If you are able to play titles but cannot see your selected subtitles, or if your selected subtitles only display intermittently, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.
If you're on a work, school, hotel, or hospital public Wi-Fi network:
Check with the network administrator to make sure streaming services such as Netflix are supported and not intentionally blocked.
Note that many public networks have limited bandwidth.
If you're using a cellular data network or satellite internet:
If possible, try a different network. Cellular data and satellite internet connections often have slower connection speeds than cable internet or DSL.
If possible, connect your mobile device to a different internet access point to rule out any potential home network configuration problems. Some examples:
Attempt to connect to a different Wi-Fi network in range of your device.
Bring your device to a neighbor's or friend's house and attempt to stream.
If you have the ability to access a cellular data network on your device, try using it to connect to Netflix. While we generally don't advise streaming over a data network as a fix, it's a good way to see if a home network configuration issue is what's keeping you from streaming reliably.
If you're able to stream using a different internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.
If you've modified your streaming device to use custom connection settings, restore your internet provider's default settings and try Netflix again. Custom connection settings might include:
If you are connecting with a Virtual Private Network (VPN) or proxy service, disable it and connect directly with your home internet.
If you have changed your streaming device to a custom DNS setting, try resetting the device to acquire DNS automatically.
If you need assistance changing these connection settings on your streaming device, please reach out to the device's manufacturer.
If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:
Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can create issues when you try to connect over Wi-Fi.
Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.
If you have completed the steps above but are still having issues connecting to Netflix, contact your internet service provider. They can help you determine whether your router is properly set up to communicate with the other devices on your home network.
Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.
If you do not see the Report a Problem link, the problem has automatically been reported.
For this step, make sure to leave your smart TV and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.
Turn off or unplug your smart TV.
Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
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.
Turn your smart TV back on and try Netflix again.