Netflix freezes, stops responding, or gets stuck loading, but device isn't frozen

If Netflix freezes or gets stuck loading, but the rest of your device is working, it usually means there's information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below.

If your device isn't working at all, see these troubleshooting steps.

Blu-ray players

Blu-ray player

When does Netflix freeze or become unresponsive?

When you open the app

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Computers

Mac

When does Netflix freeze or become unresponsive?

When you try to play a TV show or movie

Restart your computer
  1. Shut your computer down completely and restart it.

  2. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Windows

When does Netflix freeze or become unresponsive?

When you open the app

Sign in to Netflix

  1. Select Sign In from the top right corner of the screen.

  2. After signing in, try Netflix again.

When you try to play a TV show or movie

Restart your computer

  1. Shut your computer down completely and restart it.

  2. Try Netflix again.

Clear the Netflix cookie from your web browser

  1. Go to netflix.com/clearcookies. This will sign you out of your account.

  2. Select Sign In and enter your Netflix email and password.

  3. Try Netflix again.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Game consoles

PlayStation 3

When does Netflix freeze or become unresponsive?

When you open the app

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check the date and time settings

If the date and time on your device are significantly different from the current date and time, you will have a problem playing your TV show or movie.

For Japanese PlayStations, use X instead of O to cancel the selection whenever O is referenced in the troubleshooting steps below.
  1. From the main menu, navigate to Settings.

    • If you're not already at the main menu, hold the PS button in the middle of the controller, select Quit, then select Yes to return to the home screen.

  2. Select Date and Time Settings.

  3. Select Date and Time.

  4. Select Set via Internet.

  5. Press the O button to return to the Date and Time screen.

  6. Select Set Automatically.

  7. Select On.

  8. Try Netflix again.

Restart your PlayStation

  1. Unplug your PlayStation 3 from power for at least 1 minute.

  2. While your PlayStation 3 is unplugged, press the power button on the console to discharge it.

  3. Plug your PlayStation 3 back in.

  4. Turn your PlayStation 3 on with the power button.

  5. Try Netflix again.

Refresh your Netflix sign-in information

For Japanese PlayStations, use O instead of X to confirm selections.
  1. Begin from the PS3 home screen.

    • If you're not already on the home screen, hold the PS3 button in the middle of the controller, select Quit, then select Yes.

  2. Navigate to the TV/Video Services section and highlight Netflix.

  3. Press X.

  4. Immediately after pressing X, press and hold both Start and Select until you see a message asking, Do you want to reset your Netflix settings and re-register?

  5. Select Yes.

  6. Enter your email address and password and try Netflix again.

Restart your home network

  1. Turn off or unplug your video game console.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your game console back on and try Netflix again.

When you try to play a TV show or movie

Restart your PlayStation
  1. Unplug your PlayStation 3 from power for at least 1 minute.

  2. While your PlayStation 3 is unplugged, press the power button on the console to discharge it.

  3. Plug your PlayStation 3 back in.

  4. Turn your PlayStation 3 on with the power button.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

PlayStation 4

When does Netflix freeze or become unresponsive?

When you open the app

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check the date and time settings

If the date and time on your device are significantly different from the current date and time, your video won't play correctly. To set the time:

  1. From the main menu, navigate to Settings.

    • If you're not on the main menu, hold the PS button in the middle of the controller. Select Quit, then select Yes to return to the home screen.

  2. Select Date and Time.

  3. Select Date and Time Settings.

  4. Select Set Using Internet.

  5. Select Set Automatically, if the box isn't already checked.

  6. Select Set Now.

  7. Try Netflix again.

Restart your PlayStation

  1. Unplug your PlayStation 4 from power for at least 1 minute.

  2. Plug your PlayStation 4 back in.

  3. Turn your PlayStation 4 on with the power button.

  4. Try Netflix again.

Uninstall and reinstall the Netflix app

  1. Begin from the PS4 home screen.

    • If you're not already on the home screen, hold the PS button in the middle of the controller, select Close Application, then select OK.

  2. Navigate to the TV & Video section and highlight Netflix.

  3. Press the Options button on the controller.

  4. Select Delete.

  5. Select OK.

    Note:
    Deleting the Netflix app will not remove the Netflix icon from your PS4 home screen.
  6. Select the Netflix icon. The PlayStation store will launch.

  7. Select the Download icon.

  8. Once Netflix has finished downloading, select Start.

  9. Sign in to your Netflix account and attempt to stream again.

    • You may be prompted to sign in to your PlayStation Network (PSN) account first.

