Common Video Streaming Problems

Why does video playback stall or not play smoothly?

We use adaptive bitrate streaming which means the streaming quality will automatically adjust based on your internet speed. If your internet connection is poor or inconsistent you may experience problems during playback. If you’re on wifi, try moving closer to your router or switching to a wired connection (if possible).

I see a black screen when I'm trying to AirPlay on my TV

You likely have “Screen Mirroring” turned on in your device settings. Please turn off the screen mirroring setting and start AirPlay by selecting the AirPlay button in the bottom right-hand side of the player.
You can find more support on how to connect devices using AirPlay or other options in our Alternate Devices FAQs.

I see a black screen but can hear audio

If you have an external display or TV connected by an HDMI cable, try disconnecting it. If the video plays after it is disconnected, then unfortunately the display or cable doesn't support encrypted video. Try another method.

Why do I see a black screen after the pre-roll if I am casting to Chromecast?

Some Chromecast versions cannot support transitions from one video to another. If this happens, turn off casting, wait for the film to start, and then restart casting.