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  • Netflix freezes on the app loading screen.

Netflix freezes on the app loading screen.

If Netflix freezes on a loading screen when you try to launch the app, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue.

If Netflix freezes when you try to watch a TV show or movie, use this article instead.

Blu-ray Players

Blu-ray Player

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. Once signed out, sign back in and try Netflix again.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix application, use the arrows on your remote to enter the following sequence:
    • 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.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Check for firmware or software updates

Check to see if there are any available firmware or software updates for your device. If you need help checking for updates or downloading the latest firmware or software version, please check with your device manufacturer.

If your device is already updated or no updates are available, continue troubleshooting below.

Perform a factory reset

Your device may be stuck in an unrecoverable state and need to be reset. If you are unsure how to perform a factory reset on your device, or are unfamiliar with the effects of doing so, reach out to the manufacturer of the device for more assistance.

What should I do next?

If you continue to experience this error after performing a full factory reset, there may be an unrecoverable issue with your device. Reach out to your device manufacturer for more assistance.

Game Consoles

Nintendo Wii

Delete the Netflix channel and data
  1. From the Wii Home Screen, select the Wii Options icon in the lower left corner.
  2. Select Data Management.
  3. Select Saved Data.
  4. Select Wii.
  5. Select Netflix.
  6. Select Erase.
  7. Select Yes.
  8. Select Back.
  9. Select Back again.
  10. Select Channels.
  11. Select the Netflix icon.
  12. Select Erase.

Reinstall the Netflix app
  1. From the Wii Home Screen, select the Wii Shop Channel.
  2. Once launched, select Start, then select Start Shopping from the bottom of the screen.
  3. Select Wii Channels from the upper right corner of the screen.
  4. Locate the Netflix app and select it.
  5. On the Details screen, select Download: 0 Wii Points, Free: 0 Wii Points, or Update: 0 Wii Points.
  6. On the Download Location screen, select Wii System Memory.
  7. On the Selection Confirmation screen, select OK.
  8. On the Download Confirmation screen, select Yes.
  9. Once complete, you will see a Download Successful! screen. Select OK.
  10. Select Wii Menu from the lower left corner of the screen.
  11. From the Wii Menu, select the Netflix icon.
  12. Sign in to Netflix and try streaming again.

PlayStation 3

Are you streaming from a cellular or satellite connection?

If you are streaming from a cellular or satellite connection, your service may not support streaming, or may not meet the minimum streaming requirements. Please reach out to your service provider for further assistance.

Check the date and time settings

If the date and time of your device is significantly different from the current date and time, you will have a problem playing your video.

  1. From the main menu, navigate to Settings.
    • If you're not already at the main menu, hold the PS button in the middle of the controller, select Quit, then select Yes to return to the home screen.
  2. Select Date and Time Settings.
  3. Select Date and Time.
  4. Select Set via Internet.
  5. Select Set Automatically.
  6. Try Netflix again.

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 device to discharge it.
  3. Plug your PlayStation 3 back in.
  4. Turn your PlayStation 3 on with the power button.
  5. Try Netflix again.

Refresh your Netflix Iogin information

Please note: For Japanese PlayStations, use O instead of X to confirm the selection whenever X is referenced in the troubleshooting steps below.

  1. Begin from the PS3 Home Screen.
    • If you're not already on the home screen, hold the PS3 button in the middle of the controller, select Quit, then select Yes.
  2. Navigate to the TV/Video Services section and highlight Netflix.
  3. Press X.
  4. Immediately after pressing X, press and hold both Start and Select until a message appears asking Do you want to reset your Netflix settings and re-register?
  5. Select Yes.
  6. Enter your email address and password and try Netflix again.

Restart your home network
  1. Turn off your device.
  2. Unplug both your modem and router and wait 30 seconds.
  3. Plug in your modem and wait until no new indicator lights are blinking on.
  4. Plug in your router and wait until no new indicator lights are blinking on.
  5. Turn on your device and try Netflix again.

PlayStation 4

Are you streaming from a cellular or satellite connection?

If you are streaming from a cellular or satellite connection, your service may not support streaming, or may not meet the minimum streaming requirements. Please reach out to your service provider for further assistance.

