Follow these steps
If you're able to stream a video but it stops playing, follow the steps below. If you need help with something else, like two-factor authentication for your Apple ID, learn what to do.
Restart your device
If you're trying to watch something in the Apple TV app on your smart TV or streaming device, turn off your TV or streaming device, then turn it back on.
Check your Internet connection
If you're currently using a cellular connection, try to connect to Wi-Fi. If you're trying to watch something in the Apple TV app on your smart TV or streaming device, contact your TV's manufacturer for help connecting to your home Wi-Fi network.
Make sure that your Wi-Fi router is 802.11a/g/n/ac compatible. Streaming HD content requires 8 Mbit/s or faster. Slower tiers of Wi-Fi connections might not be fast enough to stream HD video content.
Check the activity on your home network
If family members or friends are using the same Internet network, ask them to temporarily pause their Internet activities.
When multiple devices use the same Internet network for intensive activities, such as gaming, video streaming, or backing up, it might slow down the speed of your local network.
Try watching on another device
See if you can stream your movie or TV show on another device using the same Wi-Fi or cellular connection. If you can't, the issue might be with your network and not your device. Contact your Internet service provider for help.
Check for service interruptions
Check to see if any Apple Media Service has a service interruption, or check a third-party provider's website to see if they list any interruptions.
If there are service interruptions, try to stream or watch the video later.
Try downloading the video instead
To download a purchased video, tap or click the cloud download icon. Downloading a video might take longer before you can start watching than if you stream it, but will allow you to watch the video all the way through without interruptions.
You can't download movies or TV shows to Apple TV, smart TVs, or streaming devices. You can only download HDR content on certain iPhone, iPad, and iPod touch models, and you can't download 4K video content to any device.
Still need help?
If you still can't play movies or TV shows after trying the steps above, you can report the problem.
- Learn more about streaming 4K video, or video content with HDR or Dolby Vision.
- On your iPhone, iPad, iPod touch, and Mac, you can download shows and movies from Apple TV+ and Apple TV channels.
- Learn how to download and watch shows and movies that you purchased.
- For third-party apps, try contacting the streaming video content provider.