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My movie won't play or shows an error
If your movie buffers, lags, or doesn't play correctly, these troubleshooting solutions can help with most playback issues and errors.
If your video still doesn’t play correctly, play your video on a different device.
Fix problems with a video
Fix problems streaming a videoStep 1: Try a different internet connection
Change your internet connection, then replay your video.
- 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 may result in additional charges.
Step 2: Delete the app's cache
- On your device, open the Settings app.
- Tap Apps & notifications
See all apps.
- Tap Google Play Movies & TV
.
- Tap Storage & cache
- Replay your video.
Step 3: Download your video
Fix problems when your video gets stuck
On the video's timeline, fast forward to the next few scenes to find out if the movie plays normally again.
Fix problems with a video on your TV
Quit & reopen the app- On your remote, press the home button.
- Reopen Google Play Movies & TV
- Replay your video.
- Open Google Play Movies & TV
- Select Settings
- Go back to Settings and select Sign in.
- You may need to enter a code.
- Replay your video.
- Go to My Channels.
- Highlight Google Play Movies & TV.
- On your remote, press the star button
- Reinstall the app from the Channel Store.
- Replay your video.
- 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 video.
- 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 video.
Send feedback
You can submit feedback about issues you experience with videos.
Request a refund
If your video doesn’t play correctly, you may be eligible for a refund. Learn how to request a refund.
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