My movie won't play or is showing an error

If your movie keeps buffering, is lagging, or isn't playing correctly, one of the troubleshooting solutions below may fix the issue. These steps can help with most playback issues and errors.

If you have tried the steps below and your video is still not playing correctly, you can try watching on a different device, or request a refund.

If you're seeing one of the following errors, click the link to see specific troubleshooting steps for that error:

  • Error 214: "There was a problem playing the video (214). Try playing the video again or restarting your device.”
  • Error 408: "Can't connect to Google Play (Error 408)."

Problems watching a video on your phone or tablet

  1. Make sure you're using the latest version of the Google Play Movies & TVapp Google Play Movies.
  2. Close and re-open the Google Play Movies & TV app. 
  3. Restart your device.
  4. If restarting your device doesn't help, follow the instructions below for your video.
I'm streaming my video with an Internet connection

Try a different Internet connection:

  1. If you're connected to your mobile network, try connecting to Wi-Fi (if available), or vise versa.
    • Note: Depending on your data plan, streaming or downloading a movie when not connected to Wi-Fi may result in additional data charges.
  2. Try playing your video.

If switching your Internet connection doesn't work, try deleting the app's cache:

  1. Go to your device's Settings menu > Apps or Manage Apps > Google Play Movies & TV Google Play Movies > Clear cache.
  2. Try replaying your video.

If you are still having trouble, try downloading your video:

  1. Open the Google Play Movies & TV app Google Play Movies .
  2. Touch the download icon Download.
I'm watching a downloaded video

If your downloaded video is not playing correctly, follow the steps below to remove it, clear your cache, and try downloading again.

Note: These instructions require an Internet connection.

  1. Open Google Play Movies & TV Google Play Movies > My Library.
  2. Find the problem video and remove it by touching the red check mark .
  3. Go to your device's Settings menu > Apps or Manage Apps > Google Play Movies & TV Google Play Movies > Clear cache.
  4. Go back to the Movies & TV app and download the video again by touching the download icon Download.

Problems watching videos on your computer or TV

Follow the instructions for your device.

I'm watching on my computer

If your video is buffering or loading slowly:

Try watching your video on Google Chrome. If you can't use Chrome, or are still having trouble, try the steps below.
  1. 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 > 360p or Auto.

If you see an error message that you're blocking third-party cookies:

You'll need to enable cookies on your browser. On Google Chrome:

  1. Select the Chrome menu icon Chrome Menu
  2. Select Settings.
  3. Near the bottom of the page, select Show advanced settings.
  4. In the "Privacy" section, select Content settings.
  5. Select Allow local data to be set (recommended).
  6. Select Done.

For other browsers, please see your browser's help resources.

I'm using 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.

Try using a wired Internet connection instead of Wi-Fi, if possible.

If you're still having trouble, go to the Roku support site for additional troubleshooting. You can submit feedback about issues watching videos on the Google Play Movies & TV app by going to Settings > Report a problem directly after your playback problem.

I'm using 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 Movies & TV app and try replaying your video.

Note: If you're still having trouble playing a video over Wi-Fi, try switching to a wired Internet connection if available.

Make sure your system is up to date:

  1. Go to your device's Settings menu.
  2. Select About > System update > Check now.
  3. If an update is available, install it, and then try replaying your video.

Restart your device:

  1. Go to your device's Settings menu.
  2. Select About > Restart.
  3. Once the system restarts, 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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