When I Connect My Computer to My TV, the Audio Works but the Screen is Black
Since Clearplay is not a streaming service, our technical support team is not trained to troubleshoot playback issues. However, we can assist with troubleshooting Clearplay filters on your computer when it is not connected to a TV.
For issues such as:
Playback issues when connecting your computer to a TV.
Audio or video problems (unrelated to filtering) during movie playback on your computer regardless of whether the computer is connected to the TV.
Troubleshooting for casting, mirroring, or AirPlay.
We recommend seeking support directly from the streaming service for the movie or TV show you're watching. Our support agents are only trained to assist with Clearplay filters, and the troubleshooting suggestions on this page are the extent of our assistance. Please note that contacting tech support via phone or email for additional help beyond what is provided here is not supported.
Troubleshooting Tips for Empty/Black Video Playback While Using Casting, Mirroring, or AirPlay
The problem you are facing is not due to Clearplay filters, but instead playback difficulties with your streaming service and the device you are using to wirelessly mirror, cast, or AirPlay to your television. As Clearplay is not a streaming platform, our technical support staff is not trained to resolve playback issues.
The following tips are friendly suggestions to help guide you, but please note that they are not a substitute for official support. Unfortunately, we cannot provide additional troubleshooting assistance beyond these steps. If you decide to try any of the suggestions below, please do so with caution.
If you experience black video playback when you use AirPlay, mirroring, or casting please try the following:
Using an HDMI Cable (recommended)
If possible, try tethering your computer to your television with an HDMI cable.
If you can't use an HDMI cable or if the problem persists when using an HDMI cable, try clearing your cache.
Clear your browser's cache
In your Chrome browser's address bar, type or paste: chrome://settings/clearBrowserData
Change the Time range to 'All Time.'
Checkmark Browsing History
Checkmark Cookies and other site data
Checkmark Cached images and files
Click Clear data.
After your cache has been cleared reboot your computer.
If the problem persists try disabling Google Chrome's Hardware Acceleration.
Disable 'hardware acceleration' for Google Chrome
If you do not know how to disable Hardware Acceleration for Google Chrome please watch the following tutorial we found on YouTube:
Mac: link
PC: link
If the problem persists try creating a new Google Chrome profile.
Create a test profile for Google Chrome
Step #1
Windows: Press Ctrl + Shift + M this will open the profile menu.
Mac: Press ⌘ (Command) + Shift + M this will open the profile menu.
Step #2
Click + Add, Add Profile..., or Add Person... (If you have questions or need further assistance with creating your new test profile please visit the official Google Chrome Help page for detailed instructions and guidance, here: link)
Step #3
Sign in to your Amazon account here: link
Step #4
Sign in to your Clearplay account here: link
If the issue does not persist while using the Google Chrome test profile, your bookmarks and extensions might be causing the problem, as they are not present in the Chrome profile you are currently testing. To verify this, please reach out to the streaming service you are having problems with and let the agent know that you need assistance with the movies you're currently streaming.
When speaking with the support agent, explain that you are encountering black video playback while watching movies and mention that you are not experiencing black video playback when using a test Chrome profile.
If the problem persists in the test profile, try another browser.
Try a different Chromium-based browser
Advisory: Read before trying another browser
Our filtering extension, designed for Google Chrome, can be installed on Arc, Microsoft Edge, Brave Browser, and Tusk due to their shared foundation on Chromium (the underlying framework for Google Chrome).
Please be advised our filter team and software developers only test our extension using Google Chrome. Any problems that occur while using the Clearplay extension on Arc, Microsoft Edge, Brave Browser, or Tusk are not supported by our email and phone agents.
Before contacting our tech support, it's essential to ensure that you can replicate the same problem while using Google Chrome. If the issues you encounter on other Chromium browsers can be reproduced on Google Chrome, kindly reach out to us at care@clearplay.com to report the problems.
Download Arc: link
Download MS Edge: link
Download Brave Browser: link
Download Tusk Browser: link
Sign in to your Amazon account here: link
Sign in to your Clearplay account here: link
If the problem persists please contact the streaming service you are using.
Amazon: 800-275-2273
Apple TV+: 800-275-2273
Disney+: 888-905-7888
Max: 855-442-6629
Netflix: 844-505-2993