Updated: March 11, 2023
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by Andrew Cheberiak
Tech Expert & Writer
732 resolved issues
Verified Expert in:
Smartphones, Tablets, Apps, Home network

I am trying to watch my first movie on pureflix...it keeps stopping with an error message: STREAM ERROR

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
The error you are getting on Pure Flix is connected to Internet issues.


Please, restart your router and try to play the movie one more time:

  1. Step 1: Unplug the modem and router from the power outlet.
  2. Step 2: Wait at least 15 seconds.
  3. Step 3: Plug the modem back into the power outlet first, wait 1-2 minutes, then it's time to power on
    the router.
  4. Step 4: Wait for all panel lights on your cable modem to become green on before testing your internet connection.
Customer Replay

I need you to wait while i am doing what you suggested?

Of course, please take your time
I am here with you

Customer Replay

I hit resume and it will not do anything

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Do you have any other error codes?

Customer Replay

Its trying to do something...keeps spinning
It brought me back to resume and keeps spinning

Got you. On what device are you trying to play it?

Customer Replay

My tv
It frize again
Same error
Can you retrieve the messages in chat, from before you came on?

Please, follow the steps below:

  1. Open the Settings screen on your TV:
  2. Select Apps
  3. Select the desired app that you want to remove the cache.
  4. Select Clear cache then OK.

No, there was an error, the first message I received from you was: I am trying to watch my first movie on pureflix...it keeps stopping with an error message:

Customer Replay

I do not know what cache i am suppose to clear

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Please, clear the cache for the Pure Flix app

Customer Replay

Its running an ISP blocking test....

Could you please provide me with a picture of what can you see on your TV screen right now?
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.

Customer Replay

Now it says unable to test. Isp blocking service error code 202

Got you, thank you for the update!
Please, follow the steps below:

  1. Unplug the modem, and let it power off
  2. Unplug wifi router, and let it power off
  3. Unplug the TV, and let it power off
  4. Plug in the modem, and let it power up
  5. Plug in wifi router, and let it power up
  6. Plug in the TV, let it power up
Customer Replay

There is no paperclip to the right of this chat box ever since i sent a pic before

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Got you, you would need to reload the page. It happens sometimes, once you will reload the page, the paperclip icon will appear

Customer Replay

It looks like a "settings" icon now instead of a paperclip

No worries, since you told me the number of the error code, I got the situation
Please, follow the instructions from above

Customer Replay

I have to go upstairs to follow your directions...hang tight ok
Now in chat it says my brand new subsription is expiring and renew it right now?

Okay, I see

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
Size: 3539888
The movie is back on.
And i am waiting for it to freeze again

So it's working now?

Customer Replay

It says that a pymt went through again and i did not authorize another pymt

Do you think you were double-charged?

Customer Replay


Can you any unauthorized charges on your bank account?

Customer Replay

I will check after we are done..
How does cache get cleared on the tv apps?
All i was able to do is delete a few apps we do not use

That's great

Customer Replay

It froze again for about 15 seconds or so...and started again
I really hope i am not going to have to experience all the way through the movie

what do you mean by started again? Has it been renewed back on?

Customer Replay

After it froze again...the movie picked up where it froze up...all by itself

Please follow the instructions:

  1. Turn off the TV.
  2. Unplug the TV power cord from the electrical outlet.
  3. Let the television remain without power for 60 seconds.
  4. Plug the power cord back into the electrical outlet.
    If your TV was plugged into a power strip or surge protector, plug it directly into the wall outlet in case the power strip or surge protector was causing a problem.
  5. Turn on the TV.

Please let me know when it's done

Customer Replay

It is still on

What do you mean?

Customer Replay

The movie is still playing....so far, so good...hopefully

Then everything works fine?

Customer Replay

I still do not know how to clear cache from the apps

On your TV, right?

Customer Replay


Please try this instruction

  1. Go to the home screen on your Sony TV.
  2. Navigate to the "Settings" menu.
  3. Select "Apps" or "Application Manager"
  4. Select the app for which you want to clear the cache.
  5. Select the "Clear data" or "Clear cache" option and Confirm the action to clear the cache.
Customer Replay

I will try it ...if i have an issue, i will reach out again. You have been wonderful...thank you vey much for your assistance. Have a good evening

Please keep me updated
Please feel free to contact us at any time. We'll be happy to help you. Have a nice one!

Customer Replay


I am so pleased to see your issue got resolved!

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