Tips for solving problems with Play

Here are a few suggestions to consider if you have a problem playing your photos, videos and music using Play.

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Does the application you're using support Play?

Not all media applications work with Play. Try streaming with the Photos, Video or Music apps built into Windows 8.1 and Windows RT 8.1. This will help you find out whether it's the application you're using, your device or network setup that's causing a problem.

Is your Play device turned on and connected?

It might sound too simple, but make sure that your device is turned on and ready to use.

If your Play device isn't listed with your other devices on the Devices page in PC settings, it might not be connected to the network.

To check for connected Devices

  1. Swipe in from the right edge of the screen, tap Settings, then tap Change PC settings.
    (If you're using a mouse, point to the bottom-right corner of the screen, move the mouse pointer up, click Settings, then click Change PC settings.)

  2. Tap or click PC and devices, then tap or click Devices.

To fix problems with connecting your device to a network, see the information that came with your device.

Can your PC share files and devices on a network?

To connect to and choose a Play device on your PC, make sure that Find devices and content in PC settings is turned on for the home network you're connected to. For more information, see Finding PCs, devices and content on your network.

Are you using a compatible Play device?

On trusted home networks, Windows automatically detects suitable Play devices, such as TVs and network-connected speakers. If your device isn't listed on the Devices page, it might not be compatible with Windows.

To check if your connected device is compatible

  1. Swipe in from the right edge of the screen, tap Settings, then tap Change PC settings.
    (If you're using a mouse, point to the bottom-right corner of the screen, move the mouse pointer up, click Settings, then click Change PC settings.)

  2. Tap or click PC and devices, then tap or click Devices.

    Windows lists the devices it recognises as being compatible with Play from the video, photo and music apps.

For more information about compatible devices, see the Windows Compatibility Center and the Windows Certified Products List.

Are you trying to play content which is protected by copyrights?

Films and TV programmes that you rent or stream from providers such as Netflix, Amazon or Hulu won't work with Play because of Digital Rights Management (DRM) copyright protection. You can stream content such as videos you make, your pictures and most music. For example, you can probably play songs that you bought from an online store but not songs that you've rented through a subscription service. You can also play music, video and pictures from HTML5 websites in Internet Explorer 11.

Check for answers in the Microsoft community

If the suggestions here don't solve the problem you're experiencing, have a look at the Hardware and Drivers and Music, Photos and Video community pages in the Windows forum for solutions that other people have found for problems they've experienced.