| Proxy or access tool detected |
The platform has identified the current exit, or the app still has an old network result cached |
Disconnect the current route, fully quit the app, then switch to another route in the same region |
Clear site data and sign in again |
| Content is unavailable in the current region |
The exit region, account region, or content rights region does not match |
Confirm the target title’s content region and check the route region |
Check the account registration region and the platform’s rights scope |
| Unable to connect to the playback service |
The playback domain did not establish a connection properly, or the local network has a conflict |
Reconnect the route and disable other network proxy settings |
Cross-test with another browser or the native app |
| Video keeps buffering |
Insufficient sustained throughput, route jitter, or a heavy decoding load on the device |
Switch to a nearby route and pause background transfers |
Lower the quality and check hardware decoding on the device |
| Membership or payment region mismatch |
The platform is restricting access based on account details, not just the network region |
Check the account region, store region, and membership status |
Resolve account details according to the platform’s account rules |
| Device does not support the current quality |
The app, content protection, display path, or decoding capability does not meet the requirements |
Update the app and check the device’s playback capabilities |
Use an access method on a device explicitly supported by the platform |