In order to fix an issue with Zattoo in your browser on Windows 7 and higher or OS X 9 and higher*, please go through the following steps in order to get troubleshooting help. Try the next solution, if the issue remains:
1. Browser update: Make sure that your browser is up-to-date. This can be checked here.
2. AdBlocker: Disable ad blocker. Click on the browser below for more information.
If you have Kaspersky installed, please check the following:
How to disable the blocking banners for a website from the application
How to disable blocking banners for a website from the browser
3. Manage DRM content and plugins:
In Chrome type chrome://components/ into the address bar and press enter. Check if the component Widevine Content Decryption Module is listed. If not, please download the latest version of Chrome: https://www.google.com/chrome/
In Firefox type about:preferences into the address bar and press enter > Activate DRM copy protection by checking the box Play DRM-controlled content. Type about:addons into the search bar and press enter: Go to Plugins: Widevine Content Decryption Module > Always activate
4. Clear Cookies and Cache: Especially when using an older device, it is possible that the RAM is full. Close the browser and restart it.
5. Restart your device.
6. Try another browser. For using Zattoo, we recommend Firefox, Chrome, Safari and Edge.
7. For Windows 10, we recommend to install the Zattoo App, available in your Microsoft Store here. The Zattoo App is optimized for Windows 10. More information can also be found here.
If the issue remains, please contact us here. To get quick help, please send us with the following information:
- OS Version installed
- Browser version
- Your Zattoo email address
- Detailed error description with steps to reproduce
- Are you able to see the Zattoo ad after logging in or remains the screen black after login?
- Can you start a stream on KiKa?
* Please note that operating systems older than Windows 7 and OS X 9 are no longer officially supported by us and therefore errors cannot be fixed.
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