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
- 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).
- 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 to see if an app update is available.
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.
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, open your browser and search for 'speed test' and then tap RUN SPEED TEST.
If your download speed is well above 5 mbps and you're experiencing buffering or pausing issues, try these steps to improve playback.
- Switch between Wi-Fi and cellular data - If you're using a cellular data connection, try connecting to a wireless network and see if playback is improved.
- 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.
- 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
- Restart your network devices - As a last resort, try restarting your network devices. Unplug your modem and router and then wait 30 seconds. Reconnect the power to your modem and wait for it to connect to the Internet (about a minute). Reconnect the power to your router and wait for it to connect to the Internet.
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 30 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.
If you're still having issues...
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