Netflix Error UI-502

If you experience the error code UI-502, often accompanied by one of the following messages:

Unable to connect to Netflix. Please try again or visit: www.netflix.com/help
Netflix has encountered an error. Retrying in [X] seconds.

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.

Blu-ray Player

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.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Sign out of Netflix

  1. Begin from the Netflix home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you do not see a menu when you navigate left, 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 app, 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.

Roku

Connect your device directly to your modem

If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off your device.

  2. Plug your device directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your device and attempt to stream again.

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem.

  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your device directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.

What should I do next?

If you're still having trouble connecting to Netflix, you'll want to contact your internet service provider for help resolving a DNS resolution issue.

Set-top Box or Streaming Media Player

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.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Sign out of Netflix

  1. Begin from the Netflix home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you do not see a menu when you navigate left, 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 app, 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.

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.

Sign out of Netflix

  1. Begin from the Netflix home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you do not see a menu when you navigate left, 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 app, 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.

All other devices

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