Check the date and time settings

If the date and time of your device is significantly different from the current date and time, you will have a problem playing your video.

  1. From the main menu, navigate to Settings.
    • If you're not already at the main menu, hold the PS button in the middle of the controller, select Quit, then select Yes to return to the home screen.
  2. Select Date and Time Settings.
  3. Select Date and Time.
  4. Select Set via Internet.
  5. Select Set Automatically.
  6. Try Netflix again.

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.

Uninstall and reinstall the Netflix app
  1. Begin from the PS4 home screen.
    • If you're not already on the home screen, hold the PS button in the middle of the controller, select Close Application, then select OK.
  2. Navigate to the TV & Video section and highlight Netflix.
  3. Press the Options button on the controller.
  4. Select Delete.
  5. Select OK.
    • Once Netflix has been deleted, the icon will still appear on your PS4's home screen.
  6. Select the Netflix icon. The PlayStation store will launch.
  7. Select the Download icon.
  8. Once Netflix has finished downloading, select Start.
  9. Sign in to your Netflix account and attempt to stream again.
    • You may be prompted to sign in to your PlayStation Network (PSN) account first.

Restart your home network
  1. Turn off your device.
  2. Unplug both your modem and router and wait 30 seconds.
  3. Plug in your modem and wait until no new indicator lights are blinking on.
  4. Plug in your router and wait until no new indicator lights are blinking on.
  5. Turn on your device and try Netflix again.

Xbox 360

Uninstall and reinstall the Netflix app

Uninstall Netflix

  1. Begin from the Xbox Dashboard.
  2. Navigate to Apps.
  3. Select My Apps.
  4. Highlight the Netflix app.
  5. Press the X button for App details.
  6. Select Delete.
  7. Press Yes to confirm.

Reinstall Netflix

  1. From the Xbox 360 Dashboard, navigate to Apps.
  2. Select the Netflix tile to begin downloading the app.
  3. Once download is complete, sign back in and try Netflix again.

Test your internet connection
  1. From the Xbox 360 main menu, select Settings.
  2. Select System Settings.
  3. Select Network Settings.
  4. Select Wired Network or Wireless Network depending on your connection method.
  5. Select Test Xbox LIVE Connection.
  6. Select Continue.

Confirm your Xbox's DNS Settings
  1. Press the Guide button on your controller.
  2. Go to Settings and select System Settings.
  3. Select Network Settings.
  4. Choose your network and select Configure Network.
  5. Select DNS Settings and choose Automatic.
  6. Turn your Xbox off and back on.
  7. Try Netflix again.

If you need help adjusting this setting, visit Microsoft’s Xbox 360 support site for help.

Clear the system cache
  1. Press the Guide button.
  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.

All Other Game Consoles

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

Mobile Phones and Tablet

iPhone, iPad, or iPod touch

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.

  1. Select Settings from the Home screen on your iOS device.
  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*.

  1. From the main menu, touch and hold the Netflix app on the Home screen 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, search for "Netflix" and select the free Netflix app from Netflix, Inc.
  4. Tap the cloud icon. You will need to enter your iTunes password to install the app.
  5. Once installed, tap the Netflix icon.
  6. Enter the email and password for your Netflix account and tap Sign In.
  7. Try Netflix again.

*Deleting the Netflix app will also delete any titles you have downloaded to the device.

Modify or disable restrictions on your iOS device
  1. Go to Settings.
  2. Select General.
  3. Select Restrictions.
    • Note: You will be prompted for the passcode that was created when restrictions were turned on.
  4. To modify restrictions:
    1. Under Allowed Content, select Websites.
      • Specific Websites Only or Limit Adult Content should be selected.
    2. Scroll to the bottom of the list and select Add A Website.
    3. Enter https://secure.netflix.com along with any title (i.e, "Netflix App").
    4. Select Done on the keyboard.
  5. To disable restrictions:
    1. Select Disable Restrictions.
    2. Enter your passcode again to disable restrictions.
  6. Try Netflix again.

If you have any problems during this process or want to know more about restrictions on your iOS device, visit Apple's support article about Understanding Restrictions.

