Troubleshooting connection and stream quality issues

Before you try other troubleshooting steps, make sure your internet has a connection speed of 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.

Learn about data usage, bandwidth controls and ISPs.

Troubleshoot slow game responses or degraded visual quality

Your Google Chromecast Ultra, computer, or phone might have a weak internet connection. To improve the connection, here are some things you can try.

Chromecast

Tips for improving game streaming quality

  • Plug your Chromecast Ultra into a wired Ethernet connection, if possible.
    • Note: Your Chromecast Ultra has an Ethernet port on the power adapter.
  • Make sure your Chromecast Ultra is plugged into your TV via an HDMI 2.0 (or greater) port.
  • Turn on Game Mode in your TV's settings, if available. Check with your TV's manufacturer for instructions.
  • If you're using Wi-Fi, move your Chromecast Ultra closer to your Wi-Fi router. This will increase signal strength. Keep them at least 2 feet apart to prevent interference.
  • If you have a dual-band router, use the 5GHz Wi-Fi band instead of the 2.4GHz band. To learn how to switch, check with your Wi-Fi router's manufacturer for instructions.
  • To free up bandwidth that's being used for streaming or downloading, stop streaming music or video on the same Wi-Fi network, even if it's happening somewhere else in your home. Also, stop or pause any downloads or backups.
  • Turn off 50Hz HDMI mode:
    1. On your mobile device, open the Google Home app Google Home app.
    2. Tap the display your Chromecast is connected to.
    3. Tap Settings Settings icon.
    4. Under "Display", turn off 50Hz HDMI mode.

Tip for improving screen distortion

If your screen seems stretched or out of bounds, or Stadia notifications appear cut off, set your picture size to “screen fit” and disable overscan in your TV's settings. On certain TVs, the "16:9" picture size implies overscan. Check with your TV's manufacturer for instructions.

stadia.com (Google Chrome)

  • Plug your computer into a wired Ethernet connection, if possible.
  • Make sure JavaScript is enabled in Chrome for stadia.com.
  • Open a new Incognito Window for Stadia.
    • If this resolves the issue, you might have a browser extension, such as an ad blocker, that’s incompatible with Stadia.
  • Before you launch a game, make sure your Google Chrome zoom settings are set to 100%.
  • If you're using Wi-Fi, move your computer closer to your Wi-Fi router. This will increase signal strength. Keep them at least 2 feet apart to prevent interference.
  • Use the 5GHz Wi-Fi band instead of the 2.4GHz band. Check with your Wi-Fi router’s manufacturer for instructions on how to switch.
  • Stop streaming music or video on the same Wi-Fi network, even if it's happening somewhere else in your home. Stop or pause any downloads or online backups. This can free up bandwidth that's being used for streaming or downloading.
  • Make sure you don't have a Chrome extension that blocks the WebRTC protocol as this will prevent Stadia from working properly. Some VPN Chrome extensions may do this. Check the information for your extension in the Chrome Web Store.
  • Make sure your firewall or VPN rules do not restrict traffic on ports in the range 44700 - 44899 (TCP and UDP). These are required ports for playing games on Stadia. Note: This range might change in the future.
    • If you're using a work or school network, check with your network administrator. Your network administrator might block ports in this range.
  • If you're playing on a Mac, temporarily disabling Location Services may improve your connection by reducing the frequency of Wi-Fi scanning, which can interfere with Stadia. To disable Location Services, go to System Preferences and then Security & Privacy and then Privacy, then uncheck "Enable Location Services". You can turn Location Services back on after you're done playing.
  • If you use an HDMI cable to connect your computer to your display, make sure the cable supports HDMI 2.0 or greater, and is plugged into an HDMI 2.0 or greater port on both ends.
  • If you use multiple displays in extended mode, disabling this configuration (so that your computer is only connected to one display) may improve performance while playing Stadia.

Stadia mobile app (phone or tablet)

  • Connect your phone to Wi-Fi.
  • If you're using Wi-Fi, move your device closer to your Wi-Fi router. This will increase signal strength. Keep them at least 2 feet apart to prevent interference.
  • Use the 5GHz Wi-Fi band instead of the 2.4GHz band. Check with your Wi-Fi router's manufacturer for instructions on how to switch.
  • Stop streaming music or video on the same Wi-Fi network, even if it's happening somewhere else in your home. Stop or pause any downloads or backups. This can free up bandwidth that's being used for streaming or downloading.

Tips for improving Stadia Controller connectivity

If your Stadia Controller is slow or unresponsive, it might be having trouble connecting to Stadia. To resolve issues like missing or delayed button presses, here are some things you can try.

