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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, you can often fix the problem with these basic troubleshooting steps. This usually happens when data stored on your device needs to be refreshed, or when a network issue stops Netflix from loading.

Note:If your device isn't working or responding at all, see these troubleshooting steps.

To fix the problem, follow the steps for your device.

TV with play button, ready for streamingSmart TVs

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

This issue can happen when there's a problem with the domain name system (DNS) server your device connects to. For help fixing a DNS issue, you'll need to contact your internet service provider (ISP).

While talking with your ISP, ask them to:

  • Make sure your device is able to connect to these Netflix addresses:

    • secure.netflix.com

    • appboot.netflix.com

    • uiboot.netflix.com

    • fast.com

  • Check for DNS issues on your modem or router, your device, or with their DNS servers.

  • Try using a different DNS server to check if it fixes the problem.

Before you finish talking with your ISP, we recommend trying Netflix again to make sure the problem is fixed.

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. From the Home menu, select Apps.

  2. Open the Play Store app.

  3. Scroll down to My Apps.

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

If you can't find the Play Store app on your Sony TV, it might not be an Android TV. Follow the steps for All other TVs instead.

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

These steps may remove apps, data, or settings saved on your device. Before you continue, make sure to have your Wi-Fi name and password and Netflix sign-in information ready.

To fix this issue, you'll need to contact the company that made your device.

When you talk to them, ask for their help with these steps. After each step, try Netflix again to see if it fixed the problem.

  1. Update your device's firmware or software to the latest version.

  2. Restore your device to its original settings, like when you first got it.

If they can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.

Tablet and smartphoneMobile phones and tablets

Tablet with power icon indicating turn off process

  1. Turn off your phone or tablet. Make sure it's turned off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Resetting modem and device, 30-sec timer, cable unplugged.

  1. Turn off your device, then unplug your modem and router from power.

  2. After 30 seconds, plug in your modem and router.

  3. Wait 1 minute, then turn on your device.

  4. Try Netflix again.

Note:Some devices, modems, and routers might take longer to reconnect to the Internet.

Tablet and modem show succesful Wi-Fi connection

To get a better signal you can:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

  1. Open the App Switcher by pressing the Home button twice. If your device doesn't have a home button, swipe up from the bottom of the screen and hold.

  2. For every app in the list, swipe up on the app to quit it.

  3. Open Netflix, then try again.

Note:These steps might be different for your device. Go to Apple's support site for the steps to quit and reopen apps on iPhone or iPad.

  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.

Resetting the app will delete any downloads saved to your device and sign you out of Netflix.

  1. Go to the home screen, then tap Settings.

  2. Scroll down and tap Netflix.

  3. Slide the Reset switch on to reset the app.

  4. Try Netflix again.

Uninstalling the app will delete any downloads saved to your device and sign you out of Netflix.

  1. Go to the home screen, then tap and hold the Netflix app.

  2. Tap Remove app > Delete app > Delete.

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

  4. Tap on Netflix, then tap the cloud icon to get the app. You may need to enter your Apple ID password. If you forgot it, follow Apple's steps to reset it.

  5. When the app is installed, try Netflix again.

Note:If you can't find the Netflix app after removing it, follow Apple's steps to redownload an app from the App Store.

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 the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

Computer with @ symbol Computers

  1. Shut down your computer through the menu:

    • Mac: In the upper left, click the Apple menu, then click Shut Down.

    • Windows: Click the Start menu, then click Power > Shut down.

    • Chromebook: In the bottom right, click the time, then click Sign out > Shut down.

  2. Leave your computer off for at least 10 seconds.

  3. Turn it back on, then try Netflix again.

  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.

Resetting modem and device, 30-sec timer, cable unplugged.

  1. Turn off your device, then unplug your modem and router from power.

  2. After 30 seconds, plug in your modem and router.

  3. Wait 1 minute, then turn on your device.

  4. Try Netflix again.

Note:Some devices, modems, and routers might take longer to reconnect to the Internet.

Shut down your computer

  1. Shut down your computer through the menu:

    • Mac: In the upper left, click the Apple menu, then click Shut Down.

    • Windows: Click the Start menu, then click Power > Shut down.

