Video streaming performance is often related to your internet speed and network connection. Check the troubleshooting steps to help resolve the issue.
- Check if the issue occurs when viewing content from other online video services.
Note: If the issue only occurs when viewing content from one particular service, then that service may be experiencing an issue. In this case, try the service again at a later time.
- Reset the router and/or cable modem and then try again.
- Unplug the power cord for your modem and/or router for about one minute.
- Plug the power cord back in and wait until the flashing lights indicate that the modem and/or router have completely restarted.
- Check your internet connection speed to ensure it meets or exceeds the recommendations:
- Recommended for SD quality - 3.0 Megabits per second
- Recommended for HD quality - 5.0 Megabits per second
- Recommended for Ultra HD quality - 25 Megabits per second
- Your streaming service provider can provide specific recommendations for their service.
- If your internet speed does not meet the recommendations, contact your internet provider for help.
- Perform a power reset or restart your streaming device.
- Power reset: Unplug the power cord of your device for about one minute, then plug it back in, turn it on, and try again.
Power restart (Android TV models):
These steps vary, select the method that best matches your TV menu options.
- Restart the TV with the supplied remote control:
- Press and hold the POWER button until Power off appears on the screen
- Press and hold the POWER button until a menu appears → select Restart
- Restart the using the TV menu:
- On the remote control, press the (Quick Settings) button, then select Settings → System → Restart → Restart
- On the remote control, press the HOME button, then select Settings → About → Restart → Restart
- On the remote control, press the HOME button, then select Settings → Device Preferences → About → Restart → Restart
Note: When restarting with the remote or menu, the TV automatically turns off and back on after a short time.
Streaming issues are often either a temporary condition with the streaming service or an issue with your network connection and internet. These options may help determine if your issue is related to your current ISP (internet service provider) and network conditions.
DNS server change
Occasionally your ISP may experience heavy internet traffic or other conditions that impact your performance. If you're comfortable making changes to the network settings on your device, try changing your device to use the Google™ Public DNS (primary DNS server 188.8.131.52 and secondary DNS 184.108.40.206) in the network settings menu of your device. Changing your settings from using the DNS server of your ISP to the Google Public DNS may improve your network performance, depending on your ISP.
The steps to change the network settings of your device may vary depending on the model. Check your product
for model-specific information.
Android TV™ models
- On the supplied remote control, press the (Quick Settings) or HOME button (depending on the model).
- Select Settings.
- The next steps depend on your TV menu options:
- Select Network & Internet.
- Select Network → Network setup → Expert.
- Select Network Status to view and note the current IP address, Default Gateway, and Subnet Mask for future reference.
- Press the Back button to return to the previous menu.
- Select IP settings.
- Select Static.
- Enter the IP information as needed:
- IP address: The IP address should be already filled in, navigate to and then select the enter/return button from the on-screen keyboard.
- Gateway: The default Gateway should be already filled in, select the enter/return button from the on-screen keyboard.
- Network prefix length: If this setting is listed, in most cases, 24 is appropriate. Select the enter/return button from the on-screen keyboard.
- DNS 1 (primary DNS): Ensure IP address 220.127.116.11 is entered, and then select the enter/return button from the on-screen keyboard.
- DNS 2 (secondary DNS): Ensure IP address 18.104.22.168 is entered, and then select the enter/return button from the on-screen keyboard.
- After the settings are saved, press the Back button on your TV remote to return to the previous menu and then exit the settings menu.
- Restart your TV and test the apps again.
Other TV models and internet devices
If you're comfortable making changes to the network settings on your streaming device (Wi-Fi® changes) and you're familiar with using a hotspot and have a capable device, you can set up your hotspot and then change the Wi-Fi connection for your streaming device from your current network to the hotspot connection you created for testing. If your issue is resolved using a hotspot, then the issue is with your network, not your streaming device. Check your product
for model-specific information to change your Wi-Fi settings.
Contact your ISP if you believe your internet speed and network are not performing as specified.
Additional information from the following streaming services: