If Netflix and your device both freeze and you can't go anywhere on your device, it usually means information stored on your device needs to be refreshed.
To fix the problem, follow the steps for your device.
These steps will fix freezing issues on smart TVs and devices that connect to a TV, including: streaming sticks and media players, set-top boxes, Apple TV, and Xbox or PlayStation game consoles.
Turn off your device. If your device has a power cable, unplug it.
Make sure your device is completely off, not just in sleep or standby mode.
Leave your device off for 15 seconds.
Turn on your device and try Netflix again.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
Go to the Netflix home screen, then go left to open the menu.
Go to the bottom of the menu, then go right and select Get Help.
Select Sign out.
Sign back in, then try Netflix again.
If your device is on an error screen:
Select More Details.
Select Sign out or Reset.
Sign back in, then try Netflix again.
If you can't find Get Help or Sign out:
Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
On the menu that appears, select Sign out, Reset, or Deactivate.
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.
Update your device's firmware or software to the latest version.
Restore your device to its original settings, like when you first got it.
If they can't fix the problem or these steps didn't work, you'll need to use a different device to watch Netflix.
Turn off your device. If your device has a power cable, unplug it.
Make sure your device is completely off, not just in sleep or standby mode.
Leave your device off for 15 seconds.
Turn on your device and try Netflix again.
Hold the button on the Chromecast for 25 seconds, or until the indicator light begins flashing.
Once you have reset the device, reconnect it to your Netflix account.
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.
After 10 seconds, press the Sleep/Wake button.
Once your device powers on, try Netflix again.
Go to the home screen, then tap Settings.
Scroll down and tap Netflix.
Slide the Reset switch on to reset the app.
Try Netflix again.
Go to the home screen, then tap and hold the Netflix app.
Tap Remove app > Delete app > Delete.
Open the App Store and search for "Netflix."
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.
When the app is installed, try Netflix again.
Turn off your phone or tablet. Make sure it's turned off, not just locked.
Turn it back on.
Try Netflix again.
If you're on your Android phone or tablet, open the Netflix page in the Play Store, tap Uninstall, then tap Install.
These steps will also reinstall the app:
Open the Play Store app, then search for "Netflix."
In the list, find and tap the Netflix app.
Tap Uninstall.
Tap Install, and wait until it's done.
Tap Open, then try Netflix again.
To connect your Xbox to your Netflix account, make sure you are signed in to your Xbox Live account.
If you need assistance with this, visit Microsoft's support site.
Once you have signed in, try Netflix again.
Turn off your device. If your device has a power cable, unplug it.
Make sure your device is completely off, not just in sleep or standby mode.
Leave your device off for 15 seconds.
Turn on your device and try Netflix again.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
Go to the Netflix home screen, then go left to open the menu.
Go to the bottom of the menu, then go right and select Get Help.
Select Sign out.
Sign back in, then try Netflix again.
If your device is on an error screen:
Select More Details.
Select Sign out or Reset.
Sign back in, then try Netflix again.
If you can't find Get Help or Sign out:
Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
On the menu that appears, select Sign out, Reset, or Deactivate.
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.
Update your device's firmware or software to the latest version.
Restore your device to its original settings, like when you first got it.
If they can't fix the problem or these steps didn't work, you'll need to use a different device to watch Netflix.