Fix problems with your videos on Google TV

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
  1. Restart your Wi-Fi router. Unplug the power cord, wait 20 seconds, and plug it back in.
  2. If you're connected to the internet but still have trouble, try to connect to another Wi-Fi network.
  3. If you use a mobile network, connect to Wi-Fi instead.
Clear your cache

On a Google TV device:

  1. From the Google TV home screen, in the top right, go to the user profile icon and select Settings.
  2. Select Apps and choose the app you're having trouble with.
    • If you can't find it, select See all apps.
  3. Select Clear cache and then Ok.

On an Android phone:

  1. Open your device's Settings.
  2. Tap Apps & notifications and then See all apps.
  3. Tap Google TV  and then Storage & cache and then Clear cache.
Check for device & app updates

On a Google TV device:

  1. From the Google TV home screen, in the top right, go to the user profile icon and select Settings.
  2. Select System and then About and then System update.
  3. If a system update is available, install it.

On an Android phone:

  1. On your Android phone or tablet, make sure you have the latest version of the Google TV app.
  2. Open the Google Play Store Google Play.
  3. Tap Menu Menu and then My apps & games.
  4. Install any available updates.
Restart the device

On a Google TV device:

  1. From the Google TV home screen, go to the user profile icon and select Settings. 
  2. Select System and then Restart.
  3. After the device shuts down, press the Power button to turn it on again.

On an Android phone:

  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.
Play a different video
  1. 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.
  2. If other content you own doesn't have the same issue, email or chat with the Google Play team for help.
Play the video on a different device
  1. If you have another device, use that device to play back the content you have issues with. Learn where you can watch your content.
  2. 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.
Contact Google Play for more help

If the steps above don't solve the problem, email  or chat with the Google Play team for help. You can also contact us if content doesn't appear in your Library.

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