Trouble playing 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: Check your browser version

Check to see if 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).

Safari Browser Troubleshooting

iPhone or iPad: It you get a message suggesting that you change your Safari auto-play setting, you need to use the HBO GO app (instead of Safari on your iPhone or iPad).

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 by holding down the Option and Command keys and pressing R. Then, try playing a video again. 

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 to do this, see Apple's How to update the software on your Mac article.

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 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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