Support for Playback Issues with Streaming Services
Clearplay is not a streaming service, and our technical support team cannot troubleshoot playback issues, including:
Audio or video problems during movie playback on a computer, with or without a TV connection (e.g., black screen, audio or video out of sync)
Playback issues when your computer is not connected to a TV (e.g., pixelation, captions or subtitles not displaying or displaying incorrectly)
Playback issues after connecting your computer to a TV via HDMI or wireless mirroring (Mirroring / Casting / AirPlay)
Connectivity problems with casting, mirroring, AirPlay, or Miracast
The troubleshooting suggestions in this FAQ are the full extent of our assistance. Contacting Clearplay agents by phone, social media, or email will direct you back to this article.
If your issue is not related to Clearplay filters, please reach out directly to the streaming service:
Amazon: 800-275-2273
Apple TV: 800-275-2273
Disney+: 888-905-7888
HBO Max: 855-442-6629
Netflix: 844-505-2993
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 video quality
• The lowest delay
• The most consistent filtering performance
Using Casting, Mirroring, or AirPlay (not recommended)
Wireless methods (casting, mirroring, AirPlay, Miracast) often introduce delays in video or audio, and we do not recommend them because these delays cause filtering to trigger late, early, or inconsistently.
For optimal playback and filtering performance, we strongly suggest connecting your computer to your TV with an HDMI cable.
Mirroring Your Computer Screen
If you still prefer a wireless option, here are reference links:
Apple AirPlay: Link
Amazon Fire TV Stick: Link
ROKU Screen Mirroring: Link
Google Chromecast Screen Mirroring: Link
(Note: Filters work only if you cast your entire computer screen)
ATTENTION: Wireless mirroring or casting may cause poor playback and will break Clearplay filtering. For the best experience, use an HDMI cable to connect your computer to your TV.
Additional Support for Mirroring Your Screen
For issues such as black screens, audio or video problems, or sync delays, contact the device manufacturer:
Phone Support Guide:
A helpful guide for reaching live phone support is available here.
Troubleshooting Filters That Work on Your Computer But Fail with AirPlay or Casting
1. 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
HBO Max: 855-442-6629
Netflix: 844-505-2993
Yes
Please continue reading.
2. Are you satisfied with how the filters are working for your movie while your computer is not connected to your TV?
No
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+**
HBO Max**
Netflix**
Amazon
Prime Video (rent/purchase)
Amazon Prime (subscription required)**
The Apple TV Channel for Amazon Prime
The HBO Max Channel for Amazon Prime**
The Paramount+ Channel for Amazon Prime**
Yes
Please continue reading.
3. After connecting your computer to your TV, are you satisfied with the movie playback on your TV?
No
Issues include:
Audio not in sync
Video stuttering or distortion
Use the links in the “Additional Support” section to ensure your mirroring or casting setup is correct.
Yes
Please continue reading.
Are you satisfied with how the filters work while using casting, mirroring, or AirPlay?
No
If filters work on your computer but not while casting or mirroring, the filters are functioning correctly.There are no troubleshooting steps for filters that fail only during casting, mirroring, or AirPlay.
These methods were not designed with filtering in mind, and results vary.
Yes
Enjoy the show!