Troubleshooting problems on a computer or laptop

This page offers steps to try if you’re having problems with BBC iPlayer on your computer. 

Buffering or stuttering playback? 

Head over to the How do I check if my internet connection is fast enough for BBC iPlayer? page. This will help you check if this could be due to your internet connection, whether that’s between your computer and your internet router or your router's connection to your internet service provider. It may only take a couple of minutes to improve playback performance.

Other issues with the website

We recommend you follow the steps below in order: 

  1. Close then reopen your internet browser
    Make sure all windows and tabs are closed before restarting. 
     
  2. Check you're using the latest version of your browser
    Using a dated version of an internet browser can often be the cause of problems. You can check for updates in your browser settings. You can also check if your browser is up to date using websites like www.updatemybrowser.org or www.whatismybrowser.com/. (The BBC is not responsible for the content of external sites.) 
     
  3. Try a different browser
    If you already have another browser, check to see if you can play programmes there. If you don't have another browser installed, try the next step. 
     
  4. Clear your browser cache
    Your browser will store recently visited websites in a temporary storage 'cache.' Clearing the cache can help improve performance. Check the How do I clear the cache (browsing data or temporary internet files)? page for advice on how to do this. 
     
  5. Restart your computer
    This is useful, particularly if you often leave your computer in sleep or hibernation mode.
     

Still need help?

Contact our support team if you’ve tried the steps above and haven’t been able to resolve the problem. Provide as much information as possible including:

  • the browser you're using and any browsers you've tested this on
  • the date and time the problem started
  • whether the issue affects live TV channels or on demand programmes (or both)
  • any error messages or numbers displayed when you try to play programmes
  • details of any security or ad-blocking software
  • whether the issue is related to a VPN or work network
  • the steps you've taken to try to resolve the issue

You can contact us through our live chat service (have a look at the Can I contact you using Live Chat? page) or by selecting the Contact Us button below.