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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 with a movie or show

  1. Make sure your device uses the latest version of Google Play Movies & TV Play Movies or Google TV app .
  2. Close and reopen the app.
  3. Restart your device.
  4. Once the system restarts, replay your movie or show.
Fix problems streaming a movie or show

Step 1: Try a different internet connection

Change your internet connection, then replay your movie or show.

  • If you're connected to your mobile network: Connect to Wi-Fi.
  • If you’re connected to Wi-Fi: Connect to your mobile network. Based on your data plan, streaming or downloading a movie or show may result in additional charges.

Step 2: Delete the app's cache

  1. On your device, open the Settings app.
  2. Tap Apps & notifications and then See all apps.
  3. Tap Google Play Movies & TV Play Movies or Google TV app .
  4. Tap Storage & cache and then Clear cache.
  5. Replay your movie or show.

Step 3: Download your movie or show

  1. Open Google Play Movies & TV Play Movies or Google TV app .
  2. At the bottom, tap Library.
  3. Select your movie or show.
  4. Tap Download Download.

Learn how to watch movies and TV offline.

Fix problems with a downloaded movie or show
Important: You need an internet connection to fix a downloaded movie or show.

Step 1: Remove the movie or show from your device

  1. Open Google Play Movies & TV Play Movies or Google TV app .
  2. Tap Library.
  3. At the bottom right of the movie or show that doesn't play correctly, tap the Check Mark Red check mark and then Remove.

Step 2: Clear your cache

  1. On your device, open the Settings app.
  2. Tap Apps & notifications and then See all apps.
  3. Tap Google Play Movies & TV Play Movies or Google TV app .
  4. Tap Storage & cache and then Clear cache.

Step 3: Try your download again

  1. Open Google Play Movies & TV Play Movies or Google TV app .
  2. Tap Library.
  3. At the bottom right of the movie or show you want to watch, tap Download Download.

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 Play Movies.
  3. Replay your movie or show.
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 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 and then 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 Play Movies.
  2. Select Verify your network settings and then Wi-Fi.
    • If you don't find "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 movie or show.

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 movie or show.

Send feedback

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

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.

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