BlackBerry: “An error has occurred attempting to play media” Message On YouTube Video Fix

Some BlackBerry users may have problems when trying to play videos on YouTube. They may be greeted with an error:

An error has occurred attempting to play media

BB YouTube Error

To fix this problem, make sure the BB OS on your device is the latest possible version, check this browser setting, then perform the following steps.

1. Open the Browser.

2. Visit

3. Scroll to the bottom of the page and click the Help link.

BB YouTube Help

4. Click the How can i optimise YouTube Mobile for my device link.

Optimize Link 1

5. Click the optimise page link.

Optimize Link 2

6. Click Start optimisation.

Start Optimization link

7. Answer the questions as follows:

  1. Yes
  2. Yes
  3. No
  4. Click here.
  5. Skip.
  6. Yes.
  7. No.

YouTube video should play just fine on your BlackBerry now.


  1. kash says

    Youtube has updated their home page and home in no longer at the bottom so how do I find optimize on the new updated youtube

  2. anjay says

    i have a blackberry curve 8520 i have not been able to play youtube videos in my blackberry some videos i can play but their video quality is so low and and white things appears so plz help

  3. hadassah says

    i’m not trying to play anything on youtube, just on my media and it says “An error has occurred attempting to play media”. the only thing i can do is view pictures, my videos or songs dont play. what can i do please

  4. Sofija R says

    My problem is sometimes Youtube plays and sometimes it doesn’t. I’ll get the error message, and then the next day I can watch videos. Also if I try to watch a video that is Youtube on Facebook through my BB Curve, sometimes I can watch it and other times I’ll get a message saying it’s unsupported and I can save it. WTH?

  5. Marjory says

    If you are having the same problem with ringtones; the solution I found was to rename them and save. I got a new sim card and my ringtones were saved on my media card. But when I tried to use them, I got the same error you see above. This solution worked for me.

  6. Gail says

    I have a Blackberry 9670 and that is not what I am getting at all when I follow your instructions. Youtube has obviously reorganized their help link into “help articles” none of which have anything about optimization so where do I go from here?

  7. Nermal says

    Thank you Ramon! It worked for me also. in case another ro come around, the apn is .
    it s not the end for me! :))

  8. guhe says

    Unfortunately Ramon’s proposed solution is not working for me. Mine is not a new BB, I’ve had it for a year and a half, it’s a Bold 9700. I’ve never had this problem before, it happened suddenly. I can’ t remember changing any settings though I can’t rule it out. It’s really annoying though I hope I’ll be able to sort it out soon. Maybe Ramon or somebody else can let me know if I need to check any other settings in addition to the APN ones.

  9. Ramon Alfonso says

    If you have just bought your blackberry and you are seeing the error message when trying to play a video in youtube then it is ABSOLUTELY NORMAL! to all new blackberry users, it only means you have to configure someting in your bb device settings.

    this is the ULTIMATE solution to the annoying msg:

    1) call your carrier and ask for their APN name OR google the APN settings of your carrier (varies from country to country… in my case, i live in the Philippines, my carrier is Globe Telecom and their APN is ‘’)

    2) when you already know the APN of your carrier, go to your BB ‘Menu’ > ‘Options’ > ‘Device’ > ‘Advance System Settings’ > “TCP IP’

    3) you will see: ‘APN Settings Enabled’ CHECK the box after it then TYPE the APN of your carrier. then SAVE!

    if it still doesn’t work… then it’s the END of the WORLD repent!

  10. Jay says

    Bold 9700 still doesnt work.
    Infact gives me a error msg “A communication failure has occured. The server may be busy, please try again later. If the problem presists contact your serivce provider.”

  11. torch123 says

    I still have the same problem with my torch. I can’t even do the optimization. The optimization menu doesn’t show up, I can’t find it. I went to the help menu on and nothing with optimization shows up

  12. Barry says

    I recently got the same on my Torch. Not only for youtube, but for ALL web-based media. E.g. any news channels that stream live video, etc.

    The problem only happens over 3G and NOT through WIFI. I tired the youtube optimization option but get an error message as page not found.

    This is getting really frustrating, because NOBODY seems to have an answer!

  13. Vic says

    I have no idea why this happens, but I found a workaround that I hope will help you all. It requires a couple of extra steps but you’ll be able to watch YouTube videos:

    1.- Go into using your blackberry browser
    2.- Browse for whatever video you want to watch
    3.- Push the BlackBerry menu button (the one with the dots) and scroll down untill you find the option that says “Page Address” and click it.
    4.- A pop up box will show you the page address. Now scroll down until you find the option “Copy Address” and click it.
    5.- Push the BlackBerry menu button again and scroll until you find the option “Go to…” and click it.
    6.- On the address bar erase the “http://”. Push the Blackberry menu button and click “Paste” and hit the “Enter” button on the keybord of your Blackberry.
    7.- now click the video you want to watch. You should be able to play it now.

  14. Joe says

    i have storm 9520 but this did not work !!!! please i need help. i try alot of things ,even download files from links i found it on the enternet but also not work with me .

  15. nazifa says

    This did not work for me. I tried it a couple of times but I still could not watch videos. Help!

  16. Dexter says

    This worked great. Thanks for posting what to respond on each question. I previosly tried to optimize twice answering the questions yes yes no click here no no no. No result change. Works good now. I was ready to give up on it.

  17. Kay says

    Unfortunately, this did not work for me. I did find a fix that worked for me though. I downloaded the youtube player for free from Blackberry App World and now I can play Youtube videos again!!

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