Troubleshooting your Stadia experience

If you experience slow game responses or degraded visual quality in your Stadia game streams, you may have a weak internet connection, a network issue, or an issue with one of your devices. These issues might be affecting your Stadia connection or Stadia Pro features like 4K, HDR, or 5.1 surround sound.

Before you start troubleshooting, test your internet connection to make sure your connection speed is 10 megabits per second (Mbps) or greater. Even if you've signed up for an internet plan of 10 Mbps or greater, we recommend testing your connection on the device you'll use in the location where you want to play.

You can resolve your issue in one of two ways:

 Use our interactive troubleshooter  or follow the steps below.

Troubleshoot network issues

Follow these steps if you experience issues with game response or visual quality when playing on your network.

On a TV using Chromecast Ultra

1. Plug your Chromecast Ultra into a wired Ethernet connection, if possible.
   • Note: Your Chromecast Ultra has an Ethernet port on the power adapter.
2. If you're using Wi-Fi, move your Chromecast Ultra closer to your Wi-Fi router. This will increase signal strength. Keep your Chromecast Ultra and Wi-Fi router at least 2 feet apart to prevent interference.
3. If you're playing on a TV, turn on "Game Mode" in your TV's settings, if available. It can reduce latency. Check with your TV's manufacturer for instructions.
4. Stop streaming music or video on the same Wi-Fi network when you're playing Stadia, even if it's happening somewhere else in your home.
5. If you have a dual-band router, use the 5 Ghz Wi-Fi band instead of the 2.4 Ghz band. Also, make sure the encryption method on your router is AES or "Mixed." To learn how to make these changes, check your Wi-Fi router's instructions, or contact the router's manufacturer.
6. Stop or pause any downloads or backups on the same Wi-Fi network.
7. If you're still experiencing issues, lower your Performance settings.

On stadia.com (Google Chrome)

1. Plug your computer into a wired Ethernet connection, if possible.
2. If you're using Wi-Fi, move your computer closer to your router to increase signal strength. Keep them at least 2 feet apart to prevent interference.
3. Stop streaming music or video on the same Wi-Fi network, even if it's happening somewhere else in your home.
4. If you have a dual-band router, use the 5 Ghz Wi-Fi band instead of the 2.4 Ghz band. Also, make sure the encryption method on your router is AES or "Mixed." To learn how to make these changes, check your Wi-Fi router's instructions, or contact the router's manufacturer.
5. If your router supports Quality of Service (QoS), enable or disable it in your router's settings. Check with your router's manufacturer for instructions.
6. To free up bandwidth, stop or pause any downloads or online backups.
7. If you use a firewall or VPN, make sure your rules don't restrict traffic on ports in the range 44700 - 44899 (TCP and UDP). These ports are required for playing games on Stadia. Please note that this range might change in the future.
   • Note: If you're using a work or school network, your network administrator may have blocked ports in this range.
8. Disable any Chrome extensions, such as VPN extensions, that block the WebRTC protocol.
   • Note: Blocking the WebRTC protocol will prevent Stadia from working properly. Check the Chrome Web Store for information about your extensions.
9. If you're still experiencing issues, lower your Performance settings.

In the Stadia app (mobile device)

1. Make sure your mobile device is connected to your Wi-Fi network.
   • Note: If you're using your mobile data plan to play Stadia on your mobile device, you won't be able to play wirelessly with your Stadia Controller. To play wirelessly, connect your mobile device and Stadia Controller to the same Wi-Fi network.
2. Move your mobile device closer to your Wi-Fi router. This will increase signal strength. Keep them at least 2 feet apart to prevent interference.
3. If you have a dual-band router, connect your mobile device to the 5GHz Wi-Fi band instead of the 2.4GHz band.
   • Note: To learn how to switch, check your Wi-Fi router's instructions, or contact your router's manufacturer.
4. Stop streaming music or video on the same Wi-Fi network when you're playing Stadia, even if it's happening somewhere else in your home.
5. Stop or pause any downloads or backups happening on the same Wi-Fi network.
6. If you've enabled mobile data usage on your mobile device, your cellular internet connection might not be strong enough. Enable Wi-Fi in your device's settings and connect it to your Wi-Fi network.
7. If you're still experiencing issues, lower your Performance settings.

Stadia Controller connectivity

If your Stadia Controller is unresponsive or you experience missing or delayed button presses, try the following tips:

1. Use a functional charger and USB-C cable to plug your Stadia Controller into a power source and charge it for 30 minutes.
2. Hardware reset your Stadia Controller.
3. With the controller off, hold down the Y button , then press the Stadia button until the controller rumbles and the status light turns on.
4. Make sure you set up your controller on your Wi-Fi network using your mobile phone and the Stadia app .
5. Turn off any Virtual Private Network (VPN) services you have enabled on your network.
6. Go into your Wi-Fi router's settings and make sure Access Point (AP) Isolation is disabled. This is also known as "client mode" or "guest mode". For more information, check with your router's manufacturer.
   • Note: AP Isolation is often enabled on public networks in places like hospitals, hotels, student dorms, or corporate networks. This setting can prevent your Stadia Controller and Chromecast from communicating with each other. If you're on a public network, check with your network administrator for more information.
7. Unplug your Wi-Fi router from a power outlet, then wait at least 30 seconds and plug it back in.

If you're still having trouble, try to turn off or reset your controller.

Troubleshoot device issues

Follow these steps if you experience issues with game response or visual quality when you play Stadia on your TV, computer, or mobile device:

TV with Chromecast Ultra

1. Install your Chromecast Ultra in a well-ventilated area.
2. Plug your Chromecast Ultra into an HDMI 2.0 (or greater) port on your TV.
3. Turn on "Game Mode" in your TV's settings, if available. Check with your TV's manufacturer for instructions.
4. Turn off 50Hz HDMI mode:
   1. On your mobile device, open the Google Home app .
   2. Tap the display your Chromecast Ultra is connected to.
   3. Tap Settings .
   4. Under "Display", turn off 50Hz HDMI mode.
5. Disable overscan in your TV's settings and set your picture size to fit the screen, especially if your screen seems stretched or out of bounds, or Stadia notifications appear cut off.
   • On some TVs, the "16:9" picture size implies overscan. For more information, check with your TV's manufacturer.
6. If you're still experiencing issues, lower your Performance settings.

Computer using Google Chrome

1. Make sure JavaScript is enabled in Google Chrome for stadia.com.
2. Sign into Stadia in an Incognito window if you experience issues with game response or visuals, or if a keyboard command doesn't work properly. If this resolves your issue, one of your browser extensions might be incompatible with Stadia. Disable some of your browser extensions, then try again.
3. Set your Google Chrome zoom settings to 100%.
4. Make sure the HDMI cable you use to connect your computer to your display supports HDMI 2.0 or greater, and is plugged into an HDMI 2.0 or greater port on both ends.
5. If you're using Windows 10, go to your display settings. Next, select Advanced scaling settings turn off the feature that lets Windows try to fix apps so they're not blurry.
6. Connect your computer to a single display. If your computer is connected to multiple displays in extended mode, performance may be degraded.
7. Enable or disable hardware acceleration in Google Chrome.
8. If you're still experiencing issues, lower your Performance settings.

Mac troubleshooting

If you're using a Mac and experiencing performance issues, try these steps:

1. Turn off Location Services:
   1. Go to System Preferences Security & Privacy Privacy.
   2. Uncheck "Enable Location Services".
   3. If you're playing in the same location, remember to turn this back on after you're finished playing.
2. Turn off Wireless Direct Link (AWDL):
   1. In your Applications Utilities folder, open the Terminal program.
   2. Type the following text into the Terminal: sudo ifconfig awdl0 down
   3. Press Enter. Note that this will affect related continuity features such as Airdrop and Airprint.
   4. When you're finished playing, type the following text into the Terminal: sudo ifconfig awdl0 up press Enter.
3. If you're still experiencing issues, lower your Performance settings.

Mobile device using the Stadia app

1. Close any open apps on your mobile device that you aren't using.
2. Stop any downloads on your mobile device, such as app updates.
3. Restart your mobile device.
4. If you're still experiencing issues, lower your Performance settings.

