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.


Ensure your network supports streaming

If you are on a work, school, hotel, or hospital public Wi-Fi network:

  • Check with your network administrator to make sure streaming services such as Netflix are supported and not intentionally blocked.
  • Note that many public networks have limited bandwidth.

If you're using a cellular data network or satellite internet:

  • If possible, try a different network. Cellular data and satellite internet connections often have slower connection speeds than cable internet or DSL.

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. 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

If you're connecting through a wireless router that's connected to your modem, and still can't connect after restarting your network, try bypassing the router and connecting directly to the modem with an Ethernet cable. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  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 gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem.
  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your device directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device 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 to improve your wireless connectivity:

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

What should I do next?

If you are still having trouble connecting to Netflix, you'll want to contact the person that set up your home network. They should be able to help resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.