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Troubleshoot video streaming issues

YouTube video streaming issues can be caused by many factors. By troubleshooting your internet or device connection, you may be able to play your videos again.

You may be experiencing a video streaming issue if you’ve seen one of these notifications:

  • An error has occurred.
  • Playback error. Tap to retry.
  • Connection to server lost.
  • This video is unavailable.
  • Something went wrong. Tap to Retry.

Troubleshoot internet and device connection

You may be able to play your YouTube videos again by following the steps below for internet and device connections.

Internet speed

The quality of your home or cellular network can strongly affect how smoothly videos will play. To play videos on YouTube, you need an internet or cellular connection with a download speed of 500+ Kbps. To play HD video, you need an internet or cellular connection with a download speed of at least 7 megabits per second (Mbps). To find out if your Internet Service Provider is HD Verified, visit the Video Quality Report.
To find out how fast your download speed is, visit Google.com and search for “Internet Speed Test”, then click or touch “Run Speed Test.”
Once you know how fast your internet is, use the chart below to find out what you can expect from YouTube streaming:

Download speed per connected device

Stream quality
25 Mbps +                                                         Recommended for 4K/Ultra HD quality.                                        
5 Mbps +     Recommended for HD quality.   
3 Mbps +     Recommended for standard definition quality.
Less than 3 Mbps YouTube videos may load slowly or rebuffer.

 

Note that the download speed is per connected device. For example:

  • We’d recommend a download speed of 3.0 Mbps + for one device to stream videos in standard definition.
  • We’d recommend a download speed of 6.0 Mbps + for two devices on the same network to stream videos in standard definition.

If your download speed meets requirements, but you're still experiencing playback issues, check the device troubleshooting steps below for more information.

Smart TVs, Chromecast, and game consoles

  • Restart the YouTube app.
  • Restart your device: hard reboot (disconnect power and reconnect).
  • Open youtube.com/tv in Chrome and attempt the same action(s).
  • For game consoles: Uninstall and reinstall the YouTube app.
  • Update your device’s firmware/system software.

Follow the instructions below for the YouTube app or mobile site.

YouTube app

Check your data usage

Make sure data usage for YouTube is enabled on your device.

  1. Go to your device Settings.
  2. Tap Cellular.
  3. Under the "Use cellular data for" section, go to YouTube. 
  4. Next to YouTube, tap the button so it's on.

Mobile site

  • Restart your mobile browser.
  • Restart your device.

 

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