Filter Timing Is Inaccurate

Seeing The "Problem Detected!" Status Message?

⚠️ IMPORTANT ⚠️

The troubleshooting steps in this article will NOT resolve the "Problem Detected!" status message.

Please email care@clearplay.com and include:

• The name of the movie

• The streaming service you are using

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Filter Is Loading, But The Timing Is Wrong?

Continue below if your filter is loading, and the timing is simply late or early.

Troubleshooting Steps

Browser

Google Chrome is our recommended browser.

If you are experiencing filter timing issues and are not using Google Chrome, first check whether the timing is working correctly in Google Chrome.  If it is, we recommend using Google Chrome when watching movies with Clearplay.

The Clearplay extension may work in other Chromium-based browsers. Troubleshooting support is limited to Google Chrome. This includes issues such as:

• "No Filtering Options Yet"

• "Problem Detected!"

• Mutes and skips triggering late or early

For more information, please read the FAQ article Recommended Browser.

Refresh Your Browser

If the filtering timings for a movie or TV show seem off, start by refreshing your browser to see if this resolves the issue.

Perform A Hard Refresh

If refreshing the browser doesn’t correct the filter timings, try a hard refresh.  This forces the website to reload the movie page directly from the server, which can address lingering issues.

Windows:

1. Hold down Ctrl and click the browser’s Reload button.

2. Or, hold down Ctrl and press F5.

macOS:

1. Hold down ⌘ Cmd and ⇧ Shift keys and then press R.

2. Or, hold ⇧ Shift and click the Reload button.

Still Having Problems?  Report Timing Issues To Clearplay Support

To report filter timing issues, please email care@clearplay.com.  

Please include the following information in your email:

• The name of the movie or TV show.

  • For TV episodes, please include the season, episode name, and episode number.

• Were you connected to a TV or playing directly on your computer?

  • If you connected your computer to your TV, how was the connection made?

    • Roku

    • Apple TV (AirPlay)

    • Chromecast (casting)

    • Amazon Fire TV Stick

    • HDMI cable

• Which computer are you using?

  • PC

  • Mac

  • Chromebook

• Which browser are you using?

  • Arc

  • Tusk

  • Brave

  • Opera

  • MS Edge

  • ChatGPT Atlas

  • Google Chrome

• Approximately when the problem occurs during the movie.

  • What is the hour, minute, and second (hh:mm:ss) of when each instance of content was not filtered properly, e.g.:

    • G*d at 00:24:35

    • B*tch at 01:54:02

    • Partial nudity at 00:05:15

• Which streaming service were you using?

  • Apple TV+

  • Disney+**

  • HBO Max**

  • Netflix**

  • Amazon

    • Prime Video (rent/purchase)

    • Amazon Prime (subscription required)**

    • The HBO Max channel for Amazon Prime**

    • The Apple TV+ channel for Amazon Prime

    • The Paramount+ channel for Amazon Prime**

**I subscribe to an ad-based account on my streaming service.