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Netflix says 'There is a problem playing the video. (1.1)'

If you see an error on your Android phone or tablet that says

There is a problem playing the video. Please try again. (1.1)

It typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps below to resolve the issue.

  1. Using a computer, phone, or tablet, connect to the same network or Wi-Fi as the device with the problem.

  2. Open a web browser and go to netflix.com/clearcookies.

  3. From the top right, click Sign In.

  4. Sign in to your Netflix account.

    • If you get the error NSEZ-403, it means we can't connect your account to Netflix right now. Try again later.

    • If you don't get an error, continue to the next steps.

If you clear your Netflix app data, any TV shows or movies you've downloaded on your device will be removed. You'll also be signed out of your account. Be sure to have your password on hand.

  1. Find the Netflix app on your Android device.

  2. Tap and hold the app icon, then tap App info.

  3. Tap Storage & cache > Clear storage > OK.

  4. Try Netflix again.

Note: The exact steps may be different for your device. Check your device manual or contact the company that made it for the most up-to-date instructions.

If you uninstall Netflix, any TV shows or movies you've downloaded on your device will be removed. You'll also be signed out of your account. Be sure to have your password on hand.

  1. From your Android phone or tablet, open the Netflix page in the Play Store.

  2. Tap Uninstall, then Install.

  3. Try Netflix again.

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