Quick answer
Follow TikTok’s official first steps in this order: update TikTok and your phone’s software, close and reopen the app, restart your phone, switch between Wi-Fi and mobile data, then clear TikTok’s cache from Profile > ☰ > Settings and privacy > Free up space > Cache > Clear. If videos still won’t load, report it in the app via Settings and privacy > Report a problem.
Does this match what you see?
- Videos on the For You feed keep spinning, buffer endlessly or show a black screen.
- You see "No internet connection" or "No network connection" even though other apps work.
- The app opens but the feed is empty, or comments and profiles won’t load.
- TikTok freezes, closes by itself or won’t open past the logo.
- Videos play in the app but not on tiktok.com in a browser (or the other way round).
iPhone & iPadAndroidComputer (browser)
TikTok’s menu names can change between app versions, and phone settings differ by model and maker. TikTok availability and features can also vary by country — check TikTok’s official channels if the app isn’t offered where you are.
Is it TikTok or is it you?
Before changing settings, spend 30 seconds working out where the problem is:
| Test | If it fails | If it works |
|---|---|---|
| Open a different video app or website | Your connection is the problem | Your connection is fine — keep going |
| Try TikTok on a different network | Possibly a TikTok-side issue or your phone | The first network is the problem |
| Ask a friend if TikTok works for them | Probably a wider TikTok problem — wait and try later | The issue is on your device or account |
Why this happens: the possible causes
Use what you see to narrow it down before trying everything.
| What you see | Possible cause | Do this first |
|---|---|---|
| "No internet connection" while other apps work | Weak or filtered connection, VPN, data restriction, or an app glitch | Fix 4 and Fix 5 |
| Videos spin or show a black screen | Slow connection, full cache or old app version | Fix 1 then Fix 6 |
| App freezes or closes | Stuck app process, low storage or pending updates | Fix 2 and Fix 3 |
| Works in app, not in browser | Browser extensions, cookies or an outdated browser | Fix 7 |
| Many people report problems at once | A temporary issue on TikTok’s side | Wait and check |
- Your connection is weak, slow or interruptedCheck this first
TikTok streams video constantly, so it’s often the first app to struggle on a weak Wi-Fi signal or patchy mobile data. That’s why TikTok’s first steps include switching between Wi-Fi and mobile data.
- An out-of-date app or phoneCheck this first
TikTok’s support site tells you to make sure your device is running the latest version of the TikTok app and your phone’s operating system.
- A full or damaged cacheCheck this first
TikTok stores video data on your phone. TikTok provides its own Free up space option for clearing that cache.
- Data saving or background restrictionsPossible
Android Data Saver and iPhone Low Data Mode can limit how much an app downloads. Android’s Data Saver restricts background data for most apps.
- A VPN, proxy or network filterPossible
Work, school and public Wi-Fi networks sometimes block or slow video apps. A VPN can also interfere with how TikTok connects.
- A temporary problem on TikTok’s sideLess likely
Occasionally TikTok has problems affecting many people at once. If so, waiting is the only fix.
Try these 60-second checks first
- Open another video app or a website. If nothing loads, the problem is your connection, not TikTok.
- Turn Airplane Mode on for 10 seconds, then off again.
- Turn off any VPN and try TikTok again.
- Check whether tiktok.com loads videos in a browser.
How to fix it, step by step
Work through these in order. They start with the quickest, safest checks and only move to steps that sign you out or remove data later.
Fix 1: Update TikTok and your phone’s software
This is TikTok’s own first recommendation. New versions fix playback bugs and old versions can stop working properly.
iPhone & iPad
- Open the App Store, tap your account icon, and scroll to App Updates.
- Tap Update next to TikTok if it’s listed.
- Then check Settings > General > Software Update for an iOS update.
Android
- Open Google Play, tap your profile icon > Manage apps & device > Updates available.
- Tap Update next to TikTok.
- Check Settings > System > System update (or Software update) for an Android update.
Did it work? Videos start playing within a second or two of scrolling to them.
Fix 2: Close TikTok completely and reopen it
TikTok’s support site lists closing and reopening the app as a first step. It clears a stuck session without changing anything.
iPhone & iPad
- Swipe up from the bottom of the screen and pause in the middle.
- Swipe the TikTok preview up and off the screen.
- Open TikTok again.
Android
- Open Settings > Apps > See all apps > TikTok (names vary).
- Tap Force stop > OK.
