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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, follow the troubleshooting steps for your device below.

Blu-ray players

Blu-ray player

When does Netflix crash or close?

When you open 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 can't access the power button or your device doesn't 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 the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

At any other time

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

Computers

Windows computer

When does Netflix crash or close?

When you open the app

If you use security software
These steps are intended for advanced computer users.

  • Install any updates for your security software.

  • Temporarily turn off your security software and try Netflix again.

    • If the problem is fixed when your security software is disabled, the software may be out of date or unintentionally interfering with Netflix. Re-activate it, then contact the software manufacturer for help.

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

Video game consoles

Xbox One

When does Netflix crash or close?

When you open 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

All other game consoles

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

Mobile phones and tablets

Amazon Fire tablet

When does Netflix crash or close?

When you open 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

At any other time

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

Android phone or tablet

When does Netflix crash or close?

When you open 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

At any other time

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

iPhone, iPad, or iPod touch

When does Netflix crash or close?

When you open 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.

    • If asked, enter your Apple ID password.

  4. 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 don't have a Home button, see the steps for iPhone X below.

  2. To close all apps, swipe up on every app preview.

    • In iOS 6, press and hold 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. 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.

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.

    • If asked, enter your Apple ID password.

  4. 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 don't have a Home button, see the steps for iPhone X below.

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

  3. Swipe up 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, 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.

  1. From the home screen, tap and hold the Netflix app.

  2. Tap Remove app > Delete app > Delete.

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

  4. Tap on the free Netflix app from Netflix, Inc.

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

    Note:
    You might need to enter your Apple ID and password. If you forgot your Apple ID or password, go to the Apple support site for help.

  6. Once installed, try Netflix again.

If you can't find the Netflix app in the App Store, go to the Apple support site for help.

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.

At any other time

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

All other mobile phones and tablets

We're looking into this problem. 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 open the app

Restart your device

  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

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

  4. Select Restart.

  5. 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. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

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

  4. Select Restart.

  5. Try Netflix again.

Clear the Netflix app data

  1. On your Amazon Fire TV remote, press the Home button.

  2. Scroll right and select Settings.

  3. Scroll right and select Applications.

  4. Select Manage installed applications.

  5. Find 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

Apple TV 2 or Apple TV 3

When does Netflix crash or close?

When you open 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

Apple TV 4 or Apple TV 4K

When does Netflix crash or close?

When you open the app

Reinstall the Netflix app

Delete Netflix

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

  2. Press and hold the center of your remote's touch surface or clickpad until the Netflix icon starts to shake.

  3. Press the Play/Pause button to delete the app.

  4. Select Delete again to confirm.

Reinstall Netflix

  1. From the Apple TV home screen, open the App Store.

  2. Search for Netflix to find the app, then select Install.

  3. 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 device

  1. Turn off your device. If your device has a power cable, unplug it.

    Note:
    Make sure your device is completely off, not just in sleep or standby mode.

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

At any other time

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

Comcast Xfinity X1 set-top box

When does Netflix crash or close?

When you open 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 can't access the power button or your device doesn't 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

NVIDIA Shield

When does Netflix crash or close?

When you open 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 can't access the power button or your device doesn't 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 can't access the power button or your device doesn't 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

Roku

When does Netflix crash or close?

When you open the app

Restart your device

  1. Turn off your device. If your device has a power cable, unplug it.

    Note:
    Make sure your device is completely off, not just in sleep or standby mode.

  2. Leave your device off for 30 seconds.

  3. Turn on your device and 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 device

  1. Turn off your device. If your device has a power cable, unplug it.

    Note:
    Make sure your device is completely off, not just in sleep or standby mode.

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

At any other time

We're looking into this problem. 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 open 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 can't access the power button or your device doesn't 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 can't access the power button or your device doesn't 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. From the Netflix Home screen, open the menu on the left.

  2. Select Get Help or Settings.

  3. Select Sign out.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

Note:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

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 can't access the power button or your device doesn't 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 can't access the power button or your device doesn't 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 looking into this problem. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Smart TV

When does Netflix crash or close?

When you open 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 can't access the power button or your device doesn't 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 the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

When you try to browse or search 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 can't access the power button or your device doesn't 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. From the Netflix Home screen, open the menu on the left.

  2. Select Get Help or Settings.

  3. Select Sign out.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

Note:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

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 can't access the power button or your device doesn't 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. From the Netflix Home screen, open the menu on the left.

  2. Select Get Help or Settings.

  3. Select Sign out.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

Note:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

At any other time

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

All other devices

All other devices

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

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