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:
 

       



Computer
If you're attempting to stream from your desktop or laptop try these tips:
 

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).
 

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
 

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. 

  • 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.


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.

    If your internet connection is 4 MBPS or more, 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.
     

    Connected Devices
    If you're streaming on a connected device (i.e. Apple TV, Android TV, Amazon Fire TV or Kindle, Roku Player, Portal TV), try these troubleshooting tips:
     

    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 are any pending app updates, you’ll see messaging to install them on your home screen.

    For force-quit instruction specific to your device, check out this article.
     
    If you’re having trouble streaming on your Roku player, try these troubleshooting steps:
    1. 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.
    2. Press the Home button on the Roku remote. 
      • Scroll up or down and select Settings, then 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.
      • If you have issues,  please restart the modem/router then relaunch the CBS channel (Check your Internet connection)
      • Perform a network connection test with this pathway:  Home > Settings > Network > Check Connection
     
    If you’re having trouble streaming on your Fire TV try these troubleshooting steps.
    1. From the Amazon home screen, select Settings > Select applications > Select Manage installed applications.
    2. Select Force stop the CBS app, then Clear Cache on the Device > then relaunch to see if this resolves the issue.
    3. If you still have an issue, please restart the modem/router, then relaunch the CBS app (Check your Internet connection)
     
    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.
     
    1. Disconnect the power cord from the back of the device or from the outlet for 15 seconds and then plug it back in
    2. Relaunch the CBS app
    3. If still having an issue please restart the modem/router then relaunch the CBS app (Check your Internet connection)
     
    1. Unplug the device from the power source, and wait several 15 seconds, then plug it back in.
    2. The device automatically turns on when plugged in, then relaunch the CBS app
    3. If still having an issue please restart the modem/router then relaunch the CBS app (Check your Internet connection)

    If you're having issues streaming on your mobile device with the CBS All Access app, try force quitting the CBS app on your device:
     

    Mobile device
    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:

    • Check your network connectivity (Cellular Data if applicable)
    • iPhone or iPad users, see our tutorial steps here.
    • Android phone or tablet users, use this tutorial here
    • If you are connected to Wifi and still having issues please restart the modem/router then relaunch the CBS app (Check your Internet connection)

    When you force quit the app, it refreshes the app which can resolve streaming issues.
     

    Smart TVs
    If you're streaming on a Smart TV (Samsung TV,  Vizio TV, LG TV), try these troubleshooting tips:
     

    • Samsung TV
      • Restart your TV
      • Press and hold the Power button on the Samsung TV for 5 to 8 seconds to restart the TV
      • Once the TV turns back on, relaunch the CBS app
      • If you still have an issue, please restart the modem/router, then relaunch the CBS app. (Check your Internet connection)
     
    • Vizio TV
      • Force close the CBS app:
        • On the Vizio Smart TV remote, hold down the "Back" button to restart the app. If you do a quick hold (by holding it down halfway), it will display the exit menu.
      • Relaunch the CBS app
      • Perform a soft restart > System> Reset Admin>Soft Power Cycle>Select Yes
      • If you still have an issue, please restart the modem/router then relaunch the CBS app (Check your Internet connection)
     
    • LG TV
      • Relaunch your TV
      • Turn off the TV, then unplug it from the power source for 30 seconds.
      • Re-connect the power source, turn on the TV, and relaunch the CBS app.
      • If you still have an issue, please restart the modem/router then relaunch the CBS app (Check your Internet connection)


    Gaming Consoles
    If you're streaming on an Xbox or PS4 gaming device, check out these troubleshooting tips.
     

    • Xbox
      • Select Settings, then select Restart Console.
      • Select Yes to confirm and restart your device.
      • If you still have an issue, please restart the modem/router then relaunch the CBS app (Check your Internet connection).
      Press the Xbox button to open the guide. Note: Pressing the “Xbox” button will open the guide from any other screen on the console.
     
    • PS4
      • Go to the Home Screen (press PS home button)
      • Highlight Application to close
      • Press and hold PS Button
      • Select Close Application
      • If still having an issue please restart the modem/router then relaunch the CBS app (Check your Internet connection)


    Need other helpful streaming articles? Try these topics:

    Having audio trouble? Check out this article for information.