Buffering, freezing and stuttering is the most common issue I get asked about, and most of the time it can be fixed. Work through the steps below in order — most people are sorted within the first few.

First — is it you, or me?

• Check the server status page: server status
• Check announcements in the portal: open a support ticket

If other members are affected at the same time, it's likely my end and I'm already onto it — there's nothing you need to do. If the status page is green and it's only you, keep going.

Step 1 — Try the same show on a different device

Play the same show or movie on another device — your phone, or a laptop via https://app.emby.tv.

• Same problem on other devices? It's likely your internet connection or the route it takes to my servers — go to Step 5.
• Plays fine elsewhere? The fault is that specific device or its Wi-Fi signal — go to Steps 3 and 6.

This one test tells us more than almost anything else.

Step 2 — Restart your modem/router and nbn box

A surprising number of buffering issues are fixed by simply restarting your home network gear. Worth doing early — it's quick, and it rules out a whole class of problems.

1. Turn off and unplug your modem/router and your nbn connection box (the box with the nbn logo on it).
2. Wait about 30 seconds.
3. Plug the nbn box back in first, wait for its lights to settle, then power the router back on.
4. Wait a couple of minutes for everything to reconnect, then try again.

If your issue clears up, that's genuinely useful to know — mention it, because it points at the network rather than your device.

If you're on nbn, their own guide covers the rest of your home setup — where to put your router, what can interfere with Wi-Fi, wired vs wireless, and older devices limiting your speed: https://www.nbnco.com.au/learn/optimisation

Step 3 — Clear the cache and restart the device properly

TVs and streaming devices run low on memory and storage, and that causes buffering and freezing.

1. Clear the app cache — see Smart TV Issues for per-brand instructions (LG, Samsung, Google TV) and a link to Google your TV's brand/model.
2. Turn the device off at the power point for 30 seconds. Not standby — off at the wall. This restarts the apps and clears memory.
3. On Apple TV, delete the app and reinstall it.

Step 4 — Are you using the correct app? (Google TV / Chromecast and Fire TV)

This step applies if you watch on a Google TV / Chromecast device or a Fire TV device. It does not apply to Samsung, LG, Apple TV or Roku.

These platforms have their own app stores, and each carries both a current and an older app with very similar names — so check you have the right one:

The older apps are outdated, are missing features, and will cause playback problems. Delete the old one and install the correct app — setup guide: Setup Emby on GoogleTV / FireTV

Other smart TV users: make sure the app is updated to the latest version from your TV's app store. This is rarely the cause of buffering, but it's worth a quick check while you're in there.

Step 5 — Is it your internet? (mobile data test)

Watch the same show or movie using mobile data on your phone (turn Wi-Fi off), or on someone else's Wi-Fi. If it plays fine there but not on your home connection, the problem is your home network or the route your data takes to Mediadrive servers — not the server itself.

All Mediadrive servers are located overseas, and what matters is how data gets there — not the headline speed on your plan or how well other streaming services perform. If a speed test looks great but streaming still stutters, or Netflix works fine and this doesn't, that's expected — here's why: Speed

If it used to work and now doesn't, and nothing in your home has changed, that points at the route too, not your equipment — same page explains why, and why it can come good again on its own.

Still buffering on mobile data as well? Then it isn't your home network — carry on to Step 6.

Step 6 — Is it the TV's Wi-Fi? (compare your devices)

Built-in smart TV Wi-Fi is often poor — the TV can be much slower than your phone even in the same room.

How to compare: open https://speedtest.net in a web browser on your TV (install one from the TV's app store if needed), then run the same test on your phone while standing next to the TV.

This comparison is only useful for comparing your devices against each other. A generic speedtest does not measure the speed your data achieves getting to Mediadrive servers — it doesn't account for international transit. A good result here does not mean that route is good.

Turn off any VPN or iCloud Private Relay while testing. These route your traffic a completely different way, so the comparison won't reflect what your devices are actually doing day-to-day.

How much speed do you need?

Most TV show episodes play fine above 15 Mbit. Some higher-quality movies need 30+ Mbit.

If the TV's Wi-Fi is the problem, in order of effectiveness:

1. Connect the device with an Ethernet cable — by far the most reliable.
2. Move or re-aim your modem/router — sometimes repositioning is enough. Where you put it matters: keep it uncluttered and clear of things that interfere with Wi-Fi (Bluetooth speakers, baby monitors, microwaves, fridges, mirrors, fish tanks). nbn's guide covers this: https://www.nbnco.com.au/learn/optimisation
3. Add an external streaming device (Google TV Streamer, Apple TV 4K, Fire TV Stick) and use that instead of the TV's built-in app. The screen is fine — it's the Wi-Fi radio that lets it down. Recommendations: Streaming Devices

Step 7 — Check your video quality settings

In the app, click the person icon (top right) → App Settings → Playback → Video.

Change every quality option from Auto to the highest available.

This is a per-device setting — it must be done on each device, and it helps playback start faster.

Full details: Emby App Settings

Still not working? Here's what to send me

The more detail you give me, the faster I can sort it out:

1. The exact show / season / episode, or movie, you're having trouble with
2. Screenshots or photos of the problem, including any error message
3. Whether it happens on one device or all of them (Step 1)
4. Whether it also happens on mobile data (Step 5)

Ways to reach me:

• Discord — ask in the relevant channel, or open a ticket in #tickets (usually fastest)
• Support ticket in the portal — open a support ticket
• Email — support@mediadrive.tv

Also worth checking: Emby FAQ and Support