My movie won't play or shows an error

If your movie buffers, lags, or doesn't play correctly, these troubleshooting solutions can help with most playback issues and errors.

If your video still doesn’t play correctly, play your video on a different device.

Fix problems watching a video

  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 video.

Fix problems with buffering or slow loading videos

Try watching your video on Google Chrome. If you can't use Chrome, or are still having trouble, try the steps below.

  1. On your computer, refresh or restart your Internet browser.
  2. If you're using a slower Internet connection, try closing other browsers, tabs and applications. You can also try restarting your modem or router.
  3. For non-Chrome browsers, try lowering your video resolution. In the lower right of the video player, click Settings Settings​ and then 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 Chrome.
  2. Click More Moreand then Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," select Site settings and then Cookies and site data.
  5. Select Allow sites to save and read cookie data (recommended).


Fix problems when your video gets stuck

On the video's timeline, fast forward to the next few scenes to find out if the movie plays normally again.

Fix problems with a video on your TV

Important: If you have issues with a video 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 Play Movies.
  3. Replay your video.
Sign out of the app & sign back in
  1. Open Google Play Movies & TV Play Movies.
  2. Select Settings and then Sign out.
  3. Go back to Settings and select Sign in.
    • You may need to enter a code.
  4. Replay your video.
Delete & reinstall the app
  1. Go to My Channels.
  2. Highlight Google Play Movies & TV.
  3. On your remote, press the star button and then Remove.
  4. Reinstall the app from the Channel Store.
  5. Replay your video.
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 video.
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 video.
More troubleshooting steps for Android TV

Check your internet connection

  1. Open Google Play Movies & TV Play Movies.
  2. Select Verify your network settings and then Wi-Fi.
    • If you don't see "Verify your network settings" in the app: On your device, go to Settings. Select Network and then Wi-Fi.
  3. Select a network and follow the on-screen instructions to connect.
  4. Return to the app and replay your video.

Make sure your system is up to date

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

Send feedback

You can submit feedback about issues you experience with videos.

Request a refund

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

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