---
title: Video Playback Issues in Android App
description: "Learners may sometimes experience issues while playing course videos in the Android app. Common issues include videos not playing, videos getting stuck on loading, buffering, black screens, playback errors, or downloaded videos not playing.\n\nThese issues can be caused by the app version, internet connection, device storage, Android system version, DRM compatibility, corrupted downloads, or temporary app data."
---

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# Video Playback Issues in Android App

## Learners may sometimes experience issues while playing course videos in the Android app. Common issues include videos not playing, videos getting stuck on loading, buffering, black screens, playback errors, or downloaded videos not playing. These issues can be caused by the app version, internet connection, device storage, Android system version, DRM compatibility, corrupted downloads, or temporary app data.

 

 Common Video Playback Issues

- Video does not play
- Video stuck on loading
- Video keeps buffering
- Video playback failed
- Black screen while playing
- Video stops during playback
- Audio is not working
- Video and audio are out of sync
- Video quality is poor
- Downloaded video is not playing
- Video download gets stuck
- DRM-protected video fails to play
- Video works on another device but not on the Android device
- App Security Checks & Device Blocks (only for Android apps)
- Video Stuck at 00 Duration on Android App

 Troubleshooting Steps

### 1. Check the Internet Connection

Make sure the Android device has a stable internet connection.

Try the following:

1. Switch between Wi-Fi and mobile data.
2. If using Wi-Fi, try another network if available.
3. Avoid switching networks while the video is loading or playing.
4. Try playing another video to check whether the issue affects all videos.

### 2. Update the Android App

Make sure the learner is using the latest version of the learning app.

1. Open the **Google Play Store**.
2. Search for the learning app.
3. Check whether an update is available.
4. Update the app.
5. Restart the app and try playing the video again.

### 3. Restart the App

Completely close the Android app and open it again.

If the issue continues, restart the Android device and try playing the video again.

### 4. Clear App Cache

Temporary or corrupted app cache can sometimes cause video playback issues.

1. Open **Android Settings**.
2. Go to **Apps**.
3. Select the learning app.
4. Open **Storage** or **Storage & cache**.
5. Select **Clear cache**.
6. Open the app again and try playing the video.

Do not select **Clear data** unless instructed by the support team, as this may remove locally stored app information.

### 5. Check Available Storage

Make sure the device has sufficient free storage.

Low storage can cause problems with:

- Video downloads
- Offline video playback
- Temporary video files
- App operation

Free up storage if the device is running low and try again.

### 6. Check Android System Updates

An outdated Android version or missing security patches may cause compatibility issues with DRM-protected video playback. If the video playback issue persists after completing the general troubleshooting steps, ask the learner to check for available Android system updates.

**Steps to check for updates:**

1. Open **Settings** on the Android device.
2. Navigate to **System → Software update** or **System update**. The menu name may vary depending on the device manufacturer.
3. Check for available Android system updates.
4. If an update is available, download and install it.
5. Restart the device after the update is completed.
6. Open the Learnyst app and try playing the video again.

**Note:** Ensure the device is connected to a stable internet connection and has sufficient battery before installing updates. If no updates are available or the issue persists after updating, proceed with further troubleshooting.

 

### 7. Check Battery Saver and Data Saver

Battery Saver, Data Saver, and background data restrictions may interfere with network activity and affect video playback, potentially causing buffering or playback issues.

Ask the learner to temporarily disable the following settings on their Android device:

- **Battery Saver**
- **Data Saver**
- **Background data restrictions** for the Learnyst app

Once these settings are disabled, ask the learner to reopen the app and try playing the video again.

 

### 8. Disable VPN or Network Filtering

If a VPN, private DNS, firewall, ad blocker, or network filtering application is enabled, temporarily disable it and try playing the video again.

These services can sometimes interfere with video or DRM license requests.

### 9. Check Downloaded Videos

If learners encounter a **"Content Play Failed"** error while playing downloaded videos in offline mode, ensure that the videos are downloaded successfully using a stable internet connection. Recommend downloading **one video at a time** to avoid download interruptions.

If a downloaded video fails to play, ask the learner to follow these steps:

1. Delete the downloaded video from the app.
2. Ensure the device has sufficient storage space.
3. Connect to a stable internet connection.
4. Download the video again.
5. Wait until the download is fully completed.
6. Try playing the downloaded video again.

**Note:** Avoid interrupting the download or switching networks while the video is downloading.

### 10. DRM-Protected Video Issues

Some course videos may use DRM protection.

If a DRM-protected video displays an error such as **License Failed**, **Content Play Failed**, or does not start:

1. Update the learning app.
2. Update Android.
3. Check the internet connection.
4. Disable VPN or network filtering.
5. Restart the app.
6. Restart the device.
7. Try playing another DRM-protected video.

If other DRM videos also fail, provide the error screenshot and device details to the support team.

### 11. Check Date and Time

Make sure the Android device is using the correct date and time.

Enable automatic date and time if available:

**Settings → System → Date & time → Set time automatically**

An incorrect device clock can sometimes affect authentication and secure media requests.

