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As a precautionary health measure for our support specialists in light of COVID-19, we're operating with a limited team. Thanks for your patience, as it may take longer than usual to connect with us. For additional support, consult the Help Center. 

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 on a different device.

Fix problems with a movie or show

1. On your iPhone or iPad, make sure you're using the latest version of the Google Play Movies & TV app .
2. Close and re-open the Google Play Movies & TV app.
3. Restart your device.
4. Once the system restarts, try replaying your movie or show.

Fix problems streaming a 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: Delete the app's cache

Step 3: Download your movie or show

Fix problems with a downloaded movie or show

You’ll need an internet connection to follow these instructions.

Step 1: Remove the movie or show from your device

Step 2: Clear your cache

Step 3: Try your download again

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

Quit & reopen the app

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

Sign out of the app & sign back in

Delete & reinstall the app

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

Use a wired internet connection

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.

More troubleshooting for Roku devices

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.

More troubleshooting steps for Android TV

Check your internet connection

Make sure your system is up to date

Send feedback

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.

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