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(Chrome) Black Screen Output

Notice

This document is a machine-translated draft and is currently undergoing review. Some content may be inaccurate or differ from the original Korean version. For the most precise information, refer to the Korean documentation.

Symptom​

This is a phenomenon where the screen only shows black and playback does not occur when trying to watch a video. Even if the user has not changed any settings and is connected in normal mode, errors related to third-party cookie blocking may occur due to system updates or other factors.

Cause​

Kollus Player uses essential cookies to implement stable copyright authentication and resume playback features. If third-party cookie access to the player service domain (v.kr.kollus.com) is blocked due to Chrome browser security policy updates or incognito mode being enabled, normal video loading becomes impossible.

Resolution​

Actions in the Chrome browser environment​

This method allows exceptions only for the specific address required for video playback, without allowing all cookies.

  1. Enter chrome://settings/cookies in the Chrome browser address bar to navigate to the settings page.
  2. Scroll down and click the [Add] button next to the [Sites that can always use cookies] (or Sites allowed to use cookies) item.
  3. Enter v.kr.kollus.com exactly in the site address input field, then click [Add].
  4. Refresh the browser (F5) and try watching the video again.

You need to allow the cookies required for Kollus Player to run through the browser settings.

  1. Enter chrome://settings/cookies in the Chrome browser address bar to navigate to the settings page.
  2. Under the [Default behavior] section on the cookie settings screen, select [Allow all cookies].
    • Note: If you do not want to allow all cookies for security reasons, set it to [Block third-party cookies in Incognito] and watch videos in a normal mode browser.
  3. After completing the settings, fully close and relaunch Chrome browser, then try playing the video.

Disable Chrome incognito mode​

When Chrome browser is running in incognito mode, third-party cookies are blocked by default to protect privacy. Close all currently open incognito mode windows, open a new regular Chrome browser window, and try playing the video. For detailed instructions on controlling incognito mode, refer to the Google Chrome Help Center.

Reinstall the browser or use a different browser​

If the black screen persists after changing the above settings, there may be an error in the browser environment itself.

  • Reinstall Chrome: Uninstall the currently installed Chrome browser, download the latest official version, reinstall it, and try again.
  • Use a different browser: If the problem is difficult to resolve, we recommend installing and using a more compatible browser such as Naver Whale or Edge.

Temporarily change the address bar protocol (HTTP)​

If a conflict occurs due to the content provider's site not supporting secure protocol, you can temporarily change the address. This is a temporary measure. Please contact the customer support of the site you are using.

Security warning

http:// is an unencrypted connection. Use it only when there is no login information or personal information being entered, and be sure to return to the original https:// address after viewing.

  1. Click the browser address bar, change the leading https:// to http://, and press [Enter].
  2. Try playing the video again with the changed address.

Actions in the macOS environment​

  • Step 1: Update to the latest player version
    • Since older versions of the player module may conflict with the latest macOS, be sure to update to the latest version via the Kollus App Player Installation page.
  • Step 2: Use the AV Sync reset shortcut
    1. Start playing the video, then simultaneously press the [Shift] + [/] keyboard shortcut.
    2. Check whether temporary video/audio sync errors are reset and the video plays normally.

Check network settings​

  • Quit secret DNS and IDMAN programs: If a secret DNS-related program or IDMAN (Internet Download Manager) is currently running on your PC, fully quit those programs and refresh the video.
  • Check DNS server settings: If you are using a custom DNS setting, communication with the authentication server may not be possible. Refer to the [PC – Check and change DNS settings] document in this guide to restore the default values.

Quit the antivirus program​

  • Pause antivirus real-time protection: If the screen suddenly turns black while watching, the antivirus program may be blocking the player's operation. Refer to the [Conflicts with antivirus programs] document and temporarily pause the real-time protection feature of the antivirus program before playing the video.
  • Remove harmful programs: If adware blocking programs or certain ransomware monitoring software are installed on your PC, they may interfere with player execution. Fully quit or uninstall those programs.

Disable Chrome autoplay blocking​

In Chrome browser version 66 and above, automatic playback of some videos is blocked according to Google's autoplay policy. This may cause a phenomenon where the video appears paused and does not play.

  1. Enter chrome://flags/#autoplay-policy in the Chrome address bar and press [Enter].
  2. Find the Autoplay policy item and select [No user gesture is required] from the dropdown menu.
  3. Click the [Relaunch] button at the bottom of the page to restart Chrome.