Can't play videos on my computer 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

Make sure you're using a supported browser. See supported browsers

If your browser is supported, update your browser to the latest version. To find out how to do this, search the Internet for 'update + the name of your browser' (i.e. update Chrome browser).

Step 2: Change your browser's autoplay setting

Browser on a PC or Mac: Change your browser's settings to allow autoplay for the play.HBOGO.com website (Safari on a Mac, see the info below). To find out how to do this, search the Internet for 'autoplay + the name of your browser' (i.e. autoplay Chrome browser).

iPhone or iPad: You need to use the HBO GO app instead of a browser on your iPhone or iPad.

Safari on Mac: If you're using Safari 11 or later on your Mac, try these steps before updating your browser:

  1. Open the Safari browser and go to play.HBOGO.com.
  2. From the Safari menu, choose Settings for This Website
  3. Hover your mouse beside Auto-Play and choose Allow All Auto-Play.
  4. Reload the page (hold down the Option and Command keys and then press R)

If you still have trouble playing videos, update your macOS (which includes the Safari browser) to the latest version your computer can use. To find out how, see Apple's How to update the software on your Mac article.

Step 3: 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 4: 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. Try a different browser. If videos play successfully in a different browser, 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.
  2. Make sure your computer has the latest updates installed for both your operating system your and browser.
  3. Close all open apps and restart your computer.

For help specific to your browser, see More 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 buffers or pauses article.

Need more help?

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

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