My movie won't play or is showing an error

If your movie keeps buffering, lagging, or isn't playing correctly, one of the solutions below may fix the issue. These troubleshooting steps can help with most playback issues and errors.

If you’ve tried these steps, and your video is still not playing correctly, you can test watching on a different supported device.

Fix problems watching a movie on your computer

Examples of common error messages:
  • Sorry, there was an error licensing this video.
  • This video requires payment.
  • An error occurred. Please try again later.
  • We are experiencing problems with our servers. Please try again later.
  • Something went wrong.

If you get an error similar to the ones of the above, try these steps:

  1. Make sure your computer is up to date.
  2. Make sure you’re not signed in to a Brand Account.
  3. Close and re-open your web browser.
  4. If you have many browser tabs open, try to close most of them except for the one you’re using for YouTube.
  5. Update your browser to the latest version.
  6. Use Google Chrome as your browser.
  7. Restart your device.

Fix problems with buffering or loading videos

On Google Chrome, try watching your video. If you can't use Chrome, or are still having trouble, try the steps below.

  1. On your computer, reload or restart your internet browser.
  2. Check your internet speed. If you're using a slower internet connection, try closing other browsers, tabs, and apps. You can also try restarting your modem or router.
  3. Update your browser to the latest version. If your browser is already up to date, try clearing your cache and cookies.
  4. For non-Chrome browsers, try lowering your video quality. In the lower right of the video player, click Settings   and then 360p or Auto.
  5. Restart your device.

Fix error message on blocking third-party cookies

You'll need to turn on cookies on your browser.

  1. On your computer, open Chrome Chrome.
  2. Click More  and then Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," select Site settings and then Cookies and site data.
  5. Select Allow sites to save and read cookie data (recommended).

Fix problems with your movie getting stuck

On the movie's timeline, click fast forward to the next couple of scenes to see if the movie will start playing normally again.

If this action doesn’t help, try closing and re-opening your web browser. If you're still having trouble, check for any browser updates or try a different supported browser, such as Chrome. If these actions don’t help, try clearing your cache and cookies.

Fix problems with missing purchases in library

If you’ve bought movies or shows but can’t see them in your library, you may be logged into a Brand Account. To see your movies and shows, you can switch to your personal account. You can also check to see whether you have a Brand Account

To switch to your personal account:

  1. In the top right corner of YouTube, click your channel icon.
  2. Next to your profile picture, tap Switch account and then. You'll see a list of the Accounts that you manage and your Google Account identity.
  3. Click the account you want to use. If you choose a Brand Account that doesn't have a channel, you can create a channel for that page.

Fix problems watching a movie on your TV

Quit and reopen the YouTube app

  1. Press the home button on your remote.
  2. Reopen the YouTube app.
  3. Try replaying your video.

Sign out of the YouTube app and sign back in

  1.  Open the YouTube app.
  2. Select Settings and then Sign out.
  3. Go back to Settings and select Sign in. You may need to enter a code.
  4. Try replaying your video.

For game consoles: delete and reinstall the YouTube app

  1. Go to My Channels.
  2. Highlight YouTube.
  3. Press the star button on your remote and then Remove.
  4. Reinstall the app from the Channel Store.
  5. Try replaying your video.

Restart your device

  1. Disconnect your device from power.
  2. Wait several seconds.
  3. Reconnect your device.
  4. Return to the YouTube app and try replaying your video.

Check your internet connection

Watching movies, especially in higher definition, requires higher internet speed than you might need while watching other YouTube videos. If you’re having connectivity issues, reducing the number of devices connected to your network may help improve your speed. You can find more steps for troubleshooting your internet connection here.

Update the system software for your device

Check for any available updates to your device’s system. You can check for updates by looking in the system update section of your device settings. If an update is available, follow the on-screen instructions to update the system, then try your video again.

If you’re having trouble updating or seeing streaming issues across several different services, check your device manufacturer’s support site for help troubleshooting.

Send feedback

You can submit feedback about issues watching videos on the YouTube app by going to your profile icon and then Help and Feedback and then Send Feedback directly after your playback problem.

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