Troubleshoot browser playback issues

If you're having issues with playing videos in HBO GO on your computer, try the steps below. 

Step 1: 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 or Start.

If your network speed is above 5 mbps, your connection is fast enough for HBO GO. To keep troubleshooting, move onto Step 2.

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 2. If it also has trouble connecting to HBO GO, follow these steps to try and increase your network speed.

  1. Try a wired connection - Try connecting your computer to your home network using an Ethernet cable (if it isn't already), or contact your Internet provider for help.
  2. 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.
  3. Restart network Wi-Fi devices - As a last resort, try restarting your network devices. Unplug your modem and router, wait one minute, then plug them back in.

Step 2: Check your browser version and clear cache

  1. Make sure you're using the latest version of a supported web browser. If you have another browser installed, try playing videos using another browser. To see if there's an update available for your browser, search the Internet for "update" plus the name of your browser, e.g. "Update Chrome".
  2. Clear your browser's cache. To find out how to do this, search for "clear cache" in your browser's help.
  3. Close and reopen your browser, then sign in to HBOGO.com and try playing the video again.

Mac Safari browser troubleshooting

Safari 9 or 10: If you're having trouble playing videos, get the latest version of Safari for your Mac or try using another browser.

Safari 11: Make sure Auto-Play is allowed for HBO GO. Here's how:

  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 then choose Allow All Auto-Play.
  4. Hold down the Shift key and choose the Refresh webpage icon. 
  5. Try playing a video again.

Step 3: Check Flash and browser configuration

  1. Make sure you have the latest version of Adobe Flash Player installed and enabled (except Safari 11). To do this, go to the Adobe Flash Player Help and choose Check Now.
  2. Check your browser configuration:
    • Make sure third-party cookies are enabled.
    • Turn off private browsing or incognito mode.
    • Disable ad-blocking software.
    • Disable browser plug-ins and add-ins.
  3. Quit and restart your browser, then try to play the video again.

Step 4: Restart your computer 

  1. Close all apps and then turn off your computer.
  2. Turn on your computer and go to HBOGO.com.
  3. Try playing a video.

Step 5: Try another browser

Try using another supported web browser to see if the issue is limited to a particular browser. Make sure cookies are enabled in your browser.

Additional browser troubleshooting information

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