Restart your home network

  1. Turn off or unplug your video game console.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your game console back on and try Netflix again.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

When you try to play a TV show or movie

Restart your PlayStation

  1. Unplug your PlayStation 4 from power for at least 1 minute.

  2. Plug your PlayStation 4 back in.

  3. Turn your PlayStation 4 on with the power button.

  4. Try Netflix again.

Restart your home network

  1. Turn off or unplug your video game console.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your game console back on and try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

PlayStation 5

When does Netflix freeze or become unresponsive?

When you open the app

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

What to do next

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Xbox 360

When does Netflix freeze or become unresponsive?

When you open the app

Uninstall and reinstall the Netflix app

Uninstall Netflix

  1. From the Xbox 360 Dashboard, navigate to Apps and select My Apps.

  2. Highlight the Netflix app.

  3. Press the X button for app details.

  4. Select Delete.

  5. Press Yes to confirm.

Reinstall Netflix

  1. From the Xbox 360 Dashboard, navigate to Apps.

  2. Select Netflix to begin downloading the app.

  3. Once the download is complete, sign back in and try Netflix again.

Test your internet connection

  1. From the Xbox 360 main menu, select Settings.

  2. Select System Settings.

  3. Select Network Settings.

  4. Select Wired Network or Wireless Network depending on your connection method.

  5. Select Test Xbox LIVE Connection.

  6. Select Continue.

Confirm your Xbox's DNS settings

  1. Press the Guide button on your controller.

  2. Go to Settings and select System Settings.

  3. Select Network Settings.

  4. Choose your network and select Configure Network.

  5. Select DNS Settings and choose Automatic.

  6. Turn your Xbox off and back on.

  7. Try Netflix again.

If you need help adjusting this setting, visit Microsoft’s Xbox 360 support site for help.

Clear the system cache

  1. Press the Guide button on your controller.

  2. Select Settings.

  3. Select System Settings.

  4. Select Storage.

  5. Highlight Memory Unit, Hard Drive, or USB Storage, then press Y on your controller.

  6. Select Clear System Cache.

    • If you do not see Clear System Cache, check a different storage device.

  7. When prompted to confirm storage device maintenance, select Yes.

  8. Once you've successfully cleared the system cache, try Netflix again.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Test your internet connection

  1. From the Xbox 360 main menu, select Settings.

  2. Select System Settings.

  3. Select Network Settings.

  4. Select Wired Network or Wireless Network depending on your connection method.

  5. Select Test Xbox LIVE Connection.

  6. Select Continue.

Confirm your Xbox's DNS settings

  1. Press the Guide button on your controller.

  2. Go to Settings and select System Settings.

  3. Select Network Settings.

  4. Choose your network and select Configure Network.

  5. Select DNS Settings and choose Automatic.

  6. Turn your Xbox off and back on.

  7. Try Netflix again.

If you need help adjusting this setting, visit Microsoft’s Xbox 360 support site for help.

Clear the system cache

  1. Press the Guide button on your controller.

  2. Select Settings.

  3. Select System Settings.

  4. Select Storage.

  5. Highlight Memory Unit, Hard Drive, or USB Storage, then press Y on your controller.

  6. Select Clear System Cache.

    • If you do not see Clear System Cache, check a different storage device.

  7. When prompted to confirm storage device maintenance, select Yes.

  8. Once you've successfully cleared the system cache, try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Xbox One

When does Netflix freeze or become unresponsive?

When you open the app

Uninstall the Netflix app:

  1. Begin from the Xbox Dashboard.

  2. Select My Games & Apps.

    Note:
    You may need to scroll down to see this option.
  3. Select Apps from the options on the left.

  4. Highlight the Netflix app and press the Menu button on the controller.

  5. Select Manage App.

  6. Select Uninstall All.

  7. Select Uninstall All again to confirm.

Reinstall the Netflix app:

  1. Begin from the Home screen on your Xbox One.

  2. Scroll right to access the Store.

  3. In the Apps section, select Netflix.

    Note:
    If you do not see Netflix, select Search all apps to search for Netflix.
  4. Select Install.

  5. Once the app has finished downloading, select Launch to sign in and try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other game consoles

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Mobile phones and tablets

Android

When does Netflix freeze or become unresponsive?

When you launch the app

Turn your device off, then back on

  1. Turn off your Android phone or tablet by holding down the power button.

  2. Confirm that you want to turn off your Android.

  3. To turn your Android back on, press the power button again.

  4. Try Netflix again.

Try a different internet connection

If possible, connect your phone or tablet to a different network. For example:

  • Try to connect to a different Wi-Fi network in range of your device.

  • Try to connect at someone else's house.

If you're able to watch Netflix using a different internet connection, check with whoever set up your home network to make sure it's configured properly.

