Troubleshoot playing videos
Video player error message
Here are some tips to troubleshoot this issue on your computer. After each step, try viewing your video again.
- Reload the page
- Restart your browser
- Restart your computer
- Update your browser to the latest version
- Clear your cache and cookies
- Try viewing the video on a different browser or computer
- Try viewing the video again in 30 minutes
- Reboot your device
- Clear your browser’s cache and cookiesOn Android:
- Open the default browser and open Menu.
- Touch Privacy & Security.
- Touch Clear cache and touch OK.
- Touch Clear all cookie data and touch OK.
On iOS:
- From your Home screen navigate to Settings > Safari.
- Touch Clear cookies.
- Touch Clear cache.
For instructions on clearing your browser’s cache and cookies on alternate mobile operating systems, please consult your device’s instruction manual. - Try a different browserIf the default browser is not playing videos, download an alternate mobile browser such as Google Chrome.
- Use a different networkIf you are unable to play videos on your 3G/4G network, try connecting to a wifi network to see if you can watch videos.
- Check for the latest system updatesFor optimal performance keep your device updated with the latest system updates. On Android, navigate toSettings > About Phone > System updates and touch Check now. On iOS, navigate to Settings > General > Software Update.
Green screen in video player
Are you able to hear the audio of a YouTube video on your computer, but the video player is completely green? If so, try watching the video in a different browser. If that doesn’t work, here are some additional troubleshooting tips.
Some videos on YouTube are streamed through Adobe Flash Player, a plug-in for your web browser. Hardware acceleration is a feature in Adobe Flash Player that usually delivers a better video playing experience; however, sometimes it may cause issues.
The option to disable hardware acceleration is only available for certain versions of Adobe Flash Player system plug-in and operating systems (OS). Follow these steps to see if the option is available:
- Right-click on the on the video you’re having issues with
- Click Settings
- If you see the option Enable hardware acceleration, uncheck it. If you don’t see it, the option is not available for you.
- Click Close
- Refresh the page and check whether the video is working
Once you disable hardware acceleration, the setting will apply across all internet browsers on your computer.
Updating your computer’s graphics driver may correct many of the problems listed above.
For PC users: visit the website of your computer manufacturer to download the latest driver.
For Mac users:
- Click the Apple logo.
- In the Apple menu, click Software Update.
- Install the Mac OS update if available–it will include the graphics driver update.
If you’re having problems playing the video itself, try these playback troubleshooting steps.
Video is choppy or ends early
If a video doesn’t play continuously (it stops and starts while you’re watching), or stops early, try these troubleshooting steps:
- Check your internet connection. You’ll need a broadband connection with at least 500 Kbps for the best viewing experience.
- Change the video quality to a lower setting to see if the video begins to load.
- Pause the video, then change the quality. Allow the gray bar at the bottom of the player to load. Try playing the video again.
- If the video still doesn’t load, clear your browser’s cache and cookies and try viewing the video again.
If you’ve completed the steps above and are still experiencing issues, you can try posting a question on our help forum.
Black bars on videos
You may notice some widescreen videos that have black bars on all sides. Here’s why this formatting may appear:
- The video file includes horizontal black bars (letterboxing) at the top and bottom of the video player in order to fit a 4:3 aspect ratio.
- Our 16:9 aspect ratio player then adds vertical black bars (pillarboxing) to fit a 4:3 formatted video to YouTube player dimensions.
- The end result is black bars all around the video (windowboxing).
If you’re uploading widescreen videos, you can avoid windowboxing by cropping your video to the 16:9 format.
JavaScript or Flash Player error
If you’re receiving the following error: “Hello, you either have JavaScript turned off or an old version of Macromedia’s Flash Player. Get the latest Flash player,” it means that you either have JavaScript turned off in your browser (e.g. Google Chrome, Firefox, Internet Explorer, Safari), or you need to install the latest version of the Adobe Flash player.
To find out how to enable JavaScript, visit the help resources for your browser to find instructions.
Video not available in my country
Some YouTube videos may not be available in your country for the following reasons:
- Video owners have chosen to make their content available only to certain countries (usually due to licensing rights)
- YouTube may block specific content in order to comply with local laws
Google Video Quality Report
The Video Quality Report report sheds a light on what kind of performance your Internet Service Provider (ISP) typically delivers, how various providers stack up in your area, and what other factors play a role in video performance.
Internet Service Provider ratings
This report will give your provider one of three ratings: HD Verified, Standard Definition, or Lower Definition. These ratings represent the video streaming quality you can expect (at least 90% of the time) when you watch YouTube on an Internet Service Provider in a specific area. Here’s what each rating means:
- HD Verified: you should expect smooth playback most of the time when watching high-definition YouTube videos (720p and above).
- Standard Definition: you should expect smooth playback on standard-definition YouTube videos (360p) and may experience occasional interruptions on high-definition YouTube videos (720p and above).
- Lower Definition: during playback, you may experience fuzzy picture quality and frequent interruptions while playing YouTube videos at 360p and above.
Remember that these ratings are focused on all users on an ISP’s network in a given region, rather than your connection alone.
Compare providers
Here’s how to compare providers in your area:
- On a computer: click Compare providers in your area
- On a mobile site: Tap the
arrow underneath Compare providers in your area
arrow underneath Compare providers in your areaThis will show a list of providers within each rating. Click into each one to learn more about their video streaming quality.
Change location
Follow these steps to change the location for your report:
- Click Change location
- Enter your city or state
- Select the best result from the drop-down list
- Click Done
- Touch Change Location
- Enter your city or state into the search box
- Select the best result from the drop-down list
Common issues
- Results are not available: The Video Quality Report is only available in select countries, so you may receive an error message, “Results from your location are not yet available.” If you receive this error message in a country where the report is available, use the Send Feedback option to let us know.
- Problems playing videos: If you’re unable to view your video in the quality associated with your ISP’s rating, try these troubleshooting steps.
- Internet Service Provider issues: If you’re having issues with your Internet Service Provider, or would like to provide them feedback, please contact them directly.
Can’t see private videos
Private videos can only be seen by people who have been invited to view the video.
Here are some possible reasons why you or somebody you’ve shared the video with aren’t able to see a private video:
- Viewers need to have a YouTube account and be signed into it when trying to view the video.
- If the viewer has multiple YouTube accounts, they must be signed into the account which the video has been shared with.
- Since private videos don’t appear on a Channel page, the person will need to use the specific link to the private video. YouTube will send them an email with the link once you’ve invited them, but you can also send it yourself.
