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 & shows.

Fix problems watching a movie or show

1. Make sure your computer is up to date.
2. Close and re-open the Google Play Movies & TV web browser
3. Restart your device.
4. Once the system restarts, try replaying your movie or show.

Fix problems with buffering or slow loading movies or shows

Try to watch your movie or show on Google Chrome. If you can't use Chrome, or still have trouble, try the steps below.

1. On your computer, refresh or restart your Internet browser.
2. If you use a slower Internet connection, try to close other browsers, tabs and applications. You can also restart your modem or router.
3. For non-Chrome browsers, try to lower your video resolution. In the lower right of the video player, click Settings ​ 360p or Auto.

Fix error message on blocking third-party cookies

You'll need to enable cookies on your browser.

1. On your computer, open Chrome .
2. Click More Settings.
3. At the bottom, click Advanced.
4. Under "Privacy and security," select Site settings Cookies and site data.
5. Select Allow sites to save and read cookie data (recommended).

 

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 & reopen the app

1. On your remote, press the home button.
2. Reopen Google Play Movies & TV .
3. Replay your movie or show.

Sign out of the app & sign back in

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

Delete & reinstall the app

1. Go to My Channels.
2. Highlight Google Play Movies & TV.
3. On your remote, press the star button Remove.
4. Reinstall the app from the Channel Store.
5. Replay your movie or show.

Use a wired internet connection

1. Use an ethernet cable to connect your device to the internet.
2. Change your connection settings to use a wired connection instead of Wi-Fi.
3. Replay your movie or show.

More troubleshooting for Roku devices

1. Go to the Roku device's Settings menu.
2. Select System update.
3. If an update is available, follow the on-screen instructions to update the system.
4. Replay your movie or show.

More troubleshooting steps for Android TV

Check your internet connection

1. Open Google Play Movies & TV .
2. 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.
3. Select a network and follow the on-screen instructions to connect.
4. Return to the app and replay your movie or show.

Make sure your system is up to date

1. On your device, go to Settings.
2. Select About System update Check now.
3. If an update is available, install it.
4. Replay your movie or show.

Send feedback

You can submit feedback about issues you experience with movies and shows.

• Send feedback for Google Play Movies & TV.
• Send feedback for Google TV.

Request a refund

If your movie or show doesn’t play correctly, you may be eligible for a refund. Learn how to request a refund.