You may come upon an issue or error message when trying to play a show —or in the very middle of it— that can cause problems playing the video. Problems such as buffering, audio with no video, unresponsive player controls, video freezing. Most issues can be fixed by following the solutions below:
Troubleshooting solutions:
- Make sure your KOCOWA app and device's software/web browser are updated
- Delete the data and cache of the KOCOWA app and reinstall it
- Restart your device
- If you have an unstable network connection, try to restart your Internet connection by unplugging both your modem and router for 10 seconds and then plugging them back in
If the problem still persists for you, even after performing all of the above, the problem can be device-specific or an issue that is occurring with our service. For this case, we ask that you contact our help center and provide as much details as possible to help our team on figuring out the issue.
Details we ask:
- Which device and web browsers did you have issues with? What is the version of your browser or the version of the KOCOWA app?
- Do you see any error message? If you do, what does it say?
- Can you kindly provide a screenshot or video of the issue?
- Can you try using an alternative browser to see if the issue persists? Does the problem continue or is it fixed?
- Which episodes did you have trouble with?
- When have you started to experience this issue?
- Do you have any other details that you can share with us?
If you still have any questions, Contact us.