Why is the app showing a black screen instead of video on my Apple device?

We are aware of an issue affecting video playback on some Apple devices running iOS 17. When opening a video, the screen may appear black while the audio plays correctly.

Who is affected

Devices running iOS 17 that cannot be upgraded to iOS 18, or users who have not yet upgraded.

What we're doing about it

Our team has identified the cause and a fix is in progress. We will update this article and notify affected users when the fix is available in an app update.

In the meantime

If you are experiencing this issue, please contact our support team so we can personally let you know when the update is available.