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 with a video

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

Step 1: Try a different internet connection

Change your internet connection, then replay your video.

  • 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 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 .
  4. Tap Storage & cache and then Clear cache.
  5. Replay your video.

Step 3: Download your video

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

Learn how to watch movies and TV offline.

Fix problems with a downloaded video
Important: You need an internet connection to fix a downloaded video.

Step 1: Remove the video from your device

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

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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