Watching
A video won't play or keeps buffering
Quick fixes for playback that stalls, stops or shows an error code.
- Check your connection: HD needs roughly 5 Mbps, 4K about 25 Mbps. Try moving closer to your Wi-Fi router or switching networks.
- Refresh the page or reopen the title. The player fetches a fresh secure video link each time, which fixes most expired-link errors.
- If the player shows an error code, open the player's Diagnostics panel and copy the support report — it contains the code and no personal data.
- Kids profiles only show titles within their age limit; a profile with a daily limit stops playback once the allowance is used.
- Still stuck? Use the device troubleshooter, then Contact support with the support report.