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Netflix says 'Sorry, we could not reach the Netflix service. (-116)'

If you see an error on your Android phone or tablet that says

Sorry, we could not reach the Netflix service. Please try again later. If the problem persists, please visit the Netflix website (-116).

Follow the troubleshooting steps below to resolve the issue.

If you press OK on the error message, you may be signed out of your device and sent to the sign in page. If this occurs, please sign in again using the same account and try to watch another TV show or movie. If this error message reappears, continue troubleshooting below.

Turn your device off, then back on

Tablet with power icon indicating turn off process

  1. Turn off your phone or tablet. Make sure it's turned off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Contact the device manufacturer

These steps may remove apps, data, or settings saved on your device. Before you continue, make sure to have your Wi-Fi name and password and Netflix sign-in information ready.

To fix this issue, you'll need to contact the company that made your device.

When you talk to them, ask for their help with these steps. After each step, try Netflix again to see if it fixed the problem.

  1. Update your device's firmware or software to the latest version.

  2. Restore your device to its original settings, like when you first got it.

If they can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.

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