You can also play Stadia on your iPhone or iPad using a Safari web app. More mobile devices will be made compatible with Stadia over time, even if they don't appear in the above list.

 

To try playing Stadia on an Android device that is not currently supported, sign into the Stadia app on the device you want to try, open your Stadia settings, tap Experiments, then turn on Play on this device. This setting will only affect the device you set it on, and you can turn it off at any time. Note that your play experience may vary depending on your mobile device and network speed.

Troubleshoot 4K, 5.1 Surround Sound, or HDR

Note: Before you troubleshoot 4K, HDR, or 5.1 surround sound, make sure you have an active Stadia Pro subscription, and that your device meets the hardware requirements for each feature you want to use.

4K troubleshooting

1. Verify that you have an active subscription to Stadia Pro. 4K is only available to Stadia Pro subscribers.
2. In the Performance settings of the device you're using, set your resolution to Up to 4K. Also check your connection status to verify you're playing in 4K.
   • Note: Not all games support 4K resolution.
3. Make sure your TV or computer display supports 4K.
   • Note: If you're using a TV, enable 4K in your TV's and receiver's settings. This is sometimes referred to as "4K HDMI pass-through mode."
4. Connect your device to your display with an HDMI 2.0 (or greater) cable.
5. Exit the game, then launch it again.

If you resume a game session on your Chromecast Ultra or computer from another device that does not support 4K, you'll need to restart the session to get 4K. To do this, exit the game, then launch it again.

Confirm you're playing in 4K

1. On your Stadia Controller, press the Stadia button .
   • If you're using a computer keyboard, press Shift + Tab.
2. Select Connection.

Look for the "4K" icon to verify that you're playing in 4K.

5.1 Surround Sound troubleshooting

Plug your Chromecast Ultra, TV, or computer into a sound system that supports 5.1 surround sound.

Confirm you're playing with 5.1 Surround Sound

1. On your Stadia Controller, press the Stadia button .
   • If you're using a computer keyboard, press Shift + Tab.
2. Select Connection.

Look for the “5.1” icon to verify that you're playing with 5.1 surround sound.

HDR troubleshooting

Note: HDR is currently supported on Chromecast Ultra. We are working to enable support for HDR on stadia.com and on other supported devices. Stay tuned!

Options to enable HDR go by different names depending on the TV manufacturer, model, and firmware. These names include, but are not limited to: "HDR", "HDR 10", “HDR 10+”, "Dolby Vision", "Deep Color", "Ultra HD Color", "UHD Color", "Ultra HD Premium", "UHD Premium", "Enhanced Format", "BT 2020", "ST 2084", and "PQ".

To troubleshoot HDR:

1. Make sure your TV supports the HDR10 standard.
2. Enable HDR in your TV's and receiver's settings, then plug your Chromecast Ultra into a port that supports HDR.
   • You might have to enable HDR for the specific port the Chromecast is plugged into on your TV, if that port supports it. Some ports do not.
3. Connect your Chromecast directly to your TV. Devices that are plugged in between the Chromecast and the TV (such as audio/video receivers) may interfere with HDR, depending on the device.
4. Update your TV's firmware. This can usually be done from the TV's menu.

Confirm you're playing in HDR

1. On your Stadia Controller, press the Stadia button .
2. Select Connection.
3. Look for the "HDR" icon to verify if you're playing in HDR.

Learn more about how to stream and troubleshoot HDR on Chromecast Ultra.

I got an error message. What does it mean?

"Please check your connection"

What it means:

• If you get this message before you start your game: While your game was loading, Stadia tested your connection and determined that it wasn't strong enough to play a game.
• If you get this message because your game stopped: Your connection wasn't strong enough to continue playing. For the next 10 minutes, you'll be able to return to where you left off in the game if you improve your internet connection.

"The game may stop because your connection isn't stable"

What it means:

Your internet connection might not be strong enough, or there could be an issue with your device. This might cause your game to stop while you are playing.

For more information about the error message, open your connection panel while you're playing a game:

1. On your Stadia Controller, press the Stadia button .
   • On your computer keyboard, press Shift + Tab.
2. Select Connection.

"No internet connection"

What it means:

Your device lost its internet connection.