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 are 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 mirroring, casting, or AirPlay, 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 browser’s 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, which will open the profile menu.
Mac: Press ⌘ (Command) + Shift + M, which 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.
Amazon: 888-280-4331
Apple TV: 800-275-2273
Disney+: 888-905-7888
HBO Max: 855-442-6629
Netflix: 844-505-2993
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 is designed for Google Chrome. Because Microsoft Edge, Opera, Tusk, and Brave are also built on Chromium, it is possible to install the Clearplay extension on these browsers.
Our filter team and software developers test the Clearplay extension only with Google Chrome. As a result, our email and phone agents do not provide technical support for filter problems that occur only when using Microsoft Edge, Opera, Tusk, Brave, or another Chromium-based browser.
Please note: Filter problems must also occur in Google Chrome for us to investigate them.
If you resolve the black video problem and choose to use another Chromium-based browser, any filter problems you encounter must also be reproducible in Google Chrome before contacting us.
If the problem occurs only in the other browser, the movie's filter is working as designed in Google Chrome. We are unable to troubleshoot problems specific to unsupported browsers.
If the same filter problem occurs in Google Chrome, contact us at care@clearplay.com with the details of the problem.
Download Tusk Browser: link
Download Brave Browser: link
Download Microsoft Edge: 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: 888-280-4331
Apple TV: 800-275-2273
Disney+: 888-905-7888
HBO Max: 855-442-6629
Netflix: 844-505-2993