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Fix videos & games that won't play

If a YouTube video, Facebook game, or other media isn't working, try the steps below to fix it.

These steps can help for:

  • A video or game that won't load
  • A video or game that's blank
  • A gray box that shows instead of a video or game
  • Chrome freezes or crashes while loading a video or game

Step 1: Allow Flash on the site

Look for an error that says "Click to enable Adobe Flash Player" or a message about downloading Flash. If you see these errors, the site needs permission to use Flash.

Only allow Flash to run on websites that you trust.

  1. On your computer, open Chrome.
  2. Go to the site with the video or game.
  3. To the left of the web address, click Lock Lock or Info Information.
  4. To the right of "Flash," click the Arrows Arrows.
  5. Choose Always allow on this site.
  6. At the top left, click Reload Reload.

Step 2: Turn on JavaScript

Some media needs JavaScript. YouTube videos, for example, won't run without JavaScript.

  1. On your computer, open Chrome.
  2. At the top right, click More More and then Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," click Content settings.
  5. Click Javascript.
  6. Turn on Allowed (recommended).
  7. Go back to the site with the video or game. At the top left, click Reload Reload.

Step 3: Check your extensions, plugins, cache & cookies

Some video or game issues are caused by Chrome extensions, plugins, or something saved in your cache or browser data.

  1. On your computer, open Chrome.
  2. At the top right, click More More and then New Incognito Window.
  3. In the Incognito window, go to the site with the video or game.
If the video or game works
  1. Close the Incognito window, and go back to a normal Chrome window.
  2. Click More More and then More tools and then Extensions.
  3. Next to all extensions, uncheck "Enabled."
  4. Go to the site with the video or game. At the top left, click Reload Reload.

If the video or game works, test each extension individually:

  1. Next to an extension, check "Enabled."
  2. Go to the site with the video or game. At the top left, click Reload Reload.
  3. If the video or game plays, try the next extension.
  4. When you find the extension causing the problem, next to it, click Remove Remove.

If the video or game doesn't work, clear your browsing data. Clearing your browsing data will erase some of your settings for websites. Learn more about clearing your browsing data.

  1. At the top right, click More More and then More tools and then Clear browsing data.
  2. In the box that appears, at the top, choose a time, like the past hour or the past day. To delete everything, select the beginning of time.
  3. Select Cached images and files and Cookies and other site data. Deselect any other types of information you don't want to remove.
  4. Click Clear browsing data.
If the video or game doesn't work
  1. On your computer, open Chrome.
  2. At the top right, click More More and then Settings.
  3. At the bottom, click Advanced.
  4. Under the section "Reset," click Reset.
  5. Confirm by clicking Reset. ​
  6. Go back to the site with the video or game. At the top left, click Reload Reload.

Step 4: Update Chrome

Videos and games sometimes need the latest version of Chrome.

  1. On your computer, open Chrome.
  2. At the top right, click More More.
  3. Click Update Google Chrome. If you don't see this button, you're on the latest version.
  4. Click Relaunch.
  5. Go back to the site with the video or game. At the top left, click Reload Reload.

Step 5: Reset Chrome settings

  1. On your computer, open Chrome.
  2. At the top right, click More More and then Settings.
  3. At the bottom, click Advanced.
  4. Under the section "Reset," click Reset.
  5. Confirm by clicking Reset.
  6. Go back to the site with the video or game. At the top left, click Reload Reload.

Learn more about resetting your Chrome settings.

Step 6: Reset your Internet connection

Your Internet network could be causing problems with the video or game.

  1. Turn off your computer.
  2. Unplug your modem. If your wireless router is a separate device, unplug it too.
  3. Wait for about one minute.
  4. Plug in your modem and wait until all the lights have stopped blinking. If your wireless router is a separate device, plug it back in and wait until all the lights have stopped blinking.
  5. Turn on your computer.
  6. Go back to the site with the video or game. At the top left, click Reload Reload.

Megan is a Google Chrome expert and the author of this help page. Help her improve this article by leaving feedback below.

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