Basic troubleshooting for buffering, freezing, and other video play issues

If your Crunchyroll videos aren’t loading, try these quick steps first: 

1. Test the network.

• If you’re on Wi‑Fi, temporarily switch to mobile data and try again.
• If you’re on mobile data, switch to a stable Wi‑Fi connection and test again.
  • This helps fix issues with a particular network. 

2. Log out and back in on one device.

• Log out of your Crunchyroll account on the device you’re using.
• Log back in on that same device only (don’t test multiple devices at once).
• Try playing the show again.

These steps refresh your session and fix account issues that might stop videos from loading.

1. Close and reopen the app. Force stop it, then open it again.
2. Restart your device. This can clear temporary issues.
3. Update your device and app. Make sure your OS and the Crunchyroll app are up to date.
4. Close background apps. Apps like social media or downloads can use bandwidth or memory.
5. Reinstall the app. Uninstall it, restart your device, then install it again.
6. Try another network or device. This helps check if the issue is device-specific.

1. Make sure your browser is up to date. Install any available updates.
2. Hard refresh the page.
   • PC: Ctrl + F5
   • Mac: Shift + Cmd + R
3. Restart your browser. Close it completely, then open it again.
4. Clear cache and cookies. Then sign back in to Crunchyroll.
5. Disable ad blockers or extensions temporarily. They can stop the video from playing properly.
6. Turn off antivirus temporarily. They can block or slow streaming.
7. Restart your router. Unplug it for 30 seconds, then plug it back in.
8. Try incognito or private mode. If it works, an extension may be the issue.

1. Restart your console. Turn it off, then back on.
2. Reinstall the Crunchyroll app. Delete it, restart your console, then install it again.
3. Power cycle your console and turn it off completely.
4. Unplug it for 30 seconds, plug it back in, and turn it on.
5. Clear your console’s cache or storage. This won’t delete saved data, but it can fix playback issues.

For instructions to fix video playback issues based on your specific device, check out this list:

• Nintendo Switch
• PlayStation
• Xbox

If you’re watching on a smart TV or streaming stick and videos keep buffering or freezing:

1. Restart your device. Turn the TV or streaming device off, then back on.
2. Check for system updates. Install any available OS or firmware updates.
3. Update or reinstall the Crunchyroll app.
4. Update it from your TV’s app store, or
5. Uninstall and reinstall it if possible.
6. Power cycle your device. Unplug it for 30 seconds, then plug it back in.

For instructions to fix playback issues based on your specific device, check out this list:

Smart TVs

• LGTV
• Roku
• Samsung TV

Streaming devices

• Android TV
• Apple TV
• Fire TV

If you’re seeing a specific error code over and over, make a note of it, then try all the applicable steps from above depending on your device.

If the code keeps appearing, let Crunchyroll Support know what's happening. Just share:

• The error code.
• The device/browser you're using.
• Share what steps you've tried from this article already. 

Knowing the error code helps us quickly identify what’s happening and how to fix it for you.

If you’ve tried these troubleshooting steps and are still experiencing buffering, freezing, or other video issues, reach out to Crunchyroll Support. That's what we’re here for! To help us investigate faster, just include:

• Your device type (phone, tablet, console, smart TV, or browser)
• Your country or region
• Whether the issue happens on one device or multiple
• A short description of the problem (e.g., buffering, black screen, audio out of sync, or error code)
• Any error messages

Our team will take a look behind the scenes and help you get back to watching as quickly as possible.