Restart your home network
  1. Turn off your device.
  2. Unplug both your modem and router and wait 30 seconds.
  3. Plug in your modem and wait until no new indicator lights are blinking on.
  4. Plug in your router and wait until no new indicator lights are blinking on.
  5. Turn on your device and try Netflix again.

Try a different network

If possible, connect your iOS device to a different network to rule out home network configuration problems as the cause of your issue. To choose a different wireless network:

  1. Press the Home button on your device.
  2. Select the Settings app.
  3. Select Wi-Fi from the Settings menu.
  4. Select a different network and connect to it.
  5. Once you are connected, try Netflix again.
  6. If you are unable to use a different internet connection or if this does not resolve the issue, contact your internet service provider for further assistance.

What should I do next?

If you are still having trouble connecting to Netflix, you'll want to contact the person that set up your home network. They should be able to help resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.

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

Reset the settings on your Chromecast
  1. Hold the button on the Chromecast for up to 25 seconds, or until the indicator light begins flashing.
    Note: Resetting Chromecast will erase any settings previously saved on the device. See here to set up the Chromecast with your device again.
  2. Once you have reset the device, reconnect it to your Netflix account.

What should I do next?

If you continue to experience this error after performing a full factory reset, there may be an unrecoverable issue with your device. Reach out to your device manufacturer for more assistance.

Comcast Xfinity X1 Set-top Box

  1. Unplug your set-top box from power for at least 2 minutes.
  2. While the set-top box is unplugged, press the power button on the set-top box to discharge it.
  3. Plug your set-top box back in.
  4. Turn your set-top box on with the power button.
  5. Try Netflix again.

If the above steps did not resolve your issue, please contact us.

Com Hem TiVo

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.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Restart your home network
  1. Turn off your device.
  2. Unplug both your modem and router and wait 30 seconds.
  3. Plug in your modem and wait until no new indicator lights are blinking on.
  4. Plug in your router and wait until no new indicator lights are blinking on.
  5. Turn on your device and try Netflix again.

Roku

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.

Deactivate and reactivate the Netflix app

Roku

  1. Press the Home button to navigate to the Roku home screen.
  2. Select Settings.
  3. Select Netflix Settings.
  4. Select Deactivate this player from my Netflix account.
  5. Select Yes. The device is now deactivated.
  6. Select Netflix from the home screen and follow the prompts to reactivate the app.
  7. Sign in to your account and try Netflix again.

All other Roku models

  1. Press the Home button to navigate to the Roku home screen.
  2. Highlight the Netflix app and press the star key on the remote.
  3. Select Remove channel.
  4. Select Remove channel again to confirm.
  5. From the home screen, select Streaming Channels.
  6. Select Movies & TV.
  7. Select Netflix.
  8. Select Add Channel.
  9. Select Go to channel.
  10. Sign in to your account and try Netflix again.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

All Other Set-top Boxes or Streaming Media Players

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

Smart TVs

Samsung Smart TV

Unplug your TV
  1. Unplug your TV from power for at least two minutes.
    • Please note that powering off the TV via your remote or the TV's power button will not resolve the issue.
  2. Plug your TV back in and try Netflix again.

Reset the Smart Hub

If you are using a Samsung TV, you may need to reset the Smart Hub to resolve this issue.

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 apps! You will need to re-download your apps after the reset.
  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 still 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.
  6. Try Netflix again.

If the above steps did not resolve your issue, please contact us.

All Other Smart TVs

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. Once signed out, sign back in and try Netflix again.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix application, use the arrows on your remote to enter the following sequence:
    • 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.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Check for firmware or software updates

Check to see if there are any available firmware or software updates for your device. If you need help checking for updates or downloading the latest firmware or software version, please check with your device manufacturer.

If your device is already updated or no updates are available, continue troubleshooting below.

Perform a factory reset

Your device may be stuck in an unrecoverable state and need to be reset. If you are unsure how to perform a factory reset on your device, or are unfamiliar with the effects of doing so, reach out to the manufacturer of the device for more assistance.

What should I do next?

If you continue to experience this error after performing a full factory reset, there may be an unrecoverable issue with your device. Reach out to your device manufacturer for more assistance.

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