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

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.

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.

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.

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.

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.

• 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.

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.

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.

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.

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.

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.
   

• 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.

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.

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.

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.

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.
   

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.

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.

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.
   

• 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.

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.

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.

   • If your connection test is successful, continue troubleshooting below.

   • If your connection test fails, see Microsoft’s Xbox support site for more help

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.

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.

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.

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.

   • If your connection test is successful, continue troubleshooting below.

   • If your connection test fails, see Microsoft’s Xbox support site for more help

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.

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.

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.

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.

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.

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.

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.

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.

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.

Refresh any outdated Netflix information stored on your iPhone, iPad, or iPod touch by resetting the app.

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.

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.

   • If you can't download the Netflix app from the App Store, visit Can't find the Netflix app in app stores.

6. Once installed, try Netflix again.

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

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.

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.
   

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.

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.

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.

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.

• 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.

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.

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.

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.

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.

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.

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.

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.

1. Turn off or unplug your streaming media player.
   

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.
   

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.

1. Turn off your streaming media player.
   

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.

• 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.