Known Issues

We're always working to resolve problems that pop up on YouTube. If your problem is listed below, we're aware of the issue and are working to fix it as soon as possible. If your problem isn't listed below, learn how you can report an issue.

Please note that due to high email volume, we're unable to individually answer emails relating to our known issues.

If you see a message that says, "We are currently performing site maintenance. Be cool - we'll be back 100% in a bit," there may be a site maintenance outage

Uploading Videos

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Videos are shortened

We're aware of a problem where large AVI files are being shortened. For example, if you have a 30 minute video, it may be shortened to a 5 minute video. As we investigate, please try uploading your video in a different format.

Sharing and Social

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Is there a Subscription limit?

If you're wondering why you are unable to make new subscriptions to YouTube channels, it could be due to the fact you already have the maximum number of subscriptions.

YouTube recently introduced a subscription limit. You can subscribe to 2000 YouTube channels. If you're seeing a message indicating that you do not have enough subscribers to subscribe to a new channel, it means you already have 2000 subscriptions and have reached the subscription limit. If you've reached the limit and want to add a new subscription, just unsubscribe from a channel which you don't view frequently, and then you'll be able to subscribe to the desired channel.

In rare cases, if you have a significant number of subscribers, you may be able to have over 2000 subscriptions.

To learn more about subscriptions, please see the following page.

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Can't reply to or like/dislike some comments

If you're signed in to a channel connected to Google+, and the buttons for reply, like, and dislike don't show for a comment, it's probably because the comment was posted under the old comment system.

While comments from the old system will show up in the new system, they're not fully compatible with the new system, so you won't be able to take reply to or like/dislike those comments.

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Can't find the inbox

The inbox can be found by going to your Video Manager and clicking Community in the sidebar on the left. A link to the inbox will appear.

Watching Videos

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Videos don't play on channel page using Internet Explorer

Those of you using Internet Explorer may be seeing the following error message when trying to view videos on a channel page:

'Hello, you either have JavaScript turned off or an old version of Adobe's Flash Player. Get the latest Flash player.'

Until this is corrected, please:

  1. Disable 'Compatibility Mode' in your browser by clicking on the icon to the right of the address bar that looks like a broken page, or by accessing the 'tools' menu
  2. Use a browser other than Internet Explorer
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Videos on Android devices display "There was a problem playing. Touch to retry."

If you're using an Android device with an operating system of 2.2 or higher, you may receive the following error message when playing videos, regardless of whether you are on WiFi or 3G, on HQ or standard quality:

  • "There was a problem playing. Touch to retry."
We are currently working on an update for the Android YouTube app v2.1.6 to resolve this issue.

As a temporary workaround, some users have found that rebooting the phone (turning it off, taking out the battery, reinserting and turning the phone back on) fixes this problem and videos begin playing normally again. Or, you can also use our mobile website (m.youtube.com) until the update is released. Thanks for your patience.

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Watched videos not showing "watched" status on homepage

We're aware of an issue that causes videos that have been already watched to not appear as "watched" on the What to watch and My subscriptions homepage feeds. Our team is actively working to resolve this issue.
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Subscriptions not updating

Our team is actively working to fix an issue that causes subscriptions to not update in the homepage feed.
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Black screen when watching videos

We are aware of an issue where certain videos show a black screen but the audio still plays. Our team is actively working to resolve the problem.

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YouTube app crashing on Nintendo 3DS

We're aware of an issue on the YouTube Nintendo 3DS app that causes the app to crash while playing videos. Our team is investigating the problem.

Login, Signup, and Accounts

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Unable to view age-restricted videos despite being over 18

In order to view age-restricted videos, it’s a good idea to verify the age associated with your Google account. You can follow these steps to check your age:

  1. Sign into Google+ on your computer.
  2. In the left navigation bar, hover over Home and click Profile.
  3. At the top, click the About tab.
  4. Click Edit in the Basic Information section.
  5. Verify your birthday and update if necessary.
  6. Click Save.

This does not impact accounts belonging to users who have told us they are minors. Learn more about age requirements on Google's accounts.

