My movie or show won't play or shows an error

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

On your iPhone or iPad, check that the Google TV app is updated to the latest version.
Close and re-open the Google TV app.
Restart your device.
Once the system restarts, try to replay your movie or show.

Fix problems streaming a movie or show

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: Download your movie or show

On your iPhone or iPad, open the Google TV app .
Tap Library.
Next to a movie or TV episode, tap Download .

Learn more about how to download movies and TV shows to watch offline.

Fix problems with a downloaded movie or show

You need an Internet connection to follow these instructions. Before you proceed, make sure that you’re connected to Wi-Fi or a mobile network.

Step 1: Remove the movie or show from your device

On your iPhone or iPad, open the Google TV app .
Tap Library.
Next to the movie or show that you want to remove, tap the tick .

Step 2: Clear your cache

On your iPhone or iPad, open your device's Settings.
Tap Apps, Manage apps or Application manager.
Tap Google TV .
Tap Storage Clear cache.

Step 3: Try your download again

On your iPhone or iPad, open the Google TV app .
Find the movie or show that you want to watch.
Next to the movie or show, 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.

Sign out of the app and sign back in

Open Google Play Movies & TV .
Select Settings Sign out.
Go back to Settings and select Sign in.
- You may need to enter a code.
Replay your movie or show.

Delete and reinstall the app

Go to My channels.
Highlight Google Play Movies & TV.
On your remote, press the star button Remove.
Reinstall the app from the channel store.
Replay your movie or show.

Use a wired Internet connection

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.

More troubleshooting for Roku devices

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.

More troubleshooting steps for Android TV

Check your Internet connection

Open Google Play Movies & TV .
Select Verify your network settings Wi-Fi.
- If you don't find 'Verify your network settings' in the app: On your device, go to Settings. Select Network Wi-Fi.
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 System update Check now.
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.