You may be currently experiencing issues with your TCL TV featuring Google TV. We are aware of these issues and are looking to resolve them through system updates as soon as possible. To ensure you have the latest update, follow the instructions here.

Fix problems with videos in your library

If you can’t find a movie or show that you’ve rented or purchased in your library, try the solutions in this article. These steps help with most playback issues and errors.

Check if your show or movie is hidden

  1. From the Google TV home screen, at the top right, select your Profile picture or Initial.
  2. Select Settings and then Account and then Hidden purchases & rentals.
  3. If you find the movie or show:
    1. Select the movie or show you want to unhide.
    2. Go back to the Google TV home screen.
    3. Select the Library tab.
    4. Your movie or show should be in your library.

Hide movies & shows you’ve rented or purchased

You can hide a movie or show in your library.

Important: This option isn't available on the Google TV mobile app. Movies and shows you hide in your library still appear in the Google TV mobile app.

Hide a movie or show from your library

  1. From the Google TV home screen, select the Library tab.
  2. Scroll and select the movie or show you want to hide.
  3. Scroll and select Hide.
  4. When prompted, select Confirm.

Unhide a movie or show from your library

  1. From the Google TV home screen, at the top right, select your Profile picture or initial.
  2. Select Settings and then Account and then Hidden purchases & rentals.
  3. Select the movie or show you want to unhide.
  4. Go back to the Google TV home screen and select the Library tab.
  5. Your movie or show should be in your library.
Tip: You can still find and watch your hidden movies or shows with the Assistant.

Fix problems playing videos on a Google TV device

Clear your device's cache

  1. From the Google TV home screen, at the top right, scroll to your Profile picture or initial.
  2. Select Settings and then Apps.
  3. Choose the app you have trouble with.
  4. Select Clear cache and then Ok.
Tip: If you can’t find the app you have trouble with, select See all apps.

Check for device updates

  1. From the Google TV home screen, at the top right, scroll to your Profile picture or initial.
  2. Select Settings and then System and then About and then System update.
  3. If a system update is available, install it.

Restart your Google TV device

  1. From the Google TV home screen, at the top right, scroll to your Profile picture or initial.
  2. Select Settings and then System and then Restart.
  3. After the device shuts down, to turn it on again, press the Power button.

Fix problems playing videos in the Google TV app

Clear the app’s cache

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

Check for app updates

  1. Open the Google Play Store app Google Play.
  2. At the top right, tap your Profile picture or initial.
  3. Tap Manage apps & devices.
  4. Under "Updates available," choose to update all apps or a specific app.

Restart your phone or tablet

  1. Press and hold the Power button until the menu pops up.
  2. Tap Power off or Restart.
  3. If you tapped Power off, press and hold the Power button until your device turns on again.

Download the movie or show

  1. Open the Google TV app .
  2. Tap Your stuff and then Library.
  3. Select a movie or show.
  4. Tap Download Download.

Remove & retry your download

Step 1: Remove the movie or show from your device

  1. Open the 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 Downloaded
  4. Tap 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 TV .
  4. Tap Storage & cache and then Clear cache.

Step 3: Try your download again

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

More troubleshooting you can try

Check your internet connection
  1. Restart your Wi-Fi router. 
  2. Unplug the power cord.
  3. Wait 20 seconds.
  4. Plug the cord back in.

Tips:

  • If you're connected to the internet but still have trouble: Try to connect to another Wi-Fi network.
  • If you use a mobile network: Connect to Wi-Fi instead.
Play a different video
  • If you have other content in your library: You can play it to find out if the issue only happens with a particular movie or TV show.
  • If other content you own doesn't have the same issue: You can contact the Google Play team for help through email or chat.
Play the video on a different device
  • If you have another device: Use that device to play back the content you have issues with. Learn where you can watch your content.
  • If the content plays back without issues on another device, or if you can't find all your content: You can contact the Google Play team for help through email or chat.
Contact us for more help

If the steps above don't solve the problem, you can reach out to our support team for help through email or chat. You can also contact us if content doesn't appear in your Library.

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