Troubleshoot computer browser playback at HBOGO.com

Many factors can affect browser video playback, including network bandwidth, connection speed, available memory, and your browser configuration.

HDCP error? See Troubleshoot HDCP

If you're having trouble playing videos at HBOGO.com, try these steps:

Step 1: Update your browser version

Check to see if there's an update available for your browser. To find out how to do this, search the Internet for 'update + the name of your browser' (i.e. update Chrome browser). See supported browsers

Internet Explorer (on Windows 8.1 and earlier)

If you're having trouble playing videos, go to Troubleshoot playback with Adobe Flash Player (Internet Explorer on Windows 10, continue to next step).

Safari Browser Troubleshooting

If you're having trouble playing videos on your Mac, do the following:

  1. Open the Safari browser and go to play.HBOGO.com.
  2. From the Safari menu, choose About Safari.
  3. Do one of the following, depending on your Safari version:

    Safari 11 and later: From the Safari menu, choose Settings for This Website. Hover your mouse beside Auto-Play and choose Allow All Auto-Play. Then hold down the Shift key and choose the Refresh webpage icon. Now try playing a video again.

    Safari 9 or 10Get the version 11 or later of Safari. If this isn't possible, go to Troubleshoot playback with Adobe Flash Player

Step 2: Clear the cache and reopen your browser

  1. Clear your browser's cache. To find out how to do this, search for 'clear cache' in your browser's help.
  2. Close and reopen your browser.
  3. Sign in to HBOGO.com and try playing a video.

Step 3: Try more targeted troubleshooting:

Videos won't play on HBOGO.com

If you were able to play videos in the past, try the following:

  1. Close all apps and restart your computer.
  2. Sign in to HBOGO.com and try playing a video.

If videos still won't play, try the following steps:

  1. If you're using the Safari browser, see Safari browser troubleshooting.
  2. Check your browser configuration, including:
    • Make sure third-party cookies are enabled.
    • Disable ad-blocking software.
    • Turn off private browsing or incognito mode.
    • Disable browser plug-ins and add-ons.
    • Then, close and reopen your browser before trying to play video again.
  3. Make sure your computer has the latest updates installed for your operating system and browser.
  4. Close all open apps and restart your computer.

If you still can't play videos, try using a different browser.

For help specific to your browser, see Additional browser troubleshooting.

Video is blurry, pixelated or poor quality

HBO GO streams video at the highest quality possible. Internet connection speed or network bandwidth can impact the quality of video playback.

When streaming video, HBO GO adjusts the video quality based on your network bandwidth and connection speed. If your network bandwidth is too low or the connection speed fluctuates, you might get a lower resolution video or no video.

Try the troubleshooting steps in the Video frequently buffers article.

Need more help?

For additional help troubleshooting browser playback issues, send us a support request.

Additional browser troubleshooting