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.
Fix problems with a movie or show
- On your iPhone or iPad, check that the Google TV app is updated to the latest version.
- Close and re-open the Google TV app.
- Restart your device.
- Once the system restarts, try to replay your movie or show.
Step 1: Try a different internet connection
Change your internet connection, then replay your movie or show.
- If you're connected to your mobile network: Connect to Wi-Fi.
- If you’re connected to Wi-Fi: Connect to your mobile network. Based on your data plan, streaming or downloading a movie or show may result in additional charges.
Step 2: Download your movie or show
- On your iPhone or iPad, open the Google TV app 👁 Image
. - Tap Library.
- Next to a movie or TV episode, tap Download 👁 Download
.
Learn more about how to download movies and TV shows to watch offline.
You need an internet connection to follow these instructions. Before you proceed, make sure you’re connected to Wi-Fi or a mobile network.
Step 1: Remove the movie or show from your device
- On your iPhone or iPad, open the Google TV app 👁 Image
. - Tap Library.
- Next to the movie or show that you want to remove, tap the check mark 👁 Red check mark
.
Step 2: Clear your cache
- On your iPhone or iPad, open your device's Settings.
- Tap Apps, Manage Apps, or Application Manager.
- Tap Google TV 👁 Image
. - Tap Storage 👁 and then
Clear cache.
Step 3: Try your download again
- On your iPhone or iPad, open the Google TV app 👁 Image
. - Find the movie or show you want to watch.
- Next to the movie or show, tap Download 👁 Download
.
Fix problems when your movie or show gets stuck
On the movie or show's timeline, fast forward to the next few scenes to find out if it plays normally again.
Fix problems with a movie or show on your TV
- On your remote, press the home button.
- Reopen Google Play Movies & TV 👁 Play Movies
. - Replay your movie or show.
- Open Google Play Movies & TV 👁 Play Movies
. - Select Settings 👁 and then
Sign out. - Go back to Settings and select Sign in.
- You may need to enter a code.
- Replay your movie or show.
- Go to My Channels.
- Highlight Google Play Movies & TV.
- On your remote, press the star button 👁 and then
Remove. - Reinstall the app from the Channel Store.
- Replay your movie or show.
- Use an ethernet cable to connect your device to the internet.
- Change your connection settings to use a wired connection instead of Wi-Fi.
- Replay your movie or show.
- Go to the Roku device's Settings menu.
- Select System update.
- If an update is available, follow the on-screen instructions to update the system.
- Replay your movie or show.
Check your internet connection
- Open Google Play Movies & TV 👁 Play Movies
. - Select Verify your network settings 👁 and then
Wi-Fi.- If you don't find "Verify your network settings" in the app: On your device, go to Settings. Select Network 👁 and then
Wi-Fi.
- If you don't find "Verify your network settings" in the app: On your device, go to Settings. Select Network 👁 and then
- Select a network and follow the on-screen instructions to connect.
- Return to the app and replay your movie or show.
Make sure your system is up to date
- On your device, go to Settings.
- Select About 👁 and then
System update 👁 and then
Check now. - If an update is available, install it.
- Replay your movie or show.
Send feedback
You can submit feedback about issues you experience with movies and shows.
Request a refund
If your movie or show doesn’t play correctly, you may be eligible for a refund. Learn how to request a refund.