How to fix video playback issues?
Most playback problems are solved by updating your browser or app, switching to Chrome or Safari, clearing the cache, and restarting your device and home network. For paid movies, make sure you are signed in with the account used at purchase and that a rental has not expired.
If videos will not play on the website, update your browser, try a different one (Chrome, Safari, Edge, or Gan Jing Browser), clear the browser cache, and restart your device and network. In the mobile app, uninstalling and reinstalling the latest version fixes most issues. Some symptoms are expected behavior: video resolution drops automatically on slow connections, and DRM-protected paid movies show a black screen when shared over Zoom or similar tools.
Videos will not play on the website#
- Update your browser to the latest version, and update your operating system if an update is available.
- Try a different browser such as Chrome, Safari, Edge, or Gan Jing Browser. The Brave browser may not be fully compatible with the platform.
- Close all browser windows and reduce the number of apps running on your device, then restart the browser.
- Clear the browser cache (delete browsing data) and try again.
- Restart your computer and your home network (router/modem).
Gan Jing Browser is available for Mac at https://browser.ganjingworld.com/office/download/ganjingbrowser_mac.dmg and for Windows at https://browser.ganjingworld.com/office/download/ganjingbrowser_win.exe
Videos will not play in the mobile app#
- Uninstall the Gan Jing World app and reinstall the latest version, then check whether videos play normally.
- Switch between Wi-Fi and cellular data to rule out a network problem.
- Turn airplane mode on and then off — this refreshes all network settings on the phone.
- On iPhone, reset the network settings: Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings.
- Free up storage space. On iPhone: Settings → General → iPhone Storage, then clear the cache of apps you no longer need — a nearly full device can prevent video playback.
- On Android, keep the GJW APK updated to the latest version. You can download it from https://static.ganjingworld.com/android-apk.html
Video quality is low or blurry#
Video resolution is displayed according to your network conditions:
- Slow connection: the system automatically lowers the resolution to keep playback smooth.
- Fast connection: the video plays at its original resolution.
If quality seems consistently low, restart your home network or try a faster connection.
Only sound or a black screen when screen-sharing a paid movie#
When you share your screen through Zoom or another online platform to play a paid movie, you may get audio with no picture, or a black screen.
This is caused by DRM (digital rights management) protection, which prevents unauthorized recording and sharing of paid content.
It is expected behavior and cannot be turned off.
A rented movie no longer plays#
When you rent a movie, you must start watching it within 45 days of the rental and finish it within 7 days after the first playback. After either window ends, the rental expires and the movie can no longer be played. Within the 7-day viewing period you can pause and resume the movie at any time.
You cannot find or play a purchased movie#
- Sign in with the same account (email or phone number) you used at the time of purchase.
- Click your avatar in the upper-right corner, then select Purchases & Subscriptions.
- Open the Purchases tab and click the movie displayed on the page to watch it.
- If the movie is not listed, try signing in with any other email address or phone number you may have used for the purchase.
Still need help? Contact Customer Service through the help/feedback entry. Including whether the issue happens in the app or on the website, your device, browser, operating system, and screenshots — plus your purchase receipt email for paid content — helps resolve the issue faster.