How to 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
Smart TVs, streaming devices, & game consoles
For the YouTube app or mobile site, try some of these troubleshooting steps:
YouTube app
Mobile site
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 
- 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:
If the above steps don’t work and you’re still having trouble, let us know by submitting feedback.