Problems playing videos

If you're having trouble playing videos on Google Play Movies & TV because of buffering or other issues, here are some things you can try.

Problems playing videos with Google Play Movies & TV app

  1. Make sure you're using the latest version of the Google Play Movies & TV app.
  2. Restart your device.
  3. If restarting your device doesn't help, do one of the following:
For streaming videos with an Internet connection
  1. Close and re-open the Google Play Movies & TV app.
  2. If available, select a different Internet connection and try replaying your video.
    • Note: Depending on your data plan, streaming or downloading a movie when not connected to Wi-Fi may result in additional data charges.
  3. Go to your device's Settings menu > Apps or Manage Apps > Google Play Movies & TV Google Play Movies > Clear cache.
  4. Try replaying your video.
  5. If you're still having playback issues, you can try downloading the video by touching the download icon Download.
For downloaded videos
  1. Open Google Play Movies & TV Google Play Movies > My Library (Android) or My Movies or My TV Shows (iOS).
  2. Tap the red check mark icon next to a video to remove it from your device.
  3. Go to your device's Settings menu > Apps or Manage Apps > Google Play Movies & TV Google Play Movies > Clear cache.
  4. Download the video again by touching the download icon Download.

Problems watching videos on your computer or TV

If a video buffers frequently or won't play, here are some troubleshooting steps to help improve playback.

On your computer
  1. Lower your video resolution by clicking Settings settings > 360p or Auto.
  2. If your video continues buffering using a lower resolution, refresh or restart your browser.
  3. If you're using a slower Internet connection, try closing other Internet browsers, tabs, and applications and restarting your modem or router.
On your Roku

Quit and reopen the Google Play Movies & TV app:

  1. Press the home button on your remote.
  2. Reopen Google Play Movies & TV Google Play Movies.
  3. Retry your video.

Make sure the Roku system software is up to date:

  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. Retry your video.

Sign out of the Play app and sign back in:

  1. Open Google Play Movies & TV Google Play Movies.
  2. Select Settings > Sign out.
  3. Go back to Settings and select Sign in. You'll need to enter a code from play.google.com/roku.
  4. Retry your video.

Delete and reinstall the Google Play Movies & TV app:

  1. Go to My Channels.
  2. Highlight Google Play Movies & TV.
  3. Press the star button on your remote > Remove.
  4. Reinstall the app from the Channel Store.
  5. Retry the video after you've set up the app.
If the problem persists, go to the Roku support site for additional troubleshooting. You can let us know about playback issues through the app by going to Settings > Report a problem.

On Android TV

Verify your Internet connection:

  1. Open the Google Play Movies & TV app Google Play Movies.
  2. Move down and select Verify your network settings > Wi-Fi.
    • If you don't see Verify your network settings in the Movies app, go to your device's Settings menu and select Network > Wi-Fi.
  3. Select a network and follow the on-screen instructions to connect.
  4. Return to the Google Play Movies and try replaying your video.

Make sure your system is up to date:

  1. Go to your device's Settings menu.
  2. Select About > System update > Check now.
  3. Try replaying your video.

Clear app cache:

  1. Go to your device's Settings menu.
  2. Select Apps.
  3. Under "System apps," move to the right and select Google Play Movies & TV Google Play Movies.
  4. Select Clear cache.
  5. Try replaying your video.

Shana is a Google Play expert and author of this help page. Help her improve this article by leaving feedback below.

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