Netflix says 'Sorry We Cannot Reach The Netflix Service (-9).'

If you see an error that says

Sorry We Cannot Reach The Netflix Service (-9)

It typically points to information stored on your Android phone or tablet that needs to be refreshed. Follow the troubleshooting steps below to resolve the issue.

Turn your device off, then on

  1. Turn off your Android. Make sure it's powered off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Restart your home network

For this step, leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your mobile device.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your device back on and try Netflix again.

Restore your default connection settings

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

  • Custom modem settings.

  • Virtual Private Network (VPN) or proxy service settings.

  • Custom DNS settings.

If you need help changing these settings, contact the device manufacturer.

Once you've reset these settings, try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.