- Reopen TikTok.
Did it work? The feed reloads and videos play.
Fix 3: Restart your phone
Also on TikTok’s first-steps list. A restart clears memory, resets the network connection and finishes pending updates.
iPhone & iPad
- Press and hold either volume button and the side button until the power-off slider appears (iPhone X and later). Drag the slider.
- Wait about 30 seconds, then hold the side button until the Apple logo appears.
Android
- Press and hold the power button, then tap Restart.
- On some phones you press Power + Volume up instead. If the phone is frozen, Google suggests holding the power button for about 60 seconds.
Did it work? TikTok loads normally after the restart.
Fix 4: Switch between Wi-Fi and mobile data
TikTok recommends checking your connection and switching networks. If TikTok works on one but not the other, you’ve found the cause.
- Turn Wi-Fi off and try TikTok on mobile data.
- Then turn Wi-Fi back on, connect to a different network if you can, and try again.
- If TikTok only fails on one Wi-Fi network (for example at work or school), that network may be limiting video apps.
- Restart your router if TikTok fails on your home Wi-Fi only.
Did it work? Videos load on at least one network. If only one network fails, the issue is that network, not your phone.
Fix 5: Check data-saving and VPN settings
Data-saving features and VPNs can quietly stop TikTok from downloading video. On Android, Data Saver limits background data for most apps unless you give them unrestricted access.
iPhone & iPad
- Open Settings > Mobile Data (or Cellular) and check TikTok is allowed to use mobile data.
- If Low Data Mode is on for your Wi-Fi or mobile plan, try turning it off temporarily.
- Turn off any VPN in Settings > VPN and try again.
Android
- Open Settings > Network & internet > Data Saver (Pixel; names vary).
- Either turn Data Saver off, or tap Unrestricted data and turn on TikTok.
- Turn off any VPN app and try again.
Don’t use a VPN to make TikTok think you’re in another country. It can cause connection errors and may break TikTok’s rules.
Did it work? TikTok stops showing "No internet connection" and videos play.
Fix 6: Clear TikTok’s cache from inside the app
TikTok has its own cache-clearing option, so you don’t need to dig through phone settings. Clearing Cache is meant to remove temporary files only; your account and posted videos are stored on TikTok’s servers. Drafts are stored on your phone, so check what’s listed under Free up space and post or save any important drafts first.
- Go to your Profile.
- Tap the menu icon (☰) > Settings and privacy.
- Tap Free up space.
- Next to Cache, tap Clear.
Look at what else is listed under Free up space before clearing anything other than Cache — downloaded items may also be listed there.
Did it work? The feed reloads and videos start playing again.
Fix 7: Using TikTok in a browser? Update it and test without extensions
On a computer, ad blockers, privacy extensions and damaged cookies are common reasons videos won’t play.
Computer (browser)
- Update your browser (Chrome, Edge, Firefox or Safari) to the latest version.
- Open tiktok.com in a private or incognito window. If it works there, an extension or cookie is the cause.
- Turn off extensions one by one (ad blockers first) to find the culprit.
- Clear cookies and cached files for tiktok.com, then sign in again.
Did it work? Videos play in your normal browser window.
Fix 8: Delete and reinstall TikTok
If nothing else works, a fresh install replaces damaged app files. You’ll be signed out, so make sure you can log back in.
iPhone & iPad
- Make sure you know how you log in (phone, email or username, and password).
- Touch and hold TikTok > Remove App > Delete App.
- Reinstall from the App Store and sign in.
Android
- Make sure you know your login details.
- Touch and hold TikTok > Uninstall.
- Reinstall from Google Play and sign in.
Drafts are stored on your phone, not on TikTok’s servers. Deleting the app can remove unsaved drafts, so post them or save them to your phone first.
Did it work? The reinstalled app loads videos normally.
Fix 9: Report the problem to TikTok
TikTok’s first-steps page says to report the problem if it continues. Reports help TikTok find bugs affecting particular phones or versions.
- Go to your Profile and tap ☰ > Settings and privacy.
- Tap Report a problem.
- Choose the topic that matches and follow the steps.
- Never include your password or login codes in a report.
Did it work? You see confirmation that your report was submitted.
Error messages and what they mean
These are the messages as people report seeing them. The exact wording on your screen can differ by app version, language and region, so match the meaning, not every word.
