Why can't I connect to Netflix?

If you see a specific error code on the screen, like N8010 or NW-1-4, please search for the error code in our Help Center for details on how to solve the issue.

If the error is one of the messages below:

Cannot Connect to Netflix Cannot reach Netflix.com Netflix is Not Available
Netflix is Unavailable Unable to Connect to Netflix Android Error: Connection Failed

These messages usually point to an Internet connectivity problem that is keeping you from streaming.

Select your device from the list below for ways to resolve your connectivity problem:

A Blu-ray player, Smart TV, or Media Streamer

  1. Test the Internet connection on your device
    Many devices have an application to test the Internet Connection. If not, try opening the application store or another Internet-enabled application and check if your device is able to reach Internet services.
    • If you are unable to connect to the Internet, you may be having network connection issues.
  2. Restart the device
    Restart your device by unplugging it from power for at least 10 seconds, then plug it back in and turn it on with the power button. Restarting the device is often enough to restore your ability to connect to our service.

    Note: All devices are different. Some may take up to 15 minutes to fully restart.

  3. Make sure your device has an Electronic Serial Number
    Netflix identifies your device by using its Electronic Serial Number (ESN), which is assigned by the device manufacturer. If your device hasn't been assigned an ESN, it won't be able to connect to your Netflix account.
    1. Launch the Netflix app.
    2. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:
      • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up
    3. Look for the ESN field on the deactivation screen.
      • If there is a serial number in the ESN field, select Deactivate. Then, restart the Netflix app and sign back into your account.
      • If the ESN field is blank or empty, your device manufacturer has not successfully assigned an Electronic Serial Number to your device. Contact the manufacturer of your device for help correcting this problem before attempting to connect to Netflix.
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Apple iPad, iPhone, or iPod touch

  1. Test the Internet Connection

    Make sure your iPad, iPhone or iPod touch has an Internet connection by attempting to visit a website (such as apple.com) in a web browser (such as Safari). If the page doesn't load, or is slow to load, try turning your device's WiFi connection off and then back on. If you're still not able to connect, you may have Internet connection issues.


  2. Check the date and time on your Apple iPad, iPhone or iPod touch
    If the date and time of your device is significantly different from the current date and time, you will have a problem playing your video.
    1. Tap the Settings icon on the Home screen.
    2. Tap General.
    3. Tap Date & Time.
    4. Tap Set Date & Time.
      • If the date and time are incorrect, adjust the time until it matches your time zone.
      • Or, tap On/Off toggle to On in the Set Automatically field.
  3. Reinstall the Netflix application
    1. From the main menu, touch and hold the Netflix app on the Home screen until it jiggles.
    2. Tap the X in the top left of the Netflix icon, then tap Delete.
    3. Enter the App Store, search for "Netflix" and select the free Netflix app from Netflix, Inc.
    4. Tap the Install button. You will need to enter your iTunes password to install the app.
    5. Once installed, tap the Netflix icon.
    6. Enter the email and password for your Netflix account and tap Sign In.
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Apple TV

  1. Test the Internet connection on the Apple TV
    1. From the main Apple TV menu, navigate to Trailers.
      • If you don't see Trailers: Select Movies, then In Theaters.
    2. Select any title and click Play. If trailer plays, the device is connected to the Internet.
    3. If you are unable to connect to the Internet, you may be having network connection issues.
  2. Powercycle the Apple TV
    1. Unplug the power cable either from the back of the Apple TV or from the wall.
    2. Wait 5 seconds and plug the device back in.
  3. Try to play the title again after restarting your Apple TV

    After you've restarted the Apple TV, you may need to sign out and back into your Netflix account if you're still seeing an error message when launching the app or when you start playback.

    1. Launch the Netflix app. If you get an error when launching the app:
      • Press the Play button on the Apple TV remote while the error is on your screen.
      • Select Deactivate/Sign out.
      • After you've signed out, enter your Netflix login information to sign back into Netflix.
    2. Try to play your movie or TV show. If you get an error when you start playback:
      • Press the Menu button on the Apple TV remote until you're on the "Who's Watching Netflix?" screen.
      • Select the Signout option from the menu.
      • After you've signed out, enter your Netflix login information to sign back into Netflix.
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.


