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Troubleshoot video playback issues

YouTube video playback 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.

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

What you can do
100 Mbps + Stream 4K video at a high framerate.
50 Mbps + Reliably stream HD videos at high framerate on multiple devices at the same time.
25 Mbps + Reliably stream HD videos on multiple devices at the same time.
13 Mbps + Stream a few HD videos at once.
7 Mbps + Stream one HD video. If multiple devices are streaming videos or using the network at the same time, you may run into some buffering issues.
3 Mbps + Stream a standard definition video on one device.
Under 3 Mbps

YouTube videos may load slowly or rebuffer.

If your download speed meets requirements, but you are 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

  • Restart the YouTube app
  • Restart your device
  • Turn off and on your mobile data connection
  • Clear the YouTube app’s cache 
  • Uninstall and reinstall the YouTube app
  • Update to the newest available version of the YouTube app
  • Update to the newest available version of Android

Mobile site

  • Restart your mobile browser
  • Restart your device

 

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