Netflix says 'Sorry we could not reach the Netflix service (-100).'

If you see an error that says

Sorry we could not reach the Netflix service (-100)

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

Amazon Fire TV/Stick

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.

Try a different internet connection

If possible, connect your device to a different network, then try Netflix again. Some examples:

  • A different Wi-Fi network

  • A network at someone else's house

  • A mobile hotspot

If you can stream using a different internet connection, the problem might be with your home network setup. Check with whoever set up your home network to fix any potential issues.

If you're trying to stream on a work or school network, or public Wi-Fi, check with the network's administrator to make sure it supports streaming services such as Netflix. If it doesn't, you won't be able to stream Netflix TV shows or movies.

Restore your Amazon Fire TV's default settings

Please note that performing these steps will clear any data you may have stored on your Amazon Fire TV. This can include apps, saved passwords, or other information. Before continuing, please ensure you have access to the login information for any apps or services, including the password for your Wi-Fi network.

  1. Press the Home button on your remote.

  2. Select Settings.

  3. Select System or Device.

  4. Select Restore to Factory Defaults.

  5. Try Netflix again.

If you are still unable to stream after completing these steps, reach out to Amazon for further assistance.

What should I do next?

If you continue to experience this error after performing a full factory reset, there may be an unrecoverable issue with your device. Reach out to your device manufacturer for more assistance.

Smart TV

Perform a soft reset

  1. Press and hold the power button on your remote until you see Power off on-screen.

    • Your TV will power off and restart automatically. This may take a full minute to complete.

  2. If your TV does not restart after 1 minute, press the power button on your remote to restart it.

  3. Try Netflix again.

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.

If your device is already updated or no updates are available, 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.