Video and Media Playback Is Slow, Lagging or Stops in the Middle


  • Poor performance on video playback



  1. Confirm this persists on WiFi and cell
    • If just one or the other, the specific cell or WiFi network may be at issue and not the phone
    • Open a help ticket to troubleshoot any network-specific issues you encounter
  2. Factory reset the phone, setting up the phone "as new" without restoring apps from a backup

Additional Notes

There may be other causes or fixes besides a factory reset; if unsure, please open a help ticket. There also may not be a "fix" per se as this symptom can indicate general poor phone performance due to hardware issues/failures, which would require repair/replacement to fully resolve.

Article Created From

  • 2056113

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