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Netflix crashes or closes

If the Netflix app crashes or closes and takes you back to your device's menu screen or live television, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.

Blu-ray players

Blu-ray player

When does Netflix crash or close?

When you launch the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Computers

Windows computer

When does Netflix crash or close?

When you launch the app

Do you have security software installed?

Antivirus and firewall software are important tools to keep your computer secure. However, they may occasionally interfere with Netflix unintentionally. Updating or temporarily disabling your security software may help resolve these issues.

Important Disclaimer: These steps are intended for advanced computer users. Serious problems can occur if you configure your security software incorrectly. Netflix customer support cannot assist in performing these steps. If you are not comfortable updating, configuring, or disabling your security software, contact your security software manufacturer for assistance. They may be able to help you configure their software to avoid interfering with Netflix safely.

  • Install available updates for your security software. The software's manufacturer may have already corrected problems causing their product to interfere with Netflix.

  • Temporarily disable your security software and try Netflix again.

    • If the problem does not occur when your security software is disabled, this may indicate that the software is outdated or unintentionally interfering with Netflix. Re-activate it, then reach out to your security software's manufacturer to address the issue.

When you try to play a TV show or movie

Update Windows

  1. Press the Windows Key on the keyboard.

  2. Select Settings .

  3. Select Update & security.

  4. Windows will check for updates. If it doesn't, select Check for updates.

  5. Once the updates are installed, restart your computer and try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Game consoles

Xbox One

When does Netflix crash or close?

When you launch the app

Uninstall the Netflix app:

  1. Begin from the Xbox Dashboard.

  2. Select My Games & Apps.

    Note:
    You may need to scroll down to see this option.

  3. Select Apps from the options on the left.

  4. Highlight the Netflix app and press the Menu button on the controller.

  5. Select Manage App.

  6. Select Uninstall All.

  7. Select Uninstall All again to confirm.

Reinstall the Netflix app:

  1. Begin from the Home screen on your Xbox One.

  2. Scroll right to access the Store.

  3. In the Apps section, select Netflix.

    Note:
    If you do not see Netflix, select Search all apps to search for Netflix.

  4. Select Install.

  5. Once the app has finished downloading, select Launch to sign in and try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other game consoles

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Mobile Phones and Tablets

Amazon Fire tablet

When does Netflix crash or close?

When you launch the app

Update the firmware on your Linksys RE6500 AC1200 Wireless Range Extender

If your home network uses a Linksys RE6500 AC1200 Wireless Range Extender, download the latest firmware version for your region. This will be version 1.0.06.011 or later. If you experience any issues completing this update, please contact Linksys support.

If your home network doesn't use this wireless range extender, or if updating the firmware doesn't solve the problem, continue troubleshooting below.

What to do next

We're researching this error. To help us investigate, please contact Netflix Customer Service.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Android phone or tablet

When does Netflix crash or close?

When you launch the app

Update the firmware on your Linksys RE6500 AC1200 Wireless Range Extender

If your home network uses a Linksys RE6500 AC1200 Wireless Range Extender, download the latest firmware version for your region. This will be version 1.0.06.011 or later. If you experience any issues completing this update, please contact Linksys support.

If your home network doesn't use this wireless range extender, or if updating the firmware doesn't solve the problem, continue troubleshooting below.

What to do next

We're researching this error. To help us investigate, please contact Netflix Customer Service.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

iPhone, iPad, or iPod touch

When does Netflix crash or close?

When you launch the app

Update the Netflix app

  1. From the Home screen, tap the App Store icon.

  2. Tap Search, then enter "Netflix" in the search box.

  3. Tap Netflix, then tap Update.

  4. Enter your iTunes password if prompted.

  5. Once the update is complete, try Netflix again.

When you try to browse or search the app

Force close all apps

  1. Double-tap the Home button.

    • If you do not have a Home button, see our steps for iPhone X below

  2. Swipe upwards on every app preview to close all apps.

    • In iOS 6, hold your finger on each app until a red badge with a line through it appears, then tap the badge to close each app.

  3. Tap the Home button to return to the Home screen, then try Netflix again.

iPhone X:

  1. From the Home screen, swipe up and hold until you see your open apps.

  2. Swipe up on each app to close it.

  3. Once all apps have been closed, try Netflix again.

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, then drag the top slider to turn your device completely off.

