If your movie or show buffers, lags or doesn't play correctly, these troubleshooting solutions can help with most playback issues and errors.
If your movie or show still doesn’t play correctly, play it in a different app or on a different device. Learn where you can watch your movies and shows.
Fix problems with a movie or show
- Make sure that your device uses the latest version of Google Play Movies & TV
or Google TV app
.
- Close and reopen the app.
- Restart your device.
- Once the system restarts, replay your movie or show.
or Google TV app 
.Step 1: Try a different Internet connection
Change your Internet connection, then replay your movie or show.
- If you're connected to your mobile network: Connect to Wi-Fi.
- If you’re connected to Wi-Fi: Connect to your mobile network. Based on your data plan, streaming or downloading a movie or show may result in additional charges.
Step 2: Delete the app's cache
- On your device, open the Settings app.
- Tap Apps and notifications
See all apps.
- Tap Google Play Movies & TV
- Tap Storage and cache
- Replay your movie or show.
See all apps.Step 3: Download your movie or show
- Open Google Play Movies & TV
- At the bottom, tap Library.
- Select your movie or show.
- Tap Download
.
.Important: You need an Internet connection to fix a downloaded movie or show.
Step 1: Remove the movie or show from your device
- Open Google Play Movies & TV
- Tap Library.
- At the bottom right of the movie or show that doesn't play correctly, tap the tick
Step 2: Clear your cache
- On your device, open the Settings app.
- Tap Apps and notifications
- Tap Google Play Movies & TV
- Tap Storage and cache
Step 3: Try your download again
- Open Google Play Movies & TV
- Tap Library.
- At the bottom right of the movie or show that you want to watch, tap Download
Fix problems when your movie or show gets stuck
On the movie or show's timeline, fast forward to the next few scenes to find out if it plays normally again.
Fix problems with a movie or show on your TV
Important: If you have issues with a movie or show on a Google TV device, follow these troubleshooting steps.
Quit and reopen the app
- On your remote, press the Home button.
- Reopen Google Play Movies & TV
- Replay your movie or show.
- Open Google Play Movies & TV
- Select Settings
- Go back to Settings and select Sign in.
- You may need to enter a code.
- Replay your movie or show.
- Go to My channels.
- Highlight Google Play Movies & TV.
- On your remote, press the star button
- Reinstall the app from the channel store.
- Replay your movie or show.
- Use an ethernet cable to connect your device to the Internet.
- Change your connection settings to use a wired connection instead of Wi-Fi.
- Replay your movie or show.
- Go to the Roku device's Settings menu.
- Select System update.
- If an update is available, follow the on-screen instructions to update the system.
- Replay your movie or show.
Check your Internet connection
- Open Google Play Movies & TV
- Select Verify your network settings
- If you don't find 'Verify your network settings' in the app: On your device, go to Settings. Select Network
- If you don't find 'Verify your network settings' in the app: On your device, go to Settings. Select Network
- Select a network and follow the on-screen instructions to connect.
- Return to the app and replay your movie or show.
Make sure that your system is up to date
- On your device, go to Settings.
- Select About
- If an update is available, install it.
- Replay your movie or show.
Send feedback
You can submit feedback about issues that you experience with movies and shows.
Request a refund
If your movie or show doesn’t play correctly, you may be eligible for a refund. Find out how to request a refund.