No internet connection- What it usually means
- TikTok couldn’t reach its servers. Your connection may be weak, filtered, restricted by a data-saving setting or interrupted by a VPN — or TikTok may be having a temporary problem.
No network connection- What it usually means
- Usually the same as "No internet connection": TikTok can’t connect.
- What to do
- Follow the same steps, then clear the cache (Fix 6).
Black screen or endless loading circle- What it usually means
- The video couldn’t download fast enough or the cache is damaged.
- What to do
- Update the app (Fix 1) and clear the cache.
What not to do
- Don’t download TikTok from a website or "mod" app store. Only use the App Store, Google Play or tiktok.com. Modified versions can steal your login.
- Don’t use a VPN to get around country restrictions. It can break TikTok’s connection and its rules.
- Don’t share your login code with anyone who says they can "fix" your account. Real fixes happen on your phone or through TikTok’s own support. See recovery scams.
How to know it worked
- Scrolling the For You feed, each video starts within a second or two.
- Comments and profiles open without errors.
- TikTok works on both Wi-Fi and mobile data (or you know which network is the problem).
Still not working? Your next steps
- Try tiktok.com in a browser while you wait for an app update.
- Report the problem in the app (Fix 9).
- If you can’t log in, use TikTok’s official Forgot password? option on the login screen — see TikTok’s password help below.
- If many people are affected at once, the problem is probably on TikTok’s side: wait a while and try again.
Official help routes
These links go to TikTok’s official support site. SocialAppFix can’t see or change your TikTok account.
Other TikTok problems
This guide covers the app not working and videos not loading. For other problems, start with TikTok’s own help:
- Can’t log in or forgot your password: use Forgot password? on the login screen — see TikTok’s password help (external site, opens in a new tab).
- Uploads failing, no sound, or an error you don’t recognise: try the steps above first (update, restart, connection, cache), then report the problem to TikTok (external site, opens in a new tab) from inside the app.
- Account banned, restricted or hacked: only TikTok can review this. Use the in-app Report a problem route and never pay anyone who offers to restore an account — see recovery scams.
Frequently asked questions
Why are my TikTok videos not loading but my internet works?
How do I clear the cache on TikTok?
In the app go to Profile > ☰ > Settings and privacy > Free up space, then tap Clear next to Cache. This is TikTok’s own method and works on iPhone and Android.
Will clearing the TikTok cache delete my videos or drafts?
Clearing Cache is meant to remove temporary files only, and your posted videos are on TikTok’s servers. Drafts, however, are stored on your phone, so check exactly what is listed under Free up space and save important drafts before clearing anything else. Deleting the app can remove drafts.
Is TikTok down right now?
There’s no way for us to see live status. If friends on different networks have the same problem at the same time, it’s likely on TikTok’s side and will usually clear up on its own.
Why does TikTok say "No internet connection" on Wi-Fi?
The Wi-Fi network may be filtering video apps (common at work and school), or a VPN or Low Data Mode may be interfering. Try mobile data to confirm.
Did this solve your problem?
Your answer stays in your browser — nothing is sent or stored. The “tell us” link opens your own email app.
Out of date or didn’t work? Email us — never include passwords or codes.
Sources and how we checked this guide
We base steps on the platforms’ own help pages and the phone makers’ official guides. Menu names change often and can differ by device, app version and region. Where a platform page could not be independently read, we link it so you can check the current wording yourself.
- First steps (troubleshooting) (external site, opens in a new tab)
- Report a problem (external site, opens in a new tab)
- Resetting your password (external site, opens in a new tab)
- How to manually update apps from the App Store (external site, opens in a new tab)
- Close an app on your iPhone or iPod touch (external site, opens in a new tab)
- Restart your iPhone (external site, opens in a new tab)
- If an app on your iPhone or iPad stops responding, closes unexpectedly, or won’t open (external site, opens in a new tab)
- Fix an installed Android app that isn’t working (external site, opens in a new tab)
- How to update apps on Android (external site, opens in a new tab)
- Use less mobile data with Data Saver (external site, opens in a new tab)
- Turn on background data (external site, opens in a new tab)
Last reviewed 20 October 2026 by the SocialAppFix editorial team against the sources above. Next scheduled review: 18 April 2027. How we write and review guides.
What changed
- 20 October 2026: First published.
- 20 October 2026: Editorial audit corrections applied.
SocialAppFix is an independent guide and is not affiliated with or endorsed by TikTok. We never ask for passwords, login codes or payment to fix an account.