Help

Many streaming issues can be resolved by restarting your device. Power off your Android device by holding down the power button and confirm that you want to turn off your device. Then, press the power button again to power your Android device back on. Once your Android device finishes turning on, launch Pixel and attempt to watch your movie or TV show again.

Reset the Pixel app by clearing the application data:

From the Home screen on your device, navigate to Settings.

Select General.

Note: If you don't have General as an option, continue to the next step.

Select Applications.

Select Manage Applications.

Select Pixel.

Select Clear data, then OK.

After you've cleared the Pixel application data, launch Pixel and attempt to stream your TV show or movie again.

Make sure the issue isn't being caused by an outdated version of the Pixel app by removing the app from your Android device and reinstalling it.

Open the Play Store app.

Search for Pixel.

Once in the Pixel app store page, select Uninstall.

Confirm by selecting OK.

Once the app has uninstalled, reinstall it by tapping Install and then Accept.

Once the install is complete, select Open.

Enter your Pixel email and password and continue.

After signing back in to Pixel, attempt to stream your movie or TV show again.

One of the most common causes of problems that occur while trying to watch Pixel is weak or intermittent Internet connectivity. Frequent rebuffering or loading, problems starting the Pixel app, error messages stating "Cannot Connect to the Internet," or trouble playing a movie or TV show on your device generally indicate a slow or interrupted Internet connection.

Fortunately, we've compiled some helpful steps that resolve most Internet connectivity problems.

Note: If you complete the steps below and are still having issues connecting to the Pixel service, we highly suggest you reach out to your Internet service provider. They will be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

What type of device are you using to stream Pixel?

For this step, make sure to leave your device and ALL of your home network equipment powered off and unplugged as a group for about a minute before plugging each device back in one by one.

Turn off your mobile device.

Unplug your modem (AND your wireless router, if it's a separate device) from power for no less than 30 seconds.

Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

Turn your device back on and attempt to stream Pixel again.

If you're still running into issues after resetting your device and your home network, the root cause of the issue could lie with the network itself. If possible, connect your mobile device to a different Internet access point to rule out any potential home network configuration problems as the cause of the issue you're experiencing. Some examples:

Attempt to connect to a different Wi-Fi network in range of your device.

Bring your device to a neighbor's or friend's house and attempt to stream.

If you have the ability to access a cellular data network on your device, try using it to connect to Pixel. While we generally don't advise streaming over a data network as a fix, it's a good way to see if a home network configuration issue is what's keeping you from streaming reliably.

If you're able to stream using a different Internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.

If you've modified your device for custom connection settings, we recommend using your Internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home Internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to the manufacturer of the device for more assistance.

If you're connecting over Wi-Fi and the above steps didn't help, try some or all of these steps to improve your wireless connectivity:

Move your router to a new location to improve signal strength--you'll usually see better reception throughout your home if the router is in a central location.

Wireless interference can cause big problems when trying to connect over Wi-Fi. Cordless phones, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.

Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that's hidden behind it.

If you're having network connection issues while trying to stream Pixel, the steps above are a great place to start. If you've tried all of our suggestions and you're still having connection problems, you may need additional help troubleshooting your home network.

If you are still having trouble connecting to Pixel, you will want to contact the person that set up your home network. They should be able to help you determine if your router is properly set up to communicate with the other devices on your home network.