Fix problems with videos in your library
If you can’t find or play a movie or show that you’ve rented or purchased in your library, try the solutions in this article. These steps help with most playback issues and errors.
Check if your show or movie is hidden
- From the Google TV home screen, select Settings 👁 Settings
👁 and then
Account 👁 and then
Hidden purchases & rentals. - If you find the movie or show:
- Select the movie or show you want to unhide.
- Go back to the Google TV home screen.
- Select the Library tab.
- Your movie or show should be in your library.
Hide movies & shows you’ve rented or purchased
You can hide a movie or show in your library.
Important: This option isn't available on the Google TV mobile app. Movies and shows you hide in your library still appear in the Google TV mobile app.
Hide a movie or show from your library
- From the Google TV home screen, select the Library tab.
- Scroll and select the movie or show you want to hide.
- Scroll and select Hide.
- When prompted, select Confirm.
Unhide a movie or show from your library
- From the Google TV home screen, select Settings 👁 Settings
👁 and then
Account 👁 and then
Hidden purchases & rentals. - Select the movie or show you want to unhide.
- Go back to the Google TV home screen and select the Library tab.
- Your movie or show should be in your library.
Fix problems playing videos on a Google TV device
Clear your device's cache
- From the Google TV home screen, select Settings 👁 Settings
👁 and then
Apps. - Choose the app you have trouble with.
- Select Clear cache 👁 and then
Ok.
Tip: If you can’t find the app you have trouble with, select See all apps.
Check for device updates
- From the Google TV home screen, select Settings 👁 Settings
👁 and then
System 👁 and then
About 👁 and then
System update. - If a system update is available, follow the on-screen instructions to install it.
Restart your Google TV device
- From the Google TV home screen, select Settings 👁 Settings
👁 and then
System 👁 and then
Restart. - After the device shuts down, to turn it on again, press the Power button.
Fix problems playing videos in the Google TV app
Clear the app’s cache
- On your device, open the Settings app.
- Tap Apps & notifications 👁 and then
See all apps. - Tap Google TV 👁 Image
👁 and then
Storage & cache 👁 and then
Clear cache.
Check for app updates
- Open the Google Play app 👁 Google Play
. - Tap Menu 👁 and then
My apps.- Apps with available updates are labeled "Update."
- Check if updates are available on these apps:
- Google Fi Wireless
- Google Play services
- Google Phone app
- Google Messages
- SIM Manager (eSIM activation only)
- If an update is available, tap the app 👁 and then
Update.
Restart your phone or tablet
- Press and hold the Power button until the menu pops up.
- Tap Power off or Restart.
- If you tapped Power off, press and hold the Power button until your device turns on again.
Download the movie or show
- Open the Google TV app 👁 Image
. - Tap Your stuff 👁 and then
Library. - Select a movie or show.
- Tap Download 👁 Download
.
Remove & retry your download
Step 1: Remove the movie or show from your device
- Open the Google TV app 👁 Image
. - Tap Library.
- At the bottom right of the movie or show that doesn't play correctly, tap the Check Mark 👁 Downloaded
. - Tap Remove.
Step 2: Clear your cache
- On your device, open the Settings app.
- Tap Apps & notifications 👁 and then
See all apps. - Tap Google TV 👁 Image
. - Tap Storage & cache 👁 and then
Clear cache.
Step 3: Try your download again
- Open the Google TV app 👁 Image
. - Tap Library.
- At the bottom right of the movie or show you want to watch, tap Download 👁 Download
.
More troubleshooting you can try
- Restart your Wi-Fi router.
- Unplug the power cord.
- Wait 20 seconds.
- Plug the cord back in.
Tips:
- If you're connected to the internet but still have trouble: Try to connect to another Wi-Fi network.
- If you use a mobile network: Connect to Wi-Fi instead.
If you have other content in your library, to find out if the issue only happens with a particular movie or TV show, play it.
If you have another device, use it to play back the content you have issues with. Learn where you can watch your content.
Related resources
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