If you can browse movies but they won't play properly, the cause is usually the player's decoder, audio format or network stability.
Black screen or error on start
- Switch the player's decoder between hardware and software (often in Settings > Player).
- Try the app's alternative player or an external player if it offers one.
- Try another movie: if only one title fails, report it to support with its name.
- Choose the HD version instead of 4K if your device can't decode 4K or HEVC.
Video plays but there's no sound
- Open the audio menu during playback and pick another audio track.
- Turn off audio passthrough in the app or device settings if your TV or soundbar doesn't support the format (for example, Dolby or DTS).
- Check the device and TV aren't muted and the right output (HDMI/ARC) is selected.
Stuttering or freezing
- Use Ethernet or 5 GHz Wi-Fi and pause large downloads on your network.
- Increase the player's buffer size if the app allows it.
- Close other apps running in the background.