When you try to sign in

Turn your device off, then back on

  1. Turn off your Android phone or tablet by holding down the power button.

  2. Confirm that you want to turn off your Android.

  3. To turn your Android back on, press the power button again.

  4. Try Netflix again.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

Try a different internet connection

If possible, connect your phone or tablet to a different network. For example:

  • Try to connect to a different Wi-Fi network in range of your device.

  • Try to connect at someone else's house.

If you're able to watch Netflix using a different internet connection, check with whoever set up your home network to make sure it's configured properly.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

iPhone, iPad, or iPod touch

When does Netflix freeze or become unresponsive?

When you open the app

Restart your iPhone, iPad, or iPod touch

  1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

  2. After 10 seconds, press the Sleep/Wake button.

  3. Once your device powers on, try Netflix again.

Reset the Netflix app

Refresh any outdated Netflix information stored on your iPhone, iPad, or iPod touch by resetting the app.

Note:
Resetting the app will delete any titles you have downloaded to the device.
  1. From the Home screen, select Settings.

  2. Swipe down until you find the Netflix app.

  3. Select Netflix.

  4. Slide the Reset switch to the On position.

    • If you dont see the Reset switch, continue troubleshooting below.

  5. Press the Home button to return to the Home screen.

  6. Press the Home button twice and swipe right until you find the Netflix app.

  7. Swipe up on the Netflix app to close your session.

  8. Press the Home button twice to return to the Home screen.

  9. Try Netflix again.

Reinstall the Netflix app

Note:
Deleting the Netflix app will also delete any TV shows or movies you have downloaded. You may need your Apple ID and password to reinstall the app.
  1. From your device's home screen, tap and hold the Netflix app until it shakes.

  2. In the top left corner of the Netflix icon, tap the X, then tap Delete. Once deleted, press the Done or Home button to stop the shaking.

  3. Open the App Store and search for "Netflix."

  4. Select the free Netflix app from Netflix, Inc.

  5. To install the app, tap the cloud icon.

  6. Once installed, try Netflix again.

Change or turn off restrictions on your iOS device

iOS 11.0 or earlier

  1. Go to Settings.

  2. Select General.

  3. Select Restrictions.

    Note:
    You will be prompted for the passcode that was created when restrictions were turned on.
    • To change restrictions:

      1. Under Allowed Content, select Websites.

        • Specific Websites Only or Limit Adult Content should be selected.

      2. Scroll to the bottom of the list and select Add A Website.

      3. Enter https://secure.netflix.com along with any title (i.e, "Netflix App").

      4. Select Done on the keyboard.

    • To turn off restrictions:

      1. Select Disable Restrictions.

      2. Enter your passcode again.

  4. Try Netflix again.

iOS 12.0 or later

Note:
If Screen Time settings were set up for a child's device, you'll be prompted to enter your Screen Time passcode before changing these settings.
  1. Go to Settings.

  2. Select Screen Time.

  3. Select Content & Privacy Restrictions.

  4. Select iTunes & App Store Purchases.

  5. Select Installing Apps.

  6. Select Allow.

  7. Try Netflix again.

If you have any problems during this process or want to know more about restrictions on your iOS device, visit Apple's support article about Understanding Restrictions.

Restart your home network

For this step, leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your mobile device.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your device back on and try Netflix again.

Try a different network

If possible, connect your iPhone, iPad, or iPod touch to a different network.

To choose a different wireless network:

  1. Press the Home button on your device.

  2. Select Settings.

  3. Select Wi-Fi.

  4. Select a different network and connect to it.

    • If you can't use a different internet connection, contact your internet service provider for help.

  5. Once you are connected, try Netflix again.

If using a different network didn't solve the problem, continue to the next set of troubleshooting steps.

If using a different network solved the problem, but the new connection isn't your preferred network, contact your internet service provider for help.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

When you try to play a TV show or movie

Restart your iPhone, iPad, or iPod touch
  1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

  2. After 10 seconds, press the Sleep/Wake button.

  3. Once your device powers on, try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other mobile phones and tablets

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Set-top boxes and streaming media players

Amazon Fire TV/Stick

When does Netflix freeze or become unresponsive?

When you open the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. Plug your device back in.

  3. Turn the device back on with the Fire TV remote.

  4. Try Netflix again.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

While browsing the app

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. Plug your device back in.

  3. Turn the device back on with the Fire TV remote.

  4. Try Netflix again.

When you try to play a TV show or movie

Restart your device
  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, select System or Device.

  4. Select Restart.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Apple TV 4 or Apple TV 4K

When does Netflix freeze or become unresponsive?