    • Chromebook: In the bottom right, click the time, then click Sign out > Shut down.

  2. Leave your computer off for at least 10 seconds.

  3. Turn it back on, then try Netflix again.

Shut down your computer

  1. Shut down your computer through the menu:

    • Mac: In the upper left, click the Apple menu, then click Shut Down.

    • Windows: Click the Start menu, then click Power > Shut down.

    • Chromebook: In the bottom right, click the time, then click Sign out > Shut down.

  2. Leave your computer off for at least 10 seconds.

  3. Turn it back on, then try Netflix again.

Streaming media player controller and adapterStreaming media players

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Resetting modem and device, 30-sec timer, cable unplugged.

  1. Turn off your device, then unplug your modem and router from power.

  2. After 30 seconds, plug in your modem and router.

  3. Wait 1 minute, then turn on your device.

  4. Try Netflix again.

Note:Some devices, modems, and routers might take longer to reconnect to the Internet.

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

  • Custom modem settings.

  • Virtual Private Network (VPN) or proxy service settings.

  • Custom DNS settings.

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

Once you've reset these settings, try Netflix again.

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

  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.

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Delete Netflix

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

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

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

  4. Select Delete to confirm.

Reinstall Netflix

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

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

  3. Try Netflix again.

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.

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

To remove Netflix:

  1. Press Home on your Roku remote.

  2. In the list of apps on the right, scroll to the Netflix app.

  3. Press Star on your Roku remote.

  4. Select Remove app > Remove.

To add Netflix:

  1. Press the Netflix button on your Roku remote.

  2. Select Add channel > OK > Go to channel.

  3. 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.

Tablet and modem show succesful Wi-Fi connection

To get a better signal you can:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

  • Custom modem settings.

  • Virtual Private Network (VPN) or proxy service settings.

  • Custom DNS settings.

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

Once you've reset these settings, try Netflix again.

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Resetting modem and device, 30-sec timer, cable unplugged.

  1. Turn off your device, then unplug your modem and router from power.

  2. After 30 seconds, plug in your modem and router.

  3. Wait 1 minute, then turn on your device.

  4. Try Netflix again.

Note:Some devices, modems, and routers might take longer to reconnect to the Internet.

These steps may remove apps, data, or settings saved on your device. Before you continue, make sure to have your Wi-Fi name and password and Netflix sign-in information ready.

To fix this issue, you'll need to contact the company that made your device.

When you talk to them, ask for their help with these steps. After each step, try Netflix again to see if it fixed the problem.

  1. Update your device's firmware or software to the latest version.

  2. Restore your device to its original settings, like when you first got it.

If they can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

These steps may remove apps, data, or settings saved on your device. Before you continue, make sure to have your Wi-Fi name and password and Netflix sign-in information ready.

To fix this issue, you'll need to contact the company that made your device.

When you talk to them, ask for their help with these steps. After each step, try Netflix again to see if it fixed the problem.

  1. Update your device's firmware or software to the latest version.

  2. Restore your device to its original settings, like when you first got it.

If they can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Resetting modem and device, 30-sec timer, cable unplugged.

  1. Turn off your device, then unplug your modem and router from power.

  2. After 30 seconds, plug in your modem and router.

  3. Wait 1 minute, then turn on your device.

  4. Try Netflix again.

Note:Some devices, modems, and routers might take longer to reconnect to the Internet.

Game controller for playing video gamesGame consoles

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


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 device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and 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 the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

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.

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.

  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 the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

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.

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

Uninstall Netflix

  1. Go to the Xbox 360 Dashboard, then go to Apps.

  2. Select My Apps, then highlight the Netflix app.

  3. Press the X button, then select Delete > Yes.

Reinstall Netflix

  1. On the Xbox 360 Dashboard, go to Apps.

  2. Select Netflix to get the app.

  3. 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.

  1. Press the Guide button on your controller.

  2. Go to Settings and choose System Settings.

  3. Choose Network Settings.

  4. Choose your network then choose Configure Network.

  5. Choose DNS Settings and choose Automatic.

  6. Turn your Xbox off and back on.

  7. Try Netflix again.

  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.

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