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: Check for Android updates
Check for Android software updates on your phone or tablet by going to Settings > Software Update. Or on older versions of Android, go to Settings > About Phone > System Update. Install updates if available, then start HBO GO and see if the problem is resolved.
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
To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps for HD video.
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.
To check your network speed, search for “speed test” in a browser, then select RUN SPEED TEST.
If your network speed is above 5 mbps, your connection is fast enough for HBO GO. To keep troubleshooting, move onto Step 3.
If your network speed is below 5 mbps, try accessing HBO GO on another device, to make sure it’s the network and not just your device that’s having a problem. If the other device works fine, move to Step 3. If it also has trouble connecting to HBO GO, follow these steps to try and increase your network speed.
- Switch between Wi-Fi and cellular data - If you’re connected via Wi-Fi, try turning off Wi-Fi connecting using a cellular data connection. Or, if you’re already connected via cellular data, try connecting via Wi-Fi.
- Reduce traffic on your Wi-Fi network - Try minimizing the number of devices using your Internet connection when you watch HBO GO. This will allocate as much bandwidth as possible for streaming HBO GO.
- Restart Wi-Fi network devices - As a last resort, try restarting your network devices. Unplug your modem and router, wait one minute, then plug them back in.
Step 3: Restart your Android phone or tablet
- Hold down the power button until you're prompted to power off your device (turn the device off, instead of putting it in sleep mode).
- Wait at least twenty seconds.
- Turn your device back on.
- Open HBO GO and see if the problem is resolved.
Step 4: Uninstall and reinstall HBO GO
- On your phone or tablet, go to Settings > Apps. Or on older versions of Android, go to Settings > Applications > Application Manager.
- Tap HBO GO in the list of apps.
- Tap Uninstall.
- Download and reinstall HBO GO from the Google Play Store, then start it to see if the problem is resolved.
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