Netflix says 'Netflix has encountered an error.'

If you see one of the following errors:

Netflix has encountered an error. Attempting to determine problem.
Netflix has encountered an error. Retrying in [X] seconds.

It usually means that there's a network connectivity issue that is preventing your device from reaching Netflix. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

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.


PlayStation 3

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.


PlayStation 4

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.


Smart TV

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:
Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

  • Check the instructions or manual that came with your device.

  • Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your home network

  1. Turn off or unplug your smart TV.

  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 smart TV back on and try Netflix again.

Restore your default connection settings

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.

All other devices

We're looking into this problem. To help us investigate, contact us.

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