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.

Fix problems watching a video

  1. On your Android phone or tablet, make sure you're using the latest version of the Google Play Movies & TV app Play Movies.
  2. Close and re-open the Google Play Movies & TV app.
  3. Restart your device.
  4. Once the system restarts, try replaying your video.
Fix problems streaming a video

Try a different Internet connection

  1. If you're connected to your mobile network, try connecting to Wi-Fi (if available), or vice 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. Play your video

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

  1. On your Android phone or tablet, open your device's Settings.
  2. Tap Apps, Manage Apps, or Application Manager. 
  3. Tap Google Play Movies & TV Play Movies.
  4. Tap Storage and then Clear cache.
  5. Try replaying your video.

If you still have problems trouble, download your video

  1. On your Android phone or tablet, open the Google Play Movies & TV app Play Movies.
  2. Tap Download Download.
Fix problems with a downloaded video

You’ll need an internet connection to follow these instructions.

Step 1: Remove the video

  1. On your Android phone or tablet, open the Google Play Movies & TV app Play Movies.
  2. Tap Library.
  3. Next to the video that isn't playing correctly, tap the red check mark Red check mark.

Step 2: Clear your cache

  1. On your Android phone or tablet, open your device's Settings.
  2. Tap Apps, Manage Apps, or Application Manager. 
  3. Tap Google Play Movies & TV app Play Movies.
  4. Tap Storage​ and then Clear cache.

Step 3: Try downloading again

  1. On your Android phone or tablet, open the Google Play Movies & TV app Play Movies.
  2. Find the video you want to watch.
  3. Next to the video, tap Download Download.

Fix problems with your movie getting stuck

On the movie's timeline, click fast forward to the next couple of scenes to see if the movie will start playing normal again. 

Fix problems watching on TV

Quit and reopen the Google Play Movies & TV app

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

Sign out of the Play app and sign back in

  1. Open Google Play Movies & TV app 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. Try replaying 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​ and then Remove.
  4. Reinstall the app from the Channel Store.
  5. Try replaying your video.

Use a wired Internet connection

Change your connection to use an ethernet cable instead.

More troubleshooting for Roku

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.

More troubleshooting steps

If you still have trouble, check Roku’s support site for additional troubleshooting.

More troubleshooting steps for Android TV

Check your Internet connection

  1. Open the Google Play Movies & TV app Play Movies.
  2. Move down and select Verify your network settings​ and then 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​ and then 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.

Make sure your system is up to date

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

Send feedback

You can submit feedback about issues watching videos on the Google Play Movies & TV app by going to Settings and then Report a problem directly after your playback problem.

Request a refund

If your video will not play correctly, you can request a refund.

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