■Refer to the relevant article for the following situations
- If you are unable to register for a new account, click here
- If you are unable to log in, click here
- If you see a ‘key’ symbol in your content, click here
- For questions about audio, click here
- For information about simultaneous viewing devices, click here
- If you cannot apply a gift code, click here
- If the message ‘Please update your payment method’ appears, click here
- For information about the content and schedule of delivery, click here
The selected content may not start with a blank screen or may remain on the loading screen. Depending on your device and internet connection, you will usually be able to watch the video after a short wait.
This article describes what to do if these situations do not improve after waiting, or if you cannot watch the video while other operations are still available.
If DAZN freezes within the DAZN app or browser, try closing the DAZN app or browser and restarting it.
＜Before troubleshooting, please check the following.＞
■ If the live performance is delivered late
As DAZN distributes matches via the internet, there may be a time lag of 10 to 15 seconds depending on your internet environment. Please understand this in advance.
■ Check the automatic date, time and time settings of your device.
If the time settings have been changed, this may interfere with video playback.
■ Ensure that VPNs and proxies are disabled.
VPNs and proxies cannot be used when using DAZN.
If you are unable to watch videos immediately after installing security software, your security software may be involved.
Please check whether DAZN can be watched without security software.
For information on whether or not security software can be reinstalled and the procedure, please contact the provider.
■ Please check that you are not using a foreign IP address instead of an IP address in Japan.
You can find out more at one of the following links.
https://whatismyipaddress.com/
https://jp.piliapp.com/what-is-my/ip/
If it is determined that you are not at your current location, please refer to the following articles
＜Trouble-shooting＞
*Please take the following items with your consent.
Please note that we cannot be held responsible for any problems that may occur when checking the settings.
*For detailed procedures for each terminal, the procedure differs for each terminal. Please check the website of the manufacturer or contact their support.
Check the following troubleshooting steps from the top, and if there is no improvement, proceed to the next step.
■ Please check if other content on DAZN is available. There may be problems with certain content itself.
If you are also unable to watch other DAZN content, please check if other video streaming services are available.
If you are also unable to use other video streaming services, there may be a problem with your device.
In this case, please contact the provider of the device.
If there are no problems with other video distribution services, please proceed to the following section.
■ Check the recommended environment.
System requirements and recommended devices
■ Check your internet download speed (only for mobile devices such as iPhones, Android smartphones and tablets).
To check your internet speed, go to fast.com.
For test results, please refer to the ‘Internet communication environment’ section in the ‘Recommended environment’ article above.
If you are satisfied with your communication environment, proceed to the following section.
*Please note that the internet speed is only accurate for the device whose speed is being checked. For example, if you check your internet download speed on a mobile device, the internet download speed relates to the mobile device only. It may be different on a TV.
■ If you are viewing with a browser (Chrome, Firefox, Safari etc.), please try the following
- If you have multiple tabs open or multiple applications running at the same time, try reducing each one and see if there is any improvement.
- Restart your internet browser.
- Try a different internet browser (including incognito windows). (including incognito windows).
- If you are using a browser, we recommend that you update to the latest version.
For instructions, see the following article.
How to update your web browser?
■ Please use the dedicated App to check if you can watch the video.
If you are using a mobile device (iPhone, iPad, Android smartphone, tablet) or streaming device (FireStickTV, AppleTV, Chromecast, etc.), or if you are using a smart TV, Android TV, etc. If you are accessing DAZN from an internet browser, please download the DAZN app from the App Store, Google Play Store, Amazon AppStore, etc.
■ Please check the error code display.
Error codes may appear in one of the following indications and the error code is indicated in the display.
*Error codes are displayed as numbers only.
Find out how to respond from this article.
Error Code Troubleshooting Guide
*If the relevant error code is not found in the article, please proceed to the following section.
■ Troubleshooting for Android smartphones and tablets only.
Check the following items.
▼ Blue light cut settings and applications
Please set the blue light cut-off at the same time as the DAZN application (when watching) or, if you are using the application, turn the setting off and try watching the video.
▼ Reading light
Reading light setting may be available on some devices with Android 7.1 or later.
If you are using the DAZN app (when watching) at the same time, please switch off the setting and try watching.
▼ Colour correction
Colour correction can be set on some devices with Android 5.0 or later.
If you are using the DAZN app (when watching) at the same time, please switch off the setting and try watching.
▼ Power-saving setting
Depending on the device, power-saving settings may be available on the device itself.
If you are using the DAZN application (when watching) at the same time, please switch off the setting and try watching.
▼ If screen capture-based applications are installed.
If screen capture applications (screen recorder, capture recorder, etc.) are installed and running, this may affect video playback.
For this reason, if you have any of the above apps on your device, please select ‘Settings > Apps > (App info >) Capture apps > Force stop’ and restart your device to see if you can watch DAZN.
▼ Turn on the data save function.
Please try turning on the data saving function in the DAZN app settings and see if you can watch the video.
▼ Turn off private DNS
Try turning it off by selecting the Android ‘Settings’ app > Network > Private DNS.
▼ Deleting cache and clearing storage and re-logging in.
Click on the Android ‘Settings’ app > click on ‘Apps and notifications’ > select ‘DAZN’, click on ‘Storage and cache’ in ‘DAZN’ > click on the ‘Delete cache’ button and the ‘Clear storage’ button.
*Depending on the Android version and model, the description may differ.
In such cases, please contact the manufacturer or carrier with ‘How to delete app cache’.
▼ Other video playback applications (e.g. YouTube, Netflix) open in the background
Please stop the system and try again to see if you can watch the video.
■ Restart the DAZN app.
■ Update the DAZN app to the latest version.
For more information on the procedure, see the following article.
How to update the DAZN app to the latest version?
If you are already on the latest version, proceed to the following section.
■ Try signing out and signing in via the DAZN app.
Please make sure you are aware of your login details (registered email address and password) before signing out and try signing in again.
■ (If you are using WI-FI) Please check your viewing as close to the router as possible. Also check that there is nothing wrong with the router itself.
In addition, please also check the following items.
- Ensure that the router is not near other wireless devices.
*This may cause interference with the device you wish to use.
- Ensure that the router is installed in an elevated position and that there are no obstructions around the router.
*Hiding behind or behind furniture can cause problems.
- Position the router in the centre of your home to ensure an even Wi-Fi signal.
■ Please try accessing DAZN using another network.
The following methods are available, but these are examples. Some connection methods cannot be tried depending on the device.
- WI-FI to 4G / 5G and vice versa.
- Use a LAN cable for a wireless network connection, or vice versa.
- Trying a different Wi-Fi network.
■ Reboot the device.
The operating procedure differs for each terminal.
■ Delete the DAZN application and reinstall it.
The operating procedure differs for each terminal.
■ Delete cache and cookies.
The operating procedure differs for each terminal. Please search for ‘Clear cache (name of device used)’ on the internet, or consult the provider of the device.
In addition to information registered on DAZN, information set up on other services will also be deleted.
Please take action with your consent.
■ Update the device's operating system version to the latest version.
The operating procedure differs for each terminal.
■ Reboot the router.
The operating procedure differs for each terminal.
If the above steps do not resolve the problem, please contact customer support.