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. On your iPhone or iPad, 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

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 iPhone or iPad, 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.

Step 3: Download your video

  1. On your iPhone or iPad, 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 from your device

  1. On your iPhone or iPad, 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 iPhone or iPad, 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.

Step 3: Try your download again

  1. On your iPhone or iPad, 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 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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