Troubleshooting By Device and Browser

For Android devices:
Step 1: Update Chrome
Videos sometimes need the latest version of Chrome.

1. On your Android phone or tablet, open the Play Store app .
2. At the top left, tap Menu   My apps & games.
3. Under "Updates," look for Chrome .
4. If Chrome is listed, tap Update.
5. When the update is done, go back to the site with the video or game. At the top right, tap More   Reload .

Step 2: Turn on JavaScript
Some media needs JavaScript.

1. On your Android phone or tablet, open the Google Chrome app .
2. To the right of the address bar, tap More   Settings.
3. Tap Site Settings.
4. Tap JavaScript, then turn the setting on.
5. Go back to the site with the video or game. Tap More   Reload .

Step 3: Reset your Internet connection
Your Internet network could be causing problems with the video or game.

1. Turn off your Android phone or tablet.
2. Unplug your modem. If your wireless router is a separate device, unplug it too.
3. Wait for about one minute.
4. Plug in your modem and wait until all the lights have stopped blinking. If your wireless router is a separate device, plug it back in and wait until all the lights have stopped blinking.
5. Turn on your Android phone or tablet.
6. Go back to the site with the video or game. Tap More   Reload .

Step 4: Check your cache and cookies
Some video or game issues are caused by something saved in your browser data.

1. On your Android phone or tablet, open the Chrome app .
2. To the right of the address bar, tap More   New Incognito tab.
3. In the Incognito tab, go to the site with the video or game.

If the video or game doesn't work, clear your browsing data. Clearing your browsing data will erase some of your settings for websites. Learn more aboutclearing your browsing data.

1. To the right of the address bar, tap More   Settings.
2. Tap Privacy and security  Clear browsing data.
3. Choose a time range, like Last hour or All time.
4. Select Cookies and site data and Cached images and files. Deselect any other types of information you don't want to remove.
5. Tap Clear data.

For PC:
Step 1: Turn on JavaScript
Some media needs JavaScript. YouTube videos, for example, won't run without JavaScript.

1. On your computer, open Chrome .
2. At the top right, click More   Settings.
3. Click Privacy and security  Site settings.
4. Click Javascript  Sites can use Javascript.
5. Go back to the site with the video or game. At the top left, click Reload .

Step 2: Check your extensions, plugins, cache & cookies
Some video or game issues are caused by Chrome extensions, plugins, or something saved in your cache or browser data.

1. On your computer, open Chrome.
2. At the top right, click More   New Incognito Window.
3. In the Incognito window, go to the site with the video or game.

If the video or game works
If the video or game doesn't work
Step 3: Update Chrome
Videos and games sometimes need the latest version of Chrome.

1. On your computer, open Chrome.
2. At the top right, click More .
3. Click Update Google Chrome. If you don't see this button, you're on the latest version.
4. Click Relaunch.
5. Go back to the site with the video or game. At the top left, click Reload .

Step 4: Reset Chrome settings

1. On your computer, open Chrome.
2. At the top right, click More   Settings  Advanced.

• On Chromebook, Linux, and Mac: Click Reset settings  Restore settings to their original defaults  Reset Settings.
• On Windows: Click Reset and cleanup  Restore settings to their original defaults  Reset settings.

1. Go back to the site with the video or game. At the top left, click Reload .

Learn more about resetting your Chrome settings.
Step 5: Reset your Internet connection
Your Internet network could be causing problems with the video or game.

1. Turn off your computer.
2. Unplug your modem. If your wireless router is a separate device, unplug it too.
3. Wait for about one minute.
4. Plug in your modem and wait until all the lights have stopped blinking. If your wireless router is a separate device, plug it back in and wait until all the lights have stopped blinking.
5. Turn on your computer.
6. Go back to the site with the video or game. At the top left, click Reload .

For Iphone and iPad
Step 1: Update Chrome
Videos and games sometimes need the latest version of Chrome.

1. On your iPhone or iPad, open the App Store.
2. At the bottom, tap Updates.
3. In the pending updates, look for Chrome .
4. If Chrome is listed, tap Update.
5. If asked, enter your Apple ID password.
6. When the update is done, go back to the site with the video or game.

• iPhone: At the bottom right, tap More   Reload .
• iPad: To the left of the address bar, tap Reload .

Step 2: Reset your Internet connection
Your Internet network could be causing problems with the video or game.

1. Turn off your iPhone or iPad.
2. Unplug your modem. If your wireless router is a separate device, unplug it too.
3. Wait for about one minute.
4. Plug in your modem and wait until all the lights have stopped blinking. If your wireless router is a separate device, plug it back in and wait until all the lights have stopped blinking.
5. Turn on your iPhone or iPad.
6. Go back to the site with the video or game.

• iPhone: At the bottom right, tap More   Reload .
• iPad: To the left of the address bar, tap Reload .

Step 3: Check your cache and cookies
Some video or game issues are caused by something saved in your browser data.

1. On your iPhone or iPad, open the Chrome app .
2. Tap More   New Incognito Tab .
3. In the Incognito tab, go to the site with the video or game.

If the video or game doesn't work, clear your browsing data. Clearing your browsing data will erase some of your settings for websites. Learn more aboutclearing your browsing data.

1. Tap More   Settings .
2. Tap Privacy and Security  Clear Browsing Data.
3. Select Cookies, Site Data and Cached Images and Files.
4. Deselect info you don't want to remove.
5. Tap Clear Browsing Data  Clear Browsing Data.
6. At the top right, tap Done.