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. Make sure your computer is up to date.
  2. Close and re-open the Google Play Movies & TV web browser
  3. Restart your device.
  4. Once the system restarts, try replaying your video.

Fix problems with buffering or slow loading videos

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

  1. On your computer, 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​ and then 360p or Auto.

Fix error message on blocking third-party cookies

You'll need to enable cookies on your browser.

  1. On your computer, open Chrome Chrome.
  2. Click More Moreand then Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," select Site settings and then Cookies and site data.
  5. Select Allow sites to save and read cookie data (recommended).


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 & TV 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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