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.
Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.
If you're using a cellular data network or a satellite internet connection, try a different network if you can.
If possible, connect your phone or tablet to a different network. For example:
Try to connect to a different Wi-Fi network in range of your device.
Try to connect at someone else's house.
If you're able to watch Netflix using a different internet connection, check with whoever set up your home network to make sure it's configured properly.
If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.
If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.
If you use a custom DNS setting on your device, reset it to acquire DNS automatically.
If you need help changing the connection settings, contact the device manufacturer.
If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:
Move your router to improve signal strength. Reception is best if the router is in a central location.
Move wireless devices such as cordless phones or microwave ovens away from your router.
Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.
If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.
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 didn't work.
If you don't see the Report a Problem link, the problem has automatically been reported.
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.