Troubleshoot video errors, buffering, and freezing

Many factors can cause video playback issues, such as internet or device connection.

If a video is freezing, buffering, or you get one of these errors, you may be experiencing a video playback issue:

  • An error has occurred.
  • Playback error. Tap to retry.
  • Connection to server lost.
  • This video is unavailable.
  • Something went wrong. Tap to Retry.

By troubleshooting your internet or device connection, your video may play without playback issues. Start by checking your internet speed, then check the steps for your device.

Troubleshoot internet and device connection

Try following the steps below to troubleshoot your internet and device connections.

Internet speed

The quality of your home or mobile network can affect how smoothly YouTube videos play, and whether videos play in HD.

  • Check the YouTube video's resolution and the recommended speed needed to play the video. The table below shows the approximate speeds recommended to play each video resolution.

Video Resolution

 Recommended sustained speed
4K 20 Mbps
HD 1080p 5 Mbps
HD 720p 2.5 Mbps
SD 480p 1.1 Mbps
SD 360p 0.7 Mbps
  • Try running an internet speed test to make sure your internet can support the selected video resolution. You can also change the quality of your video to improve your experience.

Note: The actual speed that your device gets may vary from the number given when you run an 'internet speed test.' The difference can be due to numerous factors including:

  • Wi-Fi performance
  • Time of day
  • How your ISP connects to YouTube
  • How many devices are on your network: If there are a few devices on your network, then the connection is shared between them. Using multiple devices on the same network may reduce the speed that your device gets.
  • You can also find out if your internet Service Provider is HD Verified; by visiting the Video Quality Report.
  • If you're interested in seeing more info on how your videos are played back, check out Stats for Nerds.
  • Try restarting your internet connection if the above suggestions don't improve your connection.

Smart TVs, Chromecast, and game consoles

To fix playback issues with your smart TV, Chromecast, or game console -

  • Restart the YouTube app.
  • Restart your device: Do a hard restart by disconnecting the power and then reconnecting.
  • For game consoles: Uninstall and reinstall the YouTube app.
  • Update your device's firmware/system software.

For the YouTube app or mobile site, try some of these troubleshooting steps:

YouTube app

  • Restart the YouTube app.
  • Restart your device.
  • Turn off your mobile data connection and then turn it on again.
  • Clear the YouTube app's cache.
  • Uninstall and reinstall the YouTube app.
  • Update to the newest available version of the YouTube app.
  • Update to the newest available version of Android.

Mobile site

  • Clear your browser's cache and cookies.
  • Restart your mobile browser.
  • Restart your device.

Troubleshoot a green or black screen in the video player

If you can hear the audio of a YouTube video, but the video player is green or black, try to:

  • Use a different browser to watch the video.
  • Clear your browser's cache and cookies.

If that doesn't work, try some of these troubleshooting tips.

Troubleshoot audio issues

If you can't hear any audio from a YouTube video, the volume button may be turned off . Try some of the following troubleshooting steps:

  • Make sure the sound/volume is turned on for your browser or device.
  • Check your device's sound settings.
  • Restart your browser or device.

Other types of issues

Issues with YouTube Paid Products;

If the above steps don't work and you:

  • Bought a movie or TV show on YouTube, OR
  • Are an active paid member of Youtube Music, YouTube Premium, or YouTube TV

You can get in touch with us for support with purchases or memberships.

Age-restricted content

Sometimes content doesn't violate our policies, but it may not be appropriate for viewers under 18. Age-restricted videos may not be viewable to users who:

  • Are under 18 years of age
  • Are signed out
  • Are watching YouTube videos embedded on most third-party sites

Learn more about watching age-restricted videos.

Restricted Mode

Restricted Mode is an optional setting that screens out potentially mature content you or others using your devices may prefer not to view. When Restricted Mode is turned on, comments may not be viewable. You can turn Restricted mode on or off.

Note: Restricted mode works on the browser or device level, so it must be turned on or off for each browser or device you use.

Issues downloading videos

If you don't have YouTube Premium or if downloading videos isn't available to you, you can't download videos. If you can download videos, but you're running into issues, try some of these downloading troubleshooting tips.

Account error issues

If you're running into issues with your account, these articles may have more info:

  • Problems accessing YouTube
  • Get help signing in to YouTube

If the above steps don't work and you're still having trouble, let us know by submitting feedback.

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