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.

  3. Plug your device back in.

  4. Turn your device on with the power button.

  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.

  3. Plug your device back in.

  4. Turn your device on with the power button.

  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

Nintendo Wii

When does your device freeze?

When you launch the Netflix app

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.

At any other time

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

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 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.

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.

  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.

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 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.

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.

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.

  3. Plug your device back in.

  4. Turn your device on with the power button.

  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.

  3. Plug your device back in.

  4. Turn your device on with the power button.

  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.

  3. Plug your device back in.

  4. Turn your device 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.

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 via 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 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 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.

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.