### 12. App Security Checks & Device Blocks (only for Android apps)

Some Android learners may be blocked from accessing the app due to device security checks.

**Troubleshooting steps:**

1. Ask the learner to disable **Developer options and USB debugging** in their Android device settings.
2. Ask them to uninstall the app, restart the device, and reinstall the app from the Google Play Store.
3. If the error persists, request a screen recording showing that Developer options and USB debugging are disabled, along with the exact error message and code.
4. If these settings are already disabled, do not repeatedly ask the learner to toggle them. Collect the device model, Android version, app version, and error details and share it with Learnyst support team

Please follow the [YouTube video guide](https://youtu.be/_6RH4sVp49M?si=tCs2BslDFFnfdXXN) to locate and disable the USB debugging option on your Android device. : https://youtu.be/\_6RH4sVp49M?si=tCs2BslDFFnfdXXN

**Error codes to investigate:** `19009 (1028)`, `19008 (1022; Reason 3:205:0:0)`, `19002`, and `1017`. The specific triggers for these codes must be verified against the corresponding support tickets before documenting code-specific fixes.

### 13) Video Stuck at 00 Duration on Android App

If the learner encounters any of the following playback issues in the Android app, ask them to follow the troubleshooting steps below:

- Video stuck at `00` duration.
- Blank or black screen during video playback.
- Video stuck, freezing, or failing to play.

**Troubleshooting steps:**

1. Uninstall the Android app from the device.
2. Restart the phone or device.
3. Reinstall the app from the Google Play Store.
4. Check video playback and share the status with the support team.

**If the issue persists:**

Ask the learner to raise a Technical Support ticket through the Android app so the support team can investigate the issue using the error logs.

1. Close all background apps running on the device.
2. Open the Android app and navigate to a video lesson where the issue occurs.
3. Reproduce the issue, such as a blank screen, black screen, or video stuck at `00` seconds.
4. Immediately return to the app's main page.
5. Tap the hamburger menu in the top-left corner and select **Help Desk → Technical Issue**.
6. Wait for the app to collect the error logs.
7. Fill in the issue form and submit the ticket.

**Note:** Ensure all background apps are closed before reproducing the issue and raising the ticket. This helps the support team collect the relevant error logs for further investigation.

### Common FAQs

### Why is my video not playing in the Android app?

The issue may be caused by an unstable internet connection, outdated app version, corrupted app cache, insufficient storage, device restrictions, or DRM-related issues.

### Why is my video stuck on loading?

Check the internet connection first. Then restart the app, clear the app cache, and try another network if available.

### Why does my video keep buffering?

Buffering is commonly related to network speed or instability. Try switching between Wi-Fi and mobile data and check whether other videos have the same issue.

### Why is the video showing a black screen?

A black screen may be caused by a temporary app issue, device compatibility problem, DRM playback issue, or outdated app/system software. Update the app and Android, restart the device, and try again.

### Why is there no sound in the video?

Check the device's media volume and make sure the device is not muted. Also check whether audio works in other videos or applications.

### Why is the video and audio out of sync?

Restart the video and app first. If the issue continues, update the app and Android system and try the video again.

### Why is my downloaded video not playing?

The downloaded file may not have completed successfully or may have become corrupted. Delete the downloaded video and download it again using a stable internet connection.

### Why does my downloaded video keep getting stuck?

Check available device storage and ensure the download has completed successfully. Delete the existing download and download the video again if necessary.

### Why am I getting a "License Failed" error?

A **License Failed** error can occur when the app cannot successfully obtain or process the DRM license required to play protected content.

Check the internet connection, update the app, disable VPN/network filtering, restart the app and device, and try again.

### Why does the video work on another device but not my Android phone?

The issue may be specific to the Android device, Android version, app version, available storage, network configuration, or DRM environment.

### Can VPN or private DNS cause video playback problems?

Yes. VPNs, private DNS services, firewalls, and network filtering applications can interfere with video or DRM license requests. Temporarily disable them and try again.

### Can low storage affect video playback?

Yes. Low storage can affect video downloads, temporary files, and offline playback. Make sure sufficient free storage is available.

### Will clearing the app cache delete my downloaded videos?

Clearing the cache generally removes temporary cached files, but app behavior can vary. If downloaded videos are important, avoid clearing app data or uninstalling the app unless instructed by support.

### Should I reinstall the app if the video is not playing?

Reinstalling can help if the app installation or local app data is corrupted. Before reinstalling, make sure you know your login credentials and understand that downloaded/offline content may need to be downloaded again.

### What information should I provide to Support?

If the issue continues, provide:

- Screenshot or recording of the error
- Exact error message
- Name of the affected video
- Android device model
- Android version
- App version
- Whether the issue affects all videos or only one video
- Whether other DRM videos are affected
- Whether the video works on another device
- Whether the issue occurs on Wi-Fi and mobile data
- Whether the video is streamed or downloaded

This information helps the support team determine whether the issue is related to the Android app, device, network, downloaded content, or DRM configuration.

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