Troubleshoot HBO GO on Android phones and tablets

If you're having issues with HBO GO on your Android phone or tablet, try the steps below.

Note  Because there are many different Android phones and tablets, the exact procedures might be different from those below.

Step 1: Update your software 

  • Make sure you have the latest version of HBO GO. To do this, open the Play Store on your Android device and search for HBO GO. If an app update is available tap Update.
  • Check for Android software updates on your phone or tablet by going to Settings > System > AdvancedSystem Update (if you don't see Advanced, tap About phone).

Note  HBO GO is not supported on rooted Android devices or devices with a custom ROM. As a result, you may encounter problems that can only be resolved by restoring your device to factory settings.

Step 2: Check your Internet connection

When streaming video, HBO GO adjusts the video quality based on the strength of your network bandwidth and connection speed. If the network bandwidth is too low or the connection speed fluctuates, you might get a lower resolution video or no video. If your Internet connection drops altogether, the video will stop playing and you'll be prompted to reconnect.

If video frequently buffers or is poor quality in HBO GO, try these steps:

  1. Check your network speed: Download an Internet speed test app from the Google Play Store to test your connection speed. You need a high-speed connection with a minimum download speed of 5 Mbps.
  2. Connect to Wi-Fi: If you're using a cellular data connection, try connecting to a wireless network and see if playback is improved.
  3. Switch to cellular data: If your wireless network signal is weak, try turning off Wi-Fi to see if playback is improved.
  4. Reduce activity on your network: Try minimizing the number of devices using your Internet connection when you stream HBO GO. This will allocate as much bandwidth as possible for streaming HBO GO. 
  5. Try another device - Try streaming HBO GO on another device connected to the same network (this will help determine if the problem is related to your network or a specific device). See supported devices

Step 3: Restart your devices

  1. Turn off your phone or tablet with HBO GO.
  2. Unplug the power from your network devices (modem, router, etc.).
  3. Wait 30 seconds.
  4. Reconnect the power to your modem and wait for it to connect to the Internet (about a minute).
  5. Reconnect the power to your router and wait for it to connect to the Internet.
  6. Turn your phone or tablet back on and see if playback is improved.

Step 4: Clear the cache and data for HBO GO

  1. On your phone or tablet, go to Settings > Apps & notifications. Or on older versions of Android, go to Settings > Applications > Application Manager.
  2. Tap HBO GO in the list of apps.
  3. Tap Storage.
  4. Tap Clear storage (or Clear Data). 
  5. Tap Clear cache.
  6. Open HBO GO and see if the problem is resolved.

Step 5: Uninstall and reinstall HBO GO

  1. On your phone or tablet, go to Settings > Apps & notifications. Or on older versions of Android, go to Settings > Applications > Application Manager.
  2. Tap HBO GO in the list of apps.
  3. Tap Uninstall.
  4. Download and reinstall HBO GO from the Google Play Store, then start it to see if the problem is resolved.

If you're still having issues...

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