  • Move your Stadia Controller closer to your Wi-Fi router. This will increase signal strength.
  • Stop streaming music or video on the same Wi-Fi network, even if it's happening somewhere else in your home. Stop or pause any downloads. This can free up bandwidth that's being used for streaming or downloading.
  • Limit the number of other devices using a lot of bandwidth on the same Wi-Fi network.

Troubleshoot an error message

These are some common error messages you might encounter.

"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.

Troubleshooting steps

  • If possible, connect to the internet via Ethernet.
  • Move your game-playing devices closer to your Wi-Fi router.
  • Stop streaming music or videos on the same Wi-Fi network.

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

What it means

Your internet connection might not be strong enough. If your internet connection is too weak, it might cause your game to stop while you are playing on Stadia.

Troubleshooting steps

Before you troubleshoot, save your progress in your game.

  • If possible, connect to the internet via Ethernet.
  • Move your game-playing devices closer to your Wi-Fi router.
  • Stop streaming music or videos on the same Wi-Fi network.

"No internet connection"

What it means

Your device lost its internet connection.

Troubleshooting steps

  • Check your device’s Wi-Fi settings.
    • If your Wi-Fi network is unavailable, restart your router by unplugging it for 30 seconds, then plugging it back in.
    • If your Wi-Fi network is available but disconnected, reconnect it.
  • If you're using Ethernet, make sure your cable is plugged in.
  • Restart your device.

Troubleshoot 4K, 5.1 Surround Sound, or HDR

4K, 5.1 Surround Sound, and HDR require an active Stadia Pro subscription.

4K

Note: 4K is currently only supported using Chromecast Ultra or a Windows computer or Chromebook using Google Chrome.

Requirements

  • Minimum internet connection speed of 35Mbps.
  • Your TV or computer display must support 4K (3840 x 2160 resolution).
  • If you’re playing on a Windows computer or Chromebook, you’ll need a GPU capable of VP9 hardware decoding.
  • Data usage settings set to Best visual quality.
  • If you connect your Chromecast Ultra to a receiver, you'll need a high-speed HDMI cable to connect the receiver to your TV.

Troubleshoot common issues

  • Enable 4K in your TV's and receiver's settings.
  • If you're a Stadia Pro subscriber, set “Data usage and performance” to Best visual quality in the Stadia app.
  • Make sure your network can support 4K.
    • If possible, connect to the internet via Ethernet.
    • Move your game-playing devices closer to your Wi-Fi router, but keep your devices at least 2 feet away from your router.
    • Turn off any video or music that's streaming on the same network.
  • If your Chromecast Ultra is connected to your receiver, enable 4K HDMI pass-through mode on your receiver.
  • If you resume a game session on your Chromecast Ultra or computer from another device that does not support 4K, you will need to restart the session to get 4K. To do this, first exit the game on your Chromecast Ultra or computer, then launch it again.

Confirm you're playing with 4K

When playing a Stadia game on a computer or a 4K TV with Chromecast Ultra, you can check to see if you're playing in 4K:

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

Check for the "4K" icon. If it's on the screen, you're playing in 4K.

5.1 Surround Sound

Note: 5.1 Surround Sound is currently only supported on Chromecast Ultra. We are working on enabling support for 5.1 surround sound on stadia.com. Stay tuned!

Troubleshoot common issues

There are two options for enabling 5.1 surround sound on Stadia:

  • If your TV and audio receiver both support HDMI eARC (enhanced Audio Return Channel), you can connect your Chromecast Ultra directly to your TV and send the audio to your receiver over HDMI eARC. If that does not work, try the next option.
  • Connect your Chromecast Ultra directly to your audio receiver. You may also need to enable 4K HDMI pass-through mode on your audio receiver to enable 4K gameplay on your TV.

Confirm you're playing with 5.1 Surround Sound

  • Open the Stadia menu on your Chromecast Ultra and select the Connection panel.
  • Check for the "5.1" icon. If it's on the screen, you're playing with 5.1 Surround Sound.

HDR

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

Troubleshoot common issues

  • Enable HDR in your TV's and receiver's settings.
  • Some of your HDMI ports might not be UHD/HDR enabled. Check that your Chromecast Ultra is plugged into a supported port.
  • Learn more about how to stream and troubleshoot HDR on Chromecast Ultra.

Confirm you're playing with HDR

  • Open the Stadia menu on your Chromecast Ultra and select the Connection panel.
  • Check for the "HDR" icon. If it's on the screen, you're playing in HDR.
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