My movie or show won't play or shows an error

If your movie or show buffers, lags, or doesn't play correctly, these troubleshooting solutions can help with most playback issues and errors.

If your movie or show still doesn’t play correctly, play it in a different app or on a different device.

1. Make sure your computer is up to date.
2. Close and re-open the Google Play Movies & TV web browser
3. Restart your device.
4. Once the system restarts, try replaying your movie or show.

Try to watch your movie or show on Google Chrome. If you can't use Chrome, or still have trouble, try the steps below.

1. On your computer, refresh or restart your Internet browser.
2. If you use a slower Internet connection, try to close other browsers, tabs and applications. You can also restart your modem or router.
3. For non-Chrome browsers, try to lower your video resolution. In the lower right of the video player, click Settings 👁 Settings
   ​ 👁 and then
   360p or Auto.

You'll need to enable cookies on your browser.

1. On your computer, open Chrome 👁 Chrome
   .
2. Click More 👁 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).

Important: If you have issues with a movie or show on a Google TV device, follow these troubleshooting steps.

1. On your remote, press the home button.
2. Reopen Google Play Movies & TV 👁 Play Movies
   .
3. Replay your movie or show.

1. Open Google Play Movies & TV 👁 Play Movies
   .
2. Select Settings 👁 and then
   Sign out.
3. Go back to Settings and select Sign in.
   • You may need to enter a code.
4. Replay your movie or show.

1. Go to My Channels.
2. Highlight Google Play Movies & TV.
3. On your remote, press the star button 👁 and then
   Remove.
4. Reinstall the app from the Channel Store.
5. Replay your movie or show.

1. Use an ethernet cable to connect your device to the internet.
2. Change your connection settings to use a wired connection instead of Wi-Fi.
3. Replay your movie or show.

1. Go to the Roku device's Settings menu.
2. Select System update.
3. If an update is available, follow the on-screen instructions to update the system.
4. Replay your movie or show.

Check your internet connection

Make sure your system is up to date

You can submit feedback about issues you experience with movies and shows.

• Send feedback for Google Play Movies & TV.
• Send feedback for Google TV.