Netflix Error 4004

The error you're seeing is related to the Silverlight plug-in, which Netflix uses to play TV shows and movies on your computer.

This error is usually caused by one of three things:

  • A computer setting preventing Silverlight from storing files it needs to play your TV show or movie

  • An issue with the Silverlight plug-in itself

  • An issue with the content you're trying to play

Follow the troubleshooting steps below to resolve the issue.

Steps for Windows
Steps for Mac

The Netflix.com player runs on the Microsoft Silverlight platform. Microsoft provides a free Fix It tool that you can download and run to resolve many Silverlight issues on computers running Windows 7 or later. Netflix recommends using the Microsoft Fix It Tool to resolve this error.

Fix it

Microsoft Fix It logo

If the Fix it Tool didn't clear the error, or if you're running Windows XP or Vista, try the troubleshooting steps below.

Troubleshoot your browser

  1. Clear browser cookies
    Your browser may be referencing an outdated or corrupted setting in the cookie file.

    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com and redirect you to the Netflix home screen.

    2. Select Sign In to sign back in and play your TV show or movie again.

  2. Restart your browser
    Sometimes restarting your browser can clear this issue.

    • Quit your browser, restart it, and play your TV show or movie again.

  3. Try another browser
    We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox or Opera and try Netflix again. Our web player works best on:

    • Google Chrome on Windows XP Service Pack 2 or later.

    • Mozilla Firefox on Windows Vista or later.

    • Opera on Windows Vista Service Pack 2 or later.

Add Netflix as a trusted site in Internet Explorer

  1. In Internet Explorer, select the Gear icon (gear icon) or Tools from the upper-right corner of the window.

  2. Select Internet Options.

  3. Select the Security tab.

  4. Select Trusted Sites, then select the Sites button.

  5. Uncheck Require server verification.

  6. Delete anything related to Netflix in the Websites: field.

    • If you do not see anything related to Netflix, continue to the next step.

  7. Type *.netflix.com in the Add this website to the zone field.

  8. Select the Add button.

  9. Select the Close button.

  10. Try Netflix again.

Make sure your Windows user account can access Netflix.com

The Microsoft Silverlight player that Netflix.com runs on requires your Windows user account to have administrative rights.

To confirm your account has admin rights, try the following troubleshooting steps:

Run browser as Administrator

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Click on the Start menu in the lower left corner of your screen.

  3. Select All Programs.

  4. From the items listed, right-click (or press and hold on touchscreen devices) on your preferred browser icon (Netflix supports Internet Explorer, Firefox, and Google Chrome).

  5. Select Run as Administrator.

  6. If prompted, select Allow.

  7. Use this newly opened window to try Netflix again.

    • Attempting to stream again from the original browser window will likely result in the same error.

    • If these steps got you streaming again, your account does not have administrative rights. Talk to your computer manufacturer/administrator to add administrative rights to your account.

Sign in as another Windows user

  • If you are able to play your TV show or movie while signed in as another Windows user, the new user account has the needed permissions to use the Silverlight player.

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)

  3. Select Control Panel

  4. Underneath Programs, select Uninstall a program.

  5. Locate and select Microsoft Silverlight

  6. Select Uninstall

Windows 7/Vista

  1. Quit all open browsers - including this window! You may want to print the following steps

  2. Click on the Start Button

  3. Select Control Panel

  4. Set the View by in the top right to Category

  5. Under Programs select Uninstall a program

  6. Locate and select Microsoft Silverlight

  7. Select Uninstall

Windows XP

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Click on the Start Button

  3. Select Control Panel

  4. Select Add or Remove Programs

  5. Locate and select Microsoft Silverlight

  6. Click Remove

To install the latest version of the Silverlight plug-in:

  1. Navigate to Netflix.com and play any title.

  2. Follow the prompts to download and install Silverlight on your Windows PC.

Troubleshoot your browser

  1. Clear browser cookies
    Your browser may be referencing an outdated or corrupted setting in the cookie file.

    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com and redirect you to the Netflix home screen.

    2. Select Sign In to sign back in and play your TV show or movie again.

  2. Restart your browser
    Sometimes restarting your browser can clear this issue.

    • Quit your browser, restart it, and play your movie or TV show again.

  3. Try another browser
    We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox, Opera, or Safari and try Netflix again. Our web player works best on:

    • Google Chrome on Mac OS X 10.9 or later (Snow Leopard).

    • Mozilla Firefox on Mac OS X 10.7 or later.

    • Opera on Mac OS X 10.9 or later.

    • Safari on Mac OS X 10.10 or later.

Verify administrative rights on your OS X profile

The Netflix.com player uses the Microsoft Silverlight plug-in, which requires that your OSX profile has administrative rights.

To confirm your account rights:

  1. Select the Apple icon in the upper left corner of the screen, then select System Preferences.

  2. From the System section:

    • In Lion (10.7) or later, select Users & Groups.

    • In Snow Leopard (10.6) or earlier, select Account.

  3. Make sure Admin appears under the current user name.

If you are signed in as Admin and are still unable to watch, there may be an issue with the permissions on your account. You may want to retry the previous steps while signed in as a different user with administrative rights, or create a new Administrator account and try again.

To create a new Administrator account:

  1. Select the Apple icon in the upper left corner of the screen, then select System Preferences.

  2. From the System section:

    • In Lion (10.7) or later, select Users & Groups.

    • In Snow Leopard (10.6) or earlier, select Account.

  3. Select the Lock icon.

  4. Enter your password.

  5. Select Add (+) below the list of accounts.

  6. Select Administrator from the New Account pop-up menu.

  7. Enter a name that you would like to use for the account.

  8. Enter the account password in the Password and Verify fields, and a hint to help recover the password.

  9. Select Create User.

  10. Ensure that the option to Allow user to administer this computer is checked.

You may now attempt to sign in with the new Administrator account and retry Netflix.

For more information about troubleshooting permissions issues in Mac OS X, we recommend contacting Apple.

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Click the Finder icon from the Dock at the bottom of the screen.

  3. In the menu bar at the top of the screen, select Go, then select Computer.

  4. Click the Macintosh HD icon.

  5. Select Library.

  6. Select Internet Plug-Ins.

  7. Drag Silverlight.plugin to the Trash.

  8. Click the Trash icon and select Empty.

  9. Once you have emptied your Trash, Microsoft Silverlight un-installation is complete.

To install the latest version of the Silverlight plug-in:

  1. Sign in to Netflix.com and press play on any title.

  2. Follow the prompts to download and install Silverlight on your Mac.

Some members may encounter the message Silverlight.dmg cannot be opened because it is from an unidentified developer when attempting to install Silverlight. This is fairly common for applications that are not downloaded from the Mac App store. If you encounter this message, continue with the following steps to complete your Silverlight installation.

  1. Right-click or hold Control on your keyboard and click on Silverlight.pkg.

  2. Click Open on the pop-up menu.

  3. Click Open on the prompt that says "Silverlight.pkg" is not from the Mac App Store. Are you sure you want to open it? Opening "Silverlight.pkg" will always allow it to run on this Mac.

  4. Follow the prompts to complete installation.

  5. Once installation is complete, try Netflix again.