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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.

Illustration of a TV with a power button symbol, a power strip, and a 15-second timer, suggesting a restart device process

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

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

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

These steps will clear any data you may have stored on your Fire TV, including apps and saved passwords. Before continuing, be sure you know the login information for any apps or services, including the password for your Wi-Fi network.

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

  2. On the right side of the screen, select Settings .

  3. Select ​My Fire TV.

  4. Select Restore to Factory Defaults.

  5. Try Netflix again.

If you still can't use Netflix after completing these steps, contact Amazon Customer Service.

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.

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

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.

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