If your movie or show buffers, lags, or doesn't play correctly, try the solutions below to fix the issue. These steps help with most playback issues and errors.
Check your internet connection
Clear your cache
Check for device & app updates
Restart the device
Play a different video
Play the video on a different device
Contact Google Play for more help
- Restart your Wi-Fi router. Unplug the power cord, wait 20 seconds, and plug it back in.
- 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.
On a Google TV device:
- From the Google TV home screen, in the top right, go to the user profile icon and select Settings.
- Select Apps and choose the app you're having trouble with.
- If you can't find it, select See all apps.
- Select Clear cache
Ok.
On an Android phone:
- Open your device's Settings.
- Tap Apps & notifications
See all apps.
- Tap Google TV
Storage & cache
Clear cache.
On a Google TV device:
- From the Google TV home screen, in the top right, go to the user profile icon and select Settings.
- Select System
About
System update.
- If a system update is available, install it.
On an Android phone:
- On your Android phone or tablet, make sure you have the latest version of the Google TV app.
- Open the Google Play Store
.
- Tap Menu
My apps & games.
- Install any available updates.
On a Google TV device:
- From the Google TV home screen, go to the user profile icon and select Settings.
- Select System
Restart.
- After the device shuts down, press the Power button to turn it on again.
On an Android phone:
- Press and hold the Power button until the menu pops up.
- Tap Power off or Restart.
- If you tapped Power off, press and hold the Power button until your device turns on again.
- 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, email or chat with the Google Play team for help.