Netflix Error (-12)

If you experience the error code (-12), often accompanied by one of the following messages:

Sorry We Cannot Reach the Netflix Service

There is a problem connecting to Netflix. Please try again later.

It typically points to a network connectivity issue that is preventing your device from reaching the Netflix service. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

Restart your home network

Turn off your device, then unplug your modem and router from power.
After 30 seconds, plug in your modem and router.
Wait 1 minute, then turn on your device.
Try Netflix again.

Note:

Some devices, modems, and routers might take longer to reconnect to the Internet.

Android TV

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:

Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

Check the instructions or manual that came with your device.
Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

Restart your home network

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.

Contact your internet service provider

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

Check for an internet outage in your area.
Fix common router or modem issues and incorrect network settings.
Restart or reset your network's connection.

While talking with your ISP, let them know:

Whether the issue happens only on one device, or other devices on the same network.
Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
Try playing Netflix again to make sure the problem is fixed.