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Netflix and device both freeze

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.

Note:If only Netflix freezes but your device still works, follow these steps instead.

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.

Illustration of a TV with a power button symbol, a power strip, and a 15-second timer, suggesting a restart device process

  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.

  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.

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.

Illustration of a TV with a power button symbol, a power strip, and a 15-second timer, suggesting a restart device process

  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.

  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. 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 Apps. If you don't see this option, go to the next step.

  3. Scroll down and tap Netflix.

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

  5. 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.

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.

These steps will remove any TV show or movie downloads saved on your device and sign you out of your Netflix account.

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:

  1. Open the Play Store app, then search for "Netflix."

  2. In the list, find and tap the Netflix app.

  3. Tap Uninstall.

  4. Tap Install, and wait until it's done.

  5. Tap Open, then try Netflix again.

  1. To connect your Xbox to your Netflix account, make sure you are signed in to your Xbox Live account.

  2. Once you have signed in, try Netflix again.

Illustration of a TV with a power button symbol, a power strip, and a 15-second timer, suggesting a restart device process

  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.

  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.

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.

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