If you’re having trouble when you attempt to watch content (i.e. seeing a black screen or a loading image, seeing the “video unavailable” message, the app is frozen) try the following troubleshooting tips. Just select the device you're currently streaming on for more information.
If you're attempting to stream from your desktop or laptop try these tips:
Check your Internet connection
You should also make sure you’re streaming with a high speed connection of 4 MBPS or more — that’s the minimum streaming requirement to watch CBS All Access. You can perform a speed test at fast.com, and if your speed is too low, contact your Internet Service Provider (ISP) to discuss options to increase it. You should also check out our overall minimum system requirements for your device or computer here.
Disable ad blockers
If you are running ad blockers or extensions, this could be blocking playback and causing streaming issues. For instructions on how to disable your ad blockers, click here.
Check your browser
If you do not have an ad blocker installed, try these tips:
- Ensure your browsers are up to date by checking whatsmybrowser.com and following any instructions for updating to the latest version, if listed.
- Make sure your browsers are supported to stream CBS All Access. Learn more here.
- Clear your browser's cache, cookies and browsing history. For help, click here. Note: Fire TV users can clear their cache with this tutorial here.
- Refresh your browser window by clicking the “reload” icon next to your web address bar
- Close your browser and open a new browser window.
- Try a different browser (like Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, or Internet Explorer).
Turn off tracking protection (Firefox users only)
If you’re using Firefox as your browser and the tracking protection feature is enabled, this may cause streaming issues.
To disable tracking protection in private windows:
- Click the hamburger (3 vertical lines) in the top right corner of the screen. A pop-up menu displays.
- Click "Preferences"to open this page, then select "Privacy" from the left-panel menu.
- On the "Privacy and Security" page, unselect “Standard” and select “Strict.” For more information on privacy protections on Firefox, click here.
Reboot your WiFi router
Try rebooting your router with these steps:
- Unplug the power cord. Note: If you have a separate modem, be sure to unplug the power to the modem first.
- Wait approximately 10 seconds, and plug it back in (plug the modem back in before the router, if applicable).
- When your router has completely re-powered (usually after a few minutes), go to cbs.com and try streaming again.
If you're having issues streaming on your mobile device with the CBS All Access app, try force quitting the CBS All Access app on your device:
- iPhone or iPad users, see our tutorial steps here.
- Android phone or tablet users, use this tutorial here.
When you force quit the app, it refreshes the app which can resolve streaming issues.
If you're streaming on a connected device (i.e. Apple TV, Android TV, Amazon Fire TV or Kindle, Roku Player, Portal TV, Xfinity Flex), including smart TVs (LG, Samsung, Vizio) and gaming consoles (Xbox One, PlayStation 4), try these troubleshooting tips:
Check your Internet connection (see instruction in the "Computer" section above)
Reboot your WiFi router (see instruction in the "Computer" section above)
Force quit the app
Make sure you’re running the latest version of the CBS All Access app by force closing and reinstalling it. This can resolve streaming issues, and If there’s a pending app update, you’ll see messaging to install it. For force-quit instruction specific to your device, check out this FAQ.
Apple TV streaming tips
If your Apple TV crashes or freezes when you attempt to stream CBS All Access, use the step-by-step instruction with images in our Apple TV tutorial here.
Roku TV streaming tips
If you’re having trouble streaming on your Roku player, try these troubleshooting steps:
Restart your Roku
- Roku player: Go to Settings > System > System restart.
- Roku TV: Go to Settings > System> Power > System restart.
You can also unplug the Roku device from the power source, wait a few moments, and then reconnect it.
Check for manual Roku updates
- Press the Home button on the Roku remote.
- Scroll up or down and select Settings, then select System.
- Select System update. Note: The System update screen displays the current software and build version, along with the date and time of the latest update.
- Select Check Now to manually check for updates.