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My movie won't play or is showing an error

If your movie keeps buffering, is lagging, or isn't playing correctly, one of the troubleshooting solutions below may fix the issue. These steps can help with most playback issues and errors.

If you have tried the steps below and your video is still not playing correctly, you can try watching on a different device, or request a refund.

If you're seeing one of the following errors, click the link below to get specific help for that error:

  • Error 214: "There was a problem playing the video (214). Try playing the video again or restarting your device.” Troubleshoot Error 214
  • Error 408: "Can't connect to Google Play (Error 408)." Troubleshoot Error 408
  • Error -38: This is an issue specific to HTC phones. Please contact HTC directly for help updating your operating system.

Problems watching a video on your phone or tablet

  1. Make sure you're using the latest version of the Google Play Movies & TVapp Google Play Movies.
  2. Close and re-open the Google Play Movies & TV app.
  3. Restart your device.
  4. If restarting your device doesn't help, follow the instructions below for your video.
I'm streaming my video with an Internet connection

Try a different Internet connection:

  1. If you're connected to your mobile network, try connecting to Wi-Fi (if available), or vice versa.
    • Note: Depending on your data plan, streaming or downloading a movie when not connected to Wi-Fi may result in additional data charges.
  2. Try playing your video.

If switching your Internet connection doesn't work, try deleting the app's cache:

  1. Open your device's Settings.
  2. Tap Apps, Manage Apps, or Application Manager. 
  3. Tap Google Play Movies & TV Google Play Movies.
  4. Tap Storage and then Clear cache.
  5. Try replaying your video.

If you are still having trouble, try downloading your video:

  1. Open the Google Play Movies & TV app Google Play Movies.
  2. Touch the download icon Download.

最后更新：2017-05-23 17:11:25

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