Netflix Error 1002

If you experience the error code 1002 on your Apple TV, iPhone, iPad, or iPod touch, often accompanied by the following message:

Cannot play movie. Please try again later.

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.

Apple TV

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

iPhone, iPad, or iPod touch

Restart your iPhone, iPad, or iPod touch

  1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

  2. After 10 seconds, press the Sleep/Wake button.

  3. Once your device powers on, try Netflix again.

Reinstall the Netflix app

Deleting the Netflix app will also delete any TV shows or movies you have downloaded. You may need your Apple ID and password to reinstall the app.
  1. From your device's home screen, tap and hold the Netflix app until it shakes.

  2. In the top left corner of the Netflix icon, tap the X, then tap Delete. Once deleted, press the Done or Home button to stop the shaking.

  3. Open the App Store and search for "Netflix."

  4. Select the free Netflix app from Netflix, Inc.

  5. To install the app, tap the cloud icon.

  6. Once installed, try Netflix again.

Test your internet connection

You can test your device's connection to the internet by trying to visit a webpage, such as

If Safari says it can't open the page because your device is not connected to the internet, you might need to troubleshoot your home network or your device's connection to the internet. See Apple Support for more help.

Once you're connected to the internet, try Netflix again.