    • If the sliders do not 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 to turn your device back on.

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

When you try to download a TV show or movie

Update the Netflix app

  1. From the Home screen, tap the App Store icon.

  2. Tap Search, then enter "Netflix" in the search box.

  3. Tap Netflix, then tap Update.

  4. Enter your iTunes password if prompted.

  5. Once the update is complete, try Netflix again.

When you try to play a TV show or movie

Force close the Netflix app

  1. Double-tap the Home button.

    • If you do not have a Home button, see our steps for iPhone X below.

  2. Swipe left or right until you see the Netflix app.

  3. Swipe upwards on the Netflix app preview to close it.

    • In iOS 6, hold your finger on the app until a red badge with a line through it appears, then tap the badge to close the app.

  4. Tap the Home button to return to the Home screen, then try Netflix again.

iPhone X:

  1. From the Home screen, swipe up and hold until you see your open apps.

  2. Swipe left or right until you see the Netflix app.

  3. Swipe up on the Netflix app to close it.

  4. Try Netflix again.

Reinstall the Netflix app

Note:
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.

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, then drag the top slider to turn your device completely off.

    • If the sliders do not 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 to turn your device back on.

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

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other mobile phones and tablets

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Set-top boxes or streaming media players

Amazon Fire TV/Stick

When does Netflix crash or close?

When you launch the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. Plug your device back in.

  3. Turn the device back on with the Fire TV remote.

  4. Try Netflix again.

Disable HDMI CEC

  1. From the home screen, select Settings.

  2. Select Display and Sounds.

  3. Scroll down to HDMI CEC Device Control and select Off.

  4. Try Netflix again.

Try a different power supply

The Amazon Fire TV/Stick requires a power supply of at least 2.1 amps. Try using a USB power supply that meets those requirements, then try Netflix again.

When you select a profile

Restart your device

  1. Press the Home button on your Amazon Fire TV remote.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, you may need to select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Clear the Netflix app data

  1. Press the Home button on your Amazon Fire TV remote.

  2. Scroll right and select Settings.

  3. Scroll right and select Applications.

  4. Select Manage installed applications.

  5. Locate and select the Netflix app.

  6. Scroll down and select Clear data.

  7. Select Clear data again.

  8. Scroll down and select Clear cache.

  9. Unplug your Amazon Fire TV from power for 30 seconds

  10. Plug your Amazon Fire TV back in, then try Netflix again.

Reinstall the Netflix app

Uninstall the Netflix app

  1. Press the Home button on your Amazon Fire TV remote.

  2. Select Settings.

  3. Select Applications.

  4. Select Manage All Installed Applications.

  5. Scroll down and select Netflix.

  6. Select Delete or Uninstall.

Reinstall the Netflix app

  1. From the Amazon Fire TV home screen, select Search.

  2. Type Netflix, then select Netflix.

  3. Select Netflix again.

  4. Select Download.

  5. When the download completes, select Open.

  6. Select Sign In.

  7. Enter your Netflix email address and password and try Netflix again.

When you try to play a TV show or movie

Disable HDMI CEC

  1. From the home screen, select Settings.

  2. Select Display and Sounds.

  3. Scroll down to HDMI CEC Device Control and select Off.

  4. Try Netflix again.

Try a different power supply

The Amazon Fire TV/Stick requires a power supply of at least 2.1 amps. Try using a USB power supply that meets those requirements, then try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Apple TV 2 or Apple TV 3

When does Netflix crash or close?

When you launch the app

Are you being asked to accept the Netflix Terms of Use?

You must agree to the Netflix Terms of Use to use the Netflix app. To agree, press the left button on your remote until Agree is highlighted in blue, then press the select button.

If you do not wish to agree, select Disagree. The Netflix app will then close, and you will be unable to watch Netflix.

When you try to play a TV show or movie

Update the firmware on your Apple TV

  1. From the Apple TV main menu, select Settings.

  2. Select General.

  3. Select Software Updates.

  4. Select Update Software/Update automatically.

  5. Select Download and Install.

  6. Once the update is complete, try Netflix again.​

Note:
If your Apple TV displays the message Your Apple TV is up to date and you are on a version lower than 6.2.1, we recommend contacting Apple or visiting Apple's support site for assistance. To check your firmware version, follow the steps below.