Once you verify your age, sign out of YouTube and sign back in. You should now be able to watch age-restricted videos.  

Paid content

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Can't play my movie in HD on the web

Not all movies on YouTube are available in HD. If you purchased the HD version of a movie from Google Play you'll still be able to watch on YouTube, but the quality will be SD. You can still watch in HD on a supported Android device.

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My season pass doesn't appear on the YouTube iOS app

There is currently an issue with watching videos from a season pass purchases on the YouTube iOS app. Season passes are not displayed in the Purchases tab of the YouTube iOS app, making individual episodes within those seasons inaccessible.

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Paid content doesn't play on Apple TV

It's not possible to play videos that you purchase from YouTube, including movies, TV shows, and paid channels, on an Apple TV. To watch your purchase on a big screen, you'll need to use a supported Smart TV or game console.

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Some rental items won't play after clicking "Start rental period"

We are aware some rentals will not start when clicking the 'Start rental period' button and are working on a fix to resolve this issue.

Until the fix is applied, please try watching your video after changing your language to English(US). You can access different language options at the bottom of any YouTube page.

If this doesn't work and you wish to request a refund please contact us.

Mobile

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Preloading no longer available on version 5.6 and above

To make way for some upcoming mobile features, we removed the preloading feature on the YouTube app for Android. We apologize for any inconvenience, and we look forward to bringing these new features to you.

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YouTube for iOS crashes on jailbroken devices with "3G Unrestrictor" enabled

We're aware of an issue on jailbroken iOS devices using "3G Unrestrictor" that causes the app to crash while loading videos.  If you're experiencing this issue, please try disabling "3G Unrestrictor" to resolve the issue.

If you're experiencing a different type of crash, please go to Settings > Send feedback to report it.

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"Oops! Something went wrong." error message when updating channels

On the YouTube for Android and iOS apps, you may be prompted to connect your YouTube channel to a Google+ profile or page before you can post a comment. When the YouTube app opens m.youtube.com in your device's browser, you may see the "Oops! Something went wrong." error message.

If you see this message, please follow these steps:

  1. On m.youtube.com, touch "Sign out" in the Guide.
  2. Open the YouTube app and tap on a comment to view the update prompt. This will take you to m.youtube.com.
  3. On m.youtube.com, sign in with the same email address and password that's currently signed into your app.

If you're still seeing this error in the app after updating your account, try signing out and in again.

 

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Unable to view age-restricted videos despite being over 18

In order to view age-restricted videos, it’s a good idea to verify the age associated with your Google account. You can follow these steps to check your age:

  1. Sign into Google+ on your computer.
  2. In the left navigation bar, hover over Home and click Profile.
  3. At the top, click the About tab.
  4. Click Edit in the Basic Information section.
  5. Verify your birthday and update if necessary.
  6. Click Save.

This does not impact accounts belonging to users who have told us they are minors. Learn more about age requirements on Google's accounts.

Once you verify your age, sign out of YouTube and sign back in. You should now be able to watch age-restricted videos.  

Live Events

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My live stream ingestion is struggling and I'd like to switch to Google Public DNS

If your live stream ingestion is struggling, it may be due to a misconfigured DNS sending the stream to a distant geographical location. Follow these instructions to configure your network to use Google Public DNS.

Other Issues

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The viewcount on my video is frozen around 300 views. What's going on?

YouTube employs proprietary technology to prevent the artificial inflation of a video’s viewcount by spam bots, malware and other means. We validate views to ensure the accuracy of the viewcount of all videos beginning with the first view. This validation process becomes publicly visible when the viewcount reaches 300. At this point, the viewcount may slow or temporarily freeze until we have time to verify that all further views are legitimate. Rest assured that the views system is working as intended, and that the viewcount will update as soon as the system has verified the legitimacy of the views.

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Issue with links on Nintendo 3DS

There is a known issue where links from youtube.com to another site may not function properly on Nintendo 3DS.

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Getting error message to re-enable cookies on Nintendo 3DS

If you're seeing an error message to re-enable cookies on your Nintendo 3DS when trying to sign in, this may be due to the system date being set as a future date. If you change the system date back to the present time this should resolve the issue.