You start a streaming app, navigate to one of your favorite TV shows, and look for that classic episode that always makes you smile, or cry, or feel nostalgic. Except...the episode isn’t there! How can this be? Aren’t you paying for this service? This is an outrage!

I work in streaming TV. I’ve seen firsthand how it works. Before firing off that angry tweet or contacting customer support, let me give you a peek behind the scenes to show you how and why an episode could be missing.

Rights - It wasn’t that long ago that networks didn’t have their streaming services. So they sold some series (or select seasons) to Netflix or Hulu. But when the networks did eventually launch their own services, some of the original deals are still in place. So until the contract expires, some streamers will be missing parts of their libraries. This is what happened with The Office remaining on Netflix for months after the launch of NBC’s Peacock.

It’s also why The West Wing is on HBO Max, not Peacock. We all remember watching it on NBC, but Warner Bros. actually produced the show. And Warner owns HBO, so it goes on their service. And some networks sell the rights to series permanently, or only had them for a limited time to begin with. Just because Discovery Channel aired a BBC documentary doesn’t mean they can stream it too.

Rights, part 2 - A network might own the rights to an episode, but not all the footage or music within it. Some seasons of The Wonder Years never made it to DVD because they featured ‘60s songs that required licensing fees. Even when the music is not an issue, the footage is. Streamers have to either add the digital rights, or renew the rights, and during those negotiations, the episodes can’t be available. Many services believe in a deep library and a long tail and all that, but sometimes one episode just isn’t worth the extra money.

People Problems - Reality shows feature real people, both famous (hosts) and not (contestants). Sometimes these people get in trouble -- arrests or serious allegations -- and the streamer would rather not profit from their episodes. Depending on the charges and the eventual outcome, the episodes may never be available again.

Offensive Content - Occasionally a profanity slips through the Standards and Practices department. It has to be bleeped, but while that process is happening, the original episode is pulled from the streaming service. The people in unscripted shows often wear their own clothes, so that means streamers also had to deal with offensive T-shirt messages or tattoos. Those have to be blurred, which is a lengthier process than an audio bleep. Again, while it’s being fixed, the episode with the offensive content is unavailable.

Intentional Scarcity - Remember how Disney made some movies available on VHS or DVD for a limited time? Some streamers do that, too. So that may be why your episode is missing. However, this strategy seems to be losing favor, as every streamer wants to put up as much content as possible, to convince people to sign up.

It’s Still There - Hey, maybe you’re in luck. Maybe the network split a season in two, or corrected its airdate, or put a special episode in a different section (like “Extras”), or changed the title for some reason. Before giving up, try your streamer’s Search function to see if the episode is hiding somewhere.

Human Error - Even in the high-tech world of streaming TV, a person(s) has to push a button(s) to make an episode available to the public. Sometimes there’s a technical glitch, and sometimes the human gets it wrong. It’s possible they accidentally put the episode in the wrong season, or didn’t make it “visible” or searchable, or it got moved by mistake in a larger project, and you’re the first person to notice. Those workers do their best to get things right -- they're TV viewers too. So please be understanding if you need to contact them.

Jason Ginsburg managed the science, nature, and history content for Discovery+.

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Why can't I find that episode: A guide to the mysteries of streaming TV