Troubleshooting film playback issues
Try the troubleshooting steps below to address issues with watching titles, such as films buffering or not playing.
Once the issue is resolved, there's no need to continue to the next step.
For the Kanopy mobile app
- Check your internet connection. Try switching your device to cellular data, then back to Wi-Fi.
- Close and relaunch the app.
- Restart your device.
- Log out of Kanopy, then log back in.
-
- Open your device's Settings.
- Tap Apps.
- Find and select Kanopy. You may have to select Application manager (or similar) first.
- Tap Storage.
- Tap Clear Cache.Note: Don't pick Clear Data. This will reset the Kanopy app.
- Make sure you're using the latest version of the Kanopy app.
- If you're using a VPN, try disabling it.
- Remove and reinstall the Kanopy app.
- Try using Kanopy on a different device.
For smart TVs, Apple TV, and Roku
- Check for updates to your TV and apply them, if available.
- Log out of Kanopy, then log back in.
- Reboot your streaming device or smart TV (look for this option in the Settings menu or refer to your TV's documentation for help). Or unplug the device, wait ten seconds, and plug it back in.
- Apple TV only: Log out of your Apple ID, then log back in.
- If you're using a VPN, try disabling it.
- Remove and reinstall the Kanopy app.
- Try using Kanopy on a different device.
For desktop browsers
- Check your internet speed (you can perform a speed test here). If your internet speed is below 5 Mbps, try moving closer to your router, moving your router to a more central location, or connecting your computer directly to your modem.
- Chromebook only: Install the Kanopy app from the Google Play Store.
- Close other applications and browser windows.
- If you're using a VPN, try disabling it.
- Update your browser or try a different one. See Kanopy's supported desktop browsers and operating systems.
- Try disabling any browser extensions or ad blockers you have installed.
- Log out of Kanopy, then log back in.
- Clear your browser cache. For many browsers, you can find this option by pressing Ctrl + Shift + Del (for a Windows computer), Ctrl + Shift + Backspace (for a Chromebook), or Command + Shift + Del (for a Mac). If you need help, consult the help site for your browser.Note: Clearing the cache and cookies from your browser will log you out of websites and delete other website data.
- Reboot your computer.
- Try using Kanopy on a different device.
If you've tried these troubleshooting steps and believe that there may be a problem with a specific video, please report the issue to us.