When you open the app

Restart your Apple TV

  1. Unplug your Apple TV and the TV it's connected to from power for at least 2 minutes.

  2. Plug both devices back in.

  3. Turn both devices back on.

  4. Try Netflix again.

Reinstall the Netflix app

Delete Netflix

  1. From the Apple TV home screen, highlight the Netflix app.

  2. Press and hold the center of your remote's touch surface or clickpad until the Netflix icon starts to shake.

  3. Press the Play/Pause button to delete the app.

  4. Select Delete again to confirm.

Reinstall Netflix

  1. From the Apple TV home screen, open the App Store.

  2. Search for Netflix to find the app, then select Install.

  3. Try Netflix again.

When you try to select a profile

Force close the Netflix app
  1. Double tap the Home button on your remote.

  2. Swipe right or left so Netflix is in focus.

  3. Swipe up to force quit the Netflix app.

  4. Try Netflix again.

When you try to play a TV show or movie

Restart your Apple TV

  1. Press and hold the Menu button on the Apple TV remote until you are taken to the home screen.

  2. Go to Settings.

  3. Select System.

  4. Select Restart.

  5. Wait for the Apple TV to finish restarting, then try Netflix again.

Reinstall the Netflix app

Delete Netflix

  1. From the Apple TV home screen, highlight the Netflix app.

  2. Press and hold the center of your remote's touch surface or clickpad until the Netflix icon starts to shake.

  3. Press the Play/Pause button to delete the app.

  4. Select Delete again to confirm.

Reinstall Netflix

  1. From the Apple TV home screen, open the App Store.

  2. Search for Netflix to find the app, then select Install.

  3. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Chromecast

When does Netflix freeze or become unresponsive?

When you try to play a TV show or movie

Reset the settings on your Chromecast
  1. Hold the button on the Chromecast for 25 seconds, or until the indicator light begins flashing.

    Note:
    Resetting your Chromecast will erase any settings previously saved on the device. Follow Google's steps to reconfigure your Chromecast.
  2. Once you have reset the device, reconnect it to your Netflix account.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Roku

When does Netflix freeze or become unresponsive?

When you open the app

Restart your Roku

  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

Deactivate and reactivate the Netflix app

Roku 1

  1. Press the Home button on your Roku remote to navigate to the Roku home screen.

  2. Select Settings.

  3. Select Netflix Settings.

  4. Select Deactivate this player from my Netflix account.

  5. Select Yes. The device is now deactivated.

  6. Select Netflix from the home screen and follow the prompts to reactivate the app.

  7. Sign in to your account and try Netflix again.

All other Roku models

  1. Press the Home button on your Roku remote to navigate to the Roku home screen.

  2. Highlight the Netflix app and press the star key on the remote.

  3. Select Remove channel.

  4. Select Remove channel again to confirm.

  5. From the home screen, select Streaming Channels.

  6. Select Movies & TV.

  7. Select Netflix.

  8. Select Add Channel.

  9. Select Go to channel.

  10. Sign in to your account and try Netflix again.

Restart your home network

  1. Turn off or unplug your streaming media player.
    Turn your streaming player off, wait 10 seconds, then power back on.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your streaming media player back on and try Netflix again.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

Connect your streaming media player directly to your modem

  1. Turn off your streaming media player.
    Turn your streaming player off, wait 10 seconds, then power back on.

  2. Plug your streaming media player directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your streaming media player and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix directly through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

When you try to select a profile

Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other set-top boxes and streaming media players

When does Netflix freeze or become unresponsive?

When you launch the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

When you try to play a TV show or movie

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to select a profile

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Samsung Smart TV

When does Netflix freeze or become unresponsive?

When you open the app

Unplug your TV

  1. Unplug your TV from power for at least two minutes.

    • Please note that powering off the TV with your remote or the TV's power button will not resolve the issue.

  2. Plug your TV back in and try Netflix again.

Contact Samsung

Your device is experiencing a hardware or software problem that only Samsung can solve.

Please contact Samsung and ask for the following:

  • Help resetting the Smart Hub.

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If these steps don't help, Samsung may have other suggestions. Or, try watching Netflix on a different device.

When you try to select a profile

Restart your smart TV
  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Sony Android TV

Update the Netflix app

  1. From the Home menu, select Apps.

  2. Open the Google Play Store app.

  3. Scroll down to My Apps.

  4. Select Netflix from the top row, then select Update.

    Note:
    If you do not see Netflix in the top row, no update is available.

If you're unable to locate the Google Play Store app, you may not have an Android TV. Use the steps found in this article under All other Smart TVs instead.

If no update was available or if you are still experiencing this problem after updating, continue troubleshooting below.

What should I do next?

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other Smart TVs

When does Netflix freeze or become unresponsive?

When you open the app

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

When you try to select a profile

Restart your smart TV
  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

At any other time

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other devices

All other devices

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.