I'm getting a gray or white screen.

If you get a gray or white screen when you try to use Netflix, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

If you see a gray or white screen when you try to launch the Netflix app:

Restart your device
  1. Press the Home button on your Amazon Fire TV remote.

  2. Select Settings.

  3. Select My Fire TV.

    • If you do not see My Fire TV, you may need to select System or Device.

  4. Select Restart.

  5. Try Netflix again.

If you see a gray or white screen at any other time, please contact customer service.

Nintendo Wii U

If you see a gray or white screen when you try to watch something:

Delete Netflix saved data
  1. From the Nintendo Wii U home screen, select System Settings.

  2. Select Data Management.

  3. Select Copy/Move/Delete Data.

  4. Select System Memory.

  5. Select Netflix.

  6. Select Shared Save Data.

  7. Select Delete.

  8. Select Delete again to confirm.

  9. Select OK.

  10. Press Back until you return to the Wii U menu and select Netflix.

  11. Select Member Sign In

  12. Enter your Netflix email address and password then select Continue.

If you see a gray or white screen at any other time, please contact customer service.

Nook

If you see a gray or white screen when you try to launch the Netflix app:

Restart your Nook

  1. Press and hold the button on the upper left side of your Nook until a box comes up that says Power Off.

  2. Select Power Off.

  3. Once your Nook has turned off, press and hold the power button until it begins to turn back on.

  4. Try Netflix again.

Restore your Nook's default settings

Note:
Erasing and deregistering does not delete any of the content from your Barnes & Noble account. You will be able to re-download it even after erasing and deregistering.
Erasing and deregistering does delete any files you have transferred from your computer to your Nook Color. Be sure to back up these files before performing the steps below!
  1. Tap the white arrow at the bottom of the screen (in the middle of the Quick Nav bar).

  2. Tap the Settings icon.

  3. Tap Device Info.

  4. Tap Erase & Deregister Device.

  5. Tap Erase & Deregister Device again.

  6. Tap Reset NOOK.

  7. Once the Nook has reset itself and rebooted, follow the on-screen instructions to connect to your Barnes & Noble account.

  8. Try Netflix again.

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.

If you see a gray or white screen at any other time, please contact customer service.

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.

Set-top Box

Restart your device
  1. Unplug your set-top box from power for at least 2 minutes.

  2. Plug your set-top box back in.

  3. Try Netflix again.

Smart TV

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.

Windows or Mac computer

In which browser are you seeing a grey or white screen?

Google Chrome

Disable Chrome Extensions

If you're using Chrome, you may want to disable unnecessary add-ons before trying again. To disable extensions in Chrome:

  1. In the Address Bar in Chrome, type chrome://extensions.

  2. In the list of extensions, use the toggle to disable any extensions that are currently enabled (enabled extensions will display a blue toggle).

    Note:
    Extensions listed under Chrome Apps do not need to be disabled.
  3. Try Netflix again

If these steps resolve your issue, you may want to try enabling your extensions one by one to see which one is preventing the Netflix website from functioning correctly.

Mozilla Firefox

Activate Silverlight

  1. Click on the gray part of the screen, or the icon that says Activate Silverlight (if it is showing).

  2. Select Allow and Remember.

  3. Try Netflix again.

Safari

Force Quit Safari

  1. Select the Apple icon in the upper left corner of the browser.

  2. Select Force Quit.

  3. Select Safari.

  4. Select Force Quit.

  5. Confirm your selection.

  6. Try Netflix again.

Any other browser

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

All other devices

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