YouTube Help Sign in Help CenterCommunity YouTube Fix a problemWatch videosManage your account & settingsSupervised experience on YouTubeJoin & manage YouTube Premium Troubleshoot video playback issues Many factors can cause video playback issues, such as internet or device connection. If one of these notifications surface, 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, Chromecast, and game consoles Computer AndroidiPhone & iPad Check if any of your browser extensions that block ads affect video playback. If you have many browser tabs open, try to close most of them except the one you’re using for YouTube. Restart your browser. Restart your router. Restart your computer. Update your browser to the latest version. Use Chrome. 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 . Try some of the following troubleshooting steps: 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: Problems accessing YouTube Get help signing in to YouTube If the above steps don’t work and you’re still having trouble, let us know by submitting feedback. Give feedback about this article Was this helpful?YesNo Troubleshoot problems playing videos Troubleshoot video playback issues Troubleshoot YouTube error messages Green screen in video player Volume button is turned off on YouTube Fix wrong video metadata on Facebook and Twitter Send YouTube debug information Clear cache & cookies ©2021 Google Privacy Policy YouTube Terms of Service English