Support for Playback Issues with Streaming Services
Clearplay is not a streaming service, so our technical support team is not equipped to troubleshoot playback issues such as:
Audio/video problems (e.g., black video, audio/video out-of-sync) during movie playback on a computer, with or without a TV connection
Playback issues while your computer is not connected to your TV
Playback issues after you have connected your computer to a TV via HDMI or wireless mirroring (Mirroring/Casting/Airplay)
Connectivity issues for casting, mirroring, or AirPlay
The troubleshooting suggestions provided in this FAQ article are the full extent of our assistance. Please note that contacting Clearplay agents through phone, social media, or email will simply direct you back to this FAQ article for solutions.
For playback issues not related to Cldearplay filters, we recommend reaching out directly to the streaming service for the movie or TV show you're watching:
Amazon: 800-275-2273
Apple TV+: 800-275-2273
Disney+: 888-905-7888
Max: 855-442-6629
Netflix: 844-505-2993
By contacting the appropriate support team, you'll be able to get the help you need for playback issues.
Suggestions for Watching a Movie Filtered with Clearplay on Your TV
Recommended Connection: HDMI Cable
Connecting your laptop to your TV with an HDMI cable offers the highest quality connection and is usually the simplest method.
Using Casting, Mirroring, or AirPlay (not recommended)
We do not recommend using casting, mirroring, or AirPlay from your computer to your TV, as these connections can lead to video and/or audio delays, causing some content to be filtered incorrectly. For optimal filtering performance, we strongly suggest connecting your computer to your TV with an HDMI cable.
Mirroring Your Computer Screen
If you'd like to try connecting wirelessly to your TV, here are support links for various services (note that this method isn’t recommended):
Apple AirPlay (for computers and Apple TV): Link
Amazon Fire Stick: Link
Google Chromecast Screen Mirroring: Link (Note: Filters work only if you cast your entire computer screen)
ROKU Screen Mirroring: Link
Additional Support for Mirroring Your Screen
For issues like a black screen, audio or video problems, or audio/video sync issues while casting or mirroring, we recommend contacting support for the device you are using to connect your computer to your TV:
Apple customer support: Link
Amazon Fire Stick and Fire TV customer support: Link and Link
ROKU customer support: Link
Phone Support Guide:
For help getting phone support from these companies, refer to this handy guide.
Troubleshooting Filters That Work Without Computer Connection to TV but Fail with AirPlay or Casting
Are you satisfied with the movie playback on your computer?
No: Please contact the streaming service for your movie to resolve any playback issues.
Amazon: 800-275-2273
Apple TV+: 800-275-2273
Disney+: 888-905-7888
Max: 855-442-6629
Netflix: 844-505-2993
Yes: Please continue reading.
Are you satisfied with how the filters are working for your movie while your computer is not connected to your TV?
No: Please email care@clearplay.com. Be sure to include the following details:
The name of the movie or TV show
For TV Shows:
Please include the season number.
Please include the episode number and title for each episode.
Which streaming service were you using:
Apple TV+
Disney+**
Max**
Netflix**
Amazon
Prime Video (rent/purchase)
Amazon Prime (subscription required)**
The Max channel for Amazon Prime**
The Starz channel for Amazon Prime
The MGM+ channel for Amazon Prime
The Paramount+ channel for Amazon Prime**
**I subscribe to an ad-based account on my streaming service.
Yes: Please continue reading.
After connecting your computer to your TV, are you satisfied with the movie playback on your TV?
No
The audio is not in sync with the picture.
The video is having problems.
Please refer to the above links for Additional Support for Mirroring Your Screen to ensure that you have correctly set up casting, mirroring, or AirPlay.
Yes: Please continue reading.
Are you satisfied with how the filters work while using casting, mirroring, or AirPlay?
No: If Clearplay filters work when your computer isn’t connected to your TV, the filters are functioning correctly and require no troubleshooting. However, there are no troubleshooting steps for filters that don’t work while using casting, mirroring, or AirPlay. These methods weren’t designed with filtering in mind, so filters will either work or they won’t when using them.
Yes: Enjoy the show!