  1. From the Apple TV main menu, select Settings.

  2. Select General.

  3. Select About.

  4. Verify that your software version is 6.2.1 or above.

Test your internet connection

  1. From the main Apple TV menu, navigate to Settings.

  2. Select General.

  3. Select Network.

  4. Select Test Network.

  5. Select OK.

  6. Select Yes.

  7. Select the download speed you expect from your internet connection.

If the connection test fails, see Apple's support site for help troubleshooting your Apple TV's connection to your home network. If the test succeeds, continue on to the next step.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

Reset all settings on your Apple TV

Note:
Resetting all settings on your Apple TV (also known as a "hard reset") may clear any saved data or passwords (including Wi-Fi passwords) currently stored on the Apple TV. Perform these steps with caution if other troubleshooting steps haven't resolved the issue.

  1. Press and hold the Menu button on the Apple TV remote until you are taken to the home screen.

  2. Select Settings.

  3. Select General.

  4. Select Reset.

  5. Select Reset All Settings.

  6. Confirm that you would like to Reset All Settings.

Your Apple TV will reset itself and guide you through the initial setup process. Once you've completed setup, sign in to the Netflix app and try streaming again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Apple TV 4 or Apple TV 4K

When does Netflix crash or close?

When you launch the app

Reinstall the Netflix app

  1. From the Apple TV home screen, highlight the Netflix app.

  2. Press and hold in the center of the touchpad until the Netflix icon starts to shake.

  3. Press the play/pause button to delete the app.

  4. Select Delete again to confirm

  5. Reinstall Netflix from the App Store and try Netflix again.

Check for updates

If your Apple TV isn't up to date with the most current software updates, it can cause streaming issues. To check for updates on your Apple TV:

  1. From the Apple TV home screen, select Settings.

  2. Select System.

  3. Select Software Updates.

  4. Select Update Software.

    • If your firmware is out of date, you will see the option to Download and Install. Select it to upgrade your Apple TV firmware. Once you've downloaded any available updates (or if there were no updates available), try Netflix again.

When you try to play a TV show or movie

Restart your Apple TV

  1. Unplug your Apple TV and the TV it's connected to from power for at least 2 minutes.

  2. Plug both devices back in.

  3. Turn both devices back on.

  4. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Comcast Xfinity X1 set-top box

When does Netflix crash or close?

When you launch the app

Restart your set-top box

  1. Unplug your set-top box from power for at least 3 minutes.

  2. While the set-top box is unplugged, press the power button on the set-top box to discharge it.

  3. Plug your set-top box back in.

  4. Turn your set-top box on with the power button.

  5. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

NVIDIA Shield

When does Netflix crash or close?

When you launch the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to play a TV show or movie

Update the Netflix app

  1. From the Shield home screen, launch the Google Play Store.

  2. Scroll down to My Apps.

  3. Select the Netflix app.

  4. Select Update, then try Netflix again.

If there was no update available for Netflix, or if updating Netflix did not solve the problem, continue troubleshooting below.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Roku

When does Netflix crash or close?

When you launch the app

Restart your Roku

  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

Deactivate and reactivate the Netflix app

  1. Press the Home button to navigate to the Roku home screen.

  2. Highlight the Netflix app and press the star key on the remote.

  3. Select Remove channel.

  4. Select Remove channel again to confirm.

  5. From the home screen, select Streaming Channels.

  6. Select Movies & TV.

  7. Select Netflix.

  8. Select Add Channel.

  9. Select Go to channel.

  10. Sign in to your account and try Netflix again.

When you try to play a TV show or movie

Restart your Roku

  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other set-top boxes or streaming media players

When does Netflix crash or close?

When you launch the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to play a TV show or movie

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Sign out of Netflix

  1. Use one of the options below to get to the sign-out screen.

    • From the Netflix home screen, select Settings or the Gear icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

When you try to select a profile

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to exit the app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Smart TV

When does Netflix crash or close?

When you launch the app

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

When you try to browse or search the app

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Sign out of Netflix

  1. Use one of the options below to get to the sign-out screen.

    • From the Netflix home screen, select Settings or the Gear icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

When you try to play a TV show or movie

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Sign out of Netflix

  1. Use one of the options below to get to the sign-out screen.

    • From the Netflix home screen, select Settings or the Gear icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other devices

All other devices

We're researching this error. To help us investigate, please contact Netflix Customer Service.

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