issues when watching KOCOWA on a third party service, such as Roku streaming channel, Xfinity, COX, Amazon Prime and Viki, please contact the respective support team of the service you are using.
******************************************************************************************************
Although we do our best to ensure that the service remains functional and stable, unforeseen events can happen where users are met with an undesirable problem, ranging from issues where an error message appears when trying to play shows to being unable to login to the service.
For many of these issues, a simple troubleshooting is all that is required to fix the problem and continue using KOCOWA as normal; however, some problems may be more specific or complex than others, which may require assistance from our support team and a fix from our engineers' side.
For the issues that are more general, we have a troubleshooting guide that users can follow in order to help resolve the problem on their end. The guide will cover all the devices we support, but there may be some specific steps that are available only for certain devices, for device-related reasons.
Please carefully read through the solutions below to resolve the issue:
- Make sure your KOCOWA app and device's software/web browser are updated.
- Perform the simple act of logging out and back in to your account.
- [Web browser] Try using an alternative web browser to play the same episode. If the issue does not occur again, the problem may be related to your previous web browser.
- [Mobile device] Remove the app's data and cache, reinstall the app, and restart your device.
- If you make use of VPN services or the like, disable your VPN for optimal support with our service.
- If you feel that your internet connection is not doing its best, unplug the modem and router for approximately 10 seconds, then plug the modem first and right after the router.
There are issues that go beyond this simple guide or that still persist even though they should have been easily resolved by one of these steps. For this case, we ask that you contact our Help Center so that we can better assist you with the problem.
If you still have any questions, Contact us.