Netflix says 'The Netflix services have experienced an internal error.'

If you see an error message that says

The Netflix services have experienced an internal error

It typically points to information stored on your Roku that needs to be refreshed. Follow the troubleshooting steps below to resolve the issue.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart the Netflix app

  1. Exit the Netflix app.

  2. Open the Netflix app and try to stream 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.

Test your internet connection

To ensure that your Roku's connection to the internet is functioning properly, follow the steps for your Roku model below.

Roku 1

  1. From the Roku Home screen, select Settings.

  2. Select Network.

If Connection status is Unable to connect, please visit Roku's support site for more help.


Roku 2 and MHL Streaming Stick

  1. From the Roku Home screen, select Settings.

  2. Select Network.

  3. Select Connection Status.

If Connection status is Unable to connect, please visit Roku's support site for more help.


Roku 3 and HDMI Streaming Stick

  1. From the Roku Home screen, select Settings.

  2. Select Network.

  3. Select the Network connection that has a check mark next to it.

  4. Confirm the status of the Network Connection with the information displayed on the right side of the screen.

If Connection status is Unable to connect, please visit Roku's support site for more help.

Restart your home network

  1. Unplug your Roku from power.

  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. Plug in your Roku and try Netflix again.

Connect your Roku directly to your modem

  1. Unplug your Roku from power.

  2. Plug your Roku directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Plug in your Roku and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix directly through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.