Netflix says 'We're having trouble playing this title right now.'

If you see an error that says

We're having trouble playing this title right now

It usually means that a network connectivity issue is preventing your device from reaching Netflix, or that there's a problem with the title itself. This error message is sometimes triggered when a TV show or movie becomes frozen at a 25% loading screen. Follow the troubleshooting steps for your device below to resolve the issue.

If you see a different error message, or if your error message is followed by an error code, search our Help Center for the error message or code you're experiencing (for example, "unable to connect to Netflix" or "ui-1111").


Restart your device

  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.

What to do next

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

Xbox 360

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once, then wait 1 minute. If your device doesn't have a power button or you can't reach it, leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Uninstall and reinstall the Netflix app

Uninstall Netflix

  1. From the Xbox 360 Dashboard, go to Apps > My Apps.

  2. Highlight the Netflix app.

  3. Press the X button for app details.

  4. Choose Delete > Yes.

Reinstall Netflix

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

  2. Choose Netflix to download the app.

  3. Try Netflix again.

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.

Delete Netflix saved data

  1. From the Xbox Dashboard, select Settings, then System.

  2. Select Storage.

  3. Select All Devices if present, or select the first device listed. This will most likely be Memory Unit, USB storage, or Hard Drive.

    If you see multiple devices, repeat the following steps for each device.
  4. Select Games and Apps.

  5. Select Netflix.

  6. Select Netflix Saved Game.

  7. Select Delete.

  8. Select Yes to confirm.

  9. If you see Netflix Xbox 360 Game, select it, then select Delete and confirm.

  10. If you see Netflix Title Update, select it, then select Delete and confirm.

  11. Try Netflix again.

Xbox One

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

Sign out of Netflix

  1. From the Netflix Home screen, open the menu on the left.

  2. Select Get Help or Settings.

  3. Select Sign out.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Clear the system cache

  1. Press and hold the power button on the front of the console until it powers down completely.

  2. Unplug the power cable from the back of the console to disconnect the power brick from the console.

  3. Press the power button on the console five times. This will ensure that any remaining power in the battery is drained, clearing the cache on the console.

  4. Plug the power cable back into the console.

  5. Turn on the console using the power button.

  6. Try Netflix again.

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

All other devices

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