My device freezes when I try to use Netflix.

If your device freezes when you try to use Netflix and you are unable to return to the device menu, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.

If Netflix freezes and you are able to return to the device menu, use this article instead.

Blu-ray Players

Blu-ray Player

When does your device freeze?

When you launch the Netflix app

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

Game Consoles

PlayStation 3

When does your device freeze?

When you launch the Netflix app

Restart your PlayStation
  1. Unplug your PlayStation 3 from power for at least 1 minute.

  2. While your PlayStation 3 is unplugged, press the power button on the console to discharge it.

  3. Plug your PlayStation 3 back in.

  4. Turn your PlayStation 3 on with the power button.

  5. Try Netflix again.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

PlayStation 4

When does your device freeze?

When you launch the Netflix app

Restart your PlayStation
  1. Unplug your PlayStation 4 from power for at least 1 minute.

  2. Plug your PlayStation 4 back in.

  3. Turn your PlayStation 4 on with the power button.

  4. Try Netflix again.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

Xbox 360

When does your device freeze?

When you launch the Netflix app

Sign in to Xbox Live
  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.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

All other game consoles

We are currently researching this error. To help us investigate, please contact customer service.

Mobile Phones and Tablets

iPhone, iPad, or iPod touch

When does your device freeze?

When you launch the Netflix app

Restart your iPhone, iPad, or iPod touch

  1. Press and hold the Sleep/Wake button until the red slider appears.

  2. Drag the slider to turn your device completely off.

  3. After 10 seconds, press the Sleep/Wake button to turn your device back on.

  4. Once your device powers on, try Netflix again.

Reset the Netflix app

Refresh any outdated Netflix information stored on your iOS device by resetting the app.

Note:
Resetting the app will delete any titles you have downloaded to the device.
  1. From the Home screen, select Settings.

  2. Swipe down until you locate the Netflix app.

  3. Select Netflix.

  4. Slide the Reset toggle to the On position.

  5. Press the Home button to return to the Home screen.

  6. Press the Home button twice and swipe right until you locate the Netflix app.

  7. Swipe up on the Netflix app to close your session.

  8. Press the Home button twice to return to the Home screen.

  9. Try Netflix again.

Reinstall the Netflix app

Make sure the issue isn't being caused by an outdated version of the Netflix app by removing it from your iOS device and reinstalling it.

Note:
Deleting the Netflix app will also delete any titles you have downloaded to the device. You may need your Apple ID and password to reinstall the app once it has been removed.
  1. From your iPhone, iPad, or iPod touch home screen, press and hold the Netflix app until it shakes.

  2. Tap the X in the top left corner of the Netflix icon, then tap Delete. Once deleted, press the Home button to stop the shaking.

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

  4. Select the free Netflix app from Netflix, Inc.

  5. Tap the cloud icon. You will need to enter your iTunes password to install the app.

  6. Once installed, tap the Netflix icon.

  7. Enter the email and password for your Netflix account and tap Sign In.

  8. Try Netflix again.

When you try to play a TV show or movie

Restart your iPhone, iPad, or iPod touch
  1. Press and hold the Sleep/Wake button until the red slider appears.

  2. Drag the slider to turn your device completely off.

  3. After 10 seconds, press the Sleep/Wake button to turn your device back on.

  4. Once your device powers on, try Netflix again.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

All other mobile phones and tablets

We are currently researching this error. To help us investigate, please contact customer service.

Set-top Boxes and Streaming Media Players

Chromecast

When does your device freeze?

When you try to play a TV show or movie

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.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

Roku

When does your device freeze?

When you launch the Netflix app

Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

When you try to select a profile

Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

When you try to play a TV show or movie

Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

All other set-top boxes or streaming media players

When does your device freeze?

When you launch the Netflix app

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to select a profile

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to exit the Netflix app

Restart your device
  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

Smart TVs

Samsung Smart TVs

When does your device freeze?

When you launch the Netflix app

Unplug your TV

  1. Unplug your TV from power for at least two minutes.

    • Please note that powering off the TV with your remote or the TV's power button will not resolve the issue.

  2. Plug your TV back in and try Netflix again.

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Reset the Smart Hub

If your remote has a number pad:

  1. Exit the Smart Hub.

    • You cannot reset the Smart Hub if it is in use.

  2. Press the Menu button on your remote.

  3. Navigate to and select the Smart Hub section of the main menu.

  4. Select Smart Hub Reset.

    This will remove all downloaded apps! If you have downloaded apps to your TV, you will need to re-download them after the reset. If you are unsure how to do this, contact Samsung for assistance.
  5. Enter your PIN and press Enter.

    • Your PIN is 0000 by default. If this PIN does not work, please contact Samsung to reset your PIN.

  6. Select Smart Hub.

  7. Try Netflix again.

    • If you are getting a black screen, please try Netflix again in 20 minutes. It can take this long for the app to complete setup.

If your remote does not have a number pad:

  1. Press the Home button on your remote.

  2. Select the Settings icon on your screen.

  3. Select Support.

  4. Select Self Diagnosis.

  5. Select Reset Smart Hub.

    This will remove all downloaded apps! If you have downloaded apps to your TV, you will need to re-download them after the reset. If you are unsure how to do this, contact Samsung for assistance.
  6. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

All Other Smart TVs

When does your device freeze?

When you launch the Netflix app

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

When you try to play a TV show or movie

Sign out of Netflix

  1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over or Deactivate.

  3. Once signed out, sign back in and try Netflix again.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We are currently researching this error. To help us investigate, please contact customer service.

All Other Devices

All other devices

We are currently researching this error. To help us investigate, please contact customer service.