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 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.

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. At the bottom, tap Library.
  3. Select your 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: Email or chat with the Google Play team for help.
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: Email or chat with the Google Play team for help.
Contact us for more help

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

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