GCI GO Troubleshooting


My video is choppy. What’s wrong?

Choppy” or stuttering video playback is often caused by a slow internet connection. The video buffering cannot keep pace with the speed of the video playback, and as a result, the video playback stops so the buffering can catch up. Please note that a minimum bandwidth of 3 Mbps is strongly or 700 Kbps from a WiFi or 3G or higher connection for mobile devices.

PC or Mac
If you’re using a PC or Mac and the playback is still choppy, get a new video stream by closing your browser and trying again. Still no video? Then it could be a conflict with the current antivirus and firewall software installed on your machine. Check the setting of these programs to ensure they are not blocking incoming video streams. And if that doesn’t solve the problem, double-check that your computer meets the minimum system requirements. Click here for system requirements.

My iPad HBO GO app won’t load video

This happens rarely, but if the video no longer loads on your iPad HBO GO app, try restarting your iPad. Click here for instructions explaining how to restart an iPad.

Also check your wireless connection and confirm that other videos, i.e. YouTube videos, load and play.

After performing the above tasks, if HBO GO still does not load the video, delete the HBO GO app from your iPad, then go back to App store and re-download HBO GO. After it is downloaded and installed, try again.

I’m getting a message stating I need Flash or Silverlight. What do I do?

  • To install Adobe Flash, go here.
  • Go here to download the latest version of Silverlight.


The video is playing but there is no sound.

Here are a few steps you can take that may solve the problem. First, make sure the audio on your computer, tablet, or smart phone is working by playing something else using another website or application. If that’s working, adjust the volume on the video player, making sure that it’s not set to “mute.” Finally, if you’re using external speakers, check the wiring and other connections.

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