  5. Update the Apple TV firmware
    1. From the main menu, select Settings.
    2. Select General.
    3. Select Update Software.
      • If your firmware is out of date, you will see the option Download and Install. Select it to upgrade your Apple TV firmware.

Microsoft Xbox 360

  1. Test the Internet Connection on the Xbox 360
    1. From the Xbox 360 main menu, select Settings, then System, and then Network Settings.
    2. Select Wired Network or Wireless Network depending on how you connect to the Internet.
    3. Select Test Xbox LIVE Connection and agree to Continue.
      • If you are unable to connect to the Internet, you may be having network connection issues.
  2. Disconnect and Reconnect the Netflix application
    1. Launch the Netflix app from the XBox 360 Home screen.
    2. Once inside the Netflix app, press the red B button on the Xbox 360 controller.
    3. From the onscreen in-app menu, select the gear icon () on the right.
    4. Select Sign out.
    5. Select Yes to confirm.
    6. You can now sign back into your Netflix account.
  3. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Microsoft Xbox One

  1. Test the Internet Connection on Your Xbox One
    1. Press the Menu button on your Xbox One controller, or select Settings from the Home screen.
    2. Select Network. Your Network Status should be displayed.
    3. Select Test Network Connection.

    The test will indicate if you have a healthy connection, or if you need to make changes to the network configuration settings on your Xbox One.


  2. Disconnect and Reconnect the Netflix application
    1. Launch the Netflix application from the Xbox One Home screen.
    2. Once inside the Netflix app, press the Menu button on the Xbox One controller.
    3. Select Settings from the in-app menu.
    4. Select Log Out.
    5. You can now sign back in to your Netflix account.

  3. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Nintendo Wii

  1. Test your Internet Connection
    1. From the main menu you see after turning on the Wii, select the Wii icon in the bottom left.
    2. Select Wii Settings.
    3. Press the arrow on the right to go to the next page of settings, and select Internet.
    4. Select Connection Settings.
    5. Select Wired if you have a wire connecting your Nintendo Wii to the Internet, or select Wireless if you're using a wireless internet connection.
    6. Select Connection Test.
    7. Select OK.
      • If you are unable to connect to the Internet, you may be having network connection issues.
  2. Reset the Netflix Channel
    1. From the Nintendo Wii Home Screen, select the Wii icon in the bottom left-hand corner.
    2. Select Data Management > Saved Data > Wii > Netflix > Erase > Yes.
    3. Press Back until you return to the Wii menu and select the Netflix Channel.
    4. Once launched, select Start to enter the channel.
    5. "Are you a Netflix member?" will appear. Select Yes.
    6. Enter your Netflix email address and password then select Continue.
  3. Set DNS to Automatic
    1. From the home screen, select the settings icon
    2. Select Internet Settings
    3. Select Connection Settings
    4. Select the connection file, and then Change Settings
    5. Select the right arrow, and then select DNS
    6. Next to Auto-Obtain DNS, select Yes
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Nintendo Wii U

  1. Test your Internet Connection
    1. From the Nintendo Wii U home screen, select System Settings.
    2. Select Internet.
    3. Select Connect to the Internet.
    4. Select Connections.
    5. Select your home network name.
    6. Select Connection Test.
    7. Select OK.
      • If you are unable to connect to the Internet, you may be having network connection issues.
  2. Remove and Reinstall the Netflix Channel

    Removing the Netflix Channel:

    1. From the Nintendo Wii U home screen, select System Settings.
    2. Select Data Management.
    3. Select Move/Delete Data.
    4. Select System Memory.
    5. Select Netflix.
    6. Select Shared Save Data.
    7. Select Delete.
    8. Confirm Delete.
    9. Select OK.
    10. Press Back until you return to the Wii U menu and select Netflix.

    Reinstalling the Netflix Channel:

    1. Access the Nintendo eShop Channel.
    2. Search for Netflix (Search is located in upper right).
    3. Download the Netflix channel.
    4. Once Netflix has finished downloading, return to the Wii U main menu.
    5. Select the Netflix channel.
    6. Select Member Sign-in.
    7. Enter your Netflix email and password and then select Continue.
  3. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Nintendo 3DS

  1. Test the Internet Connection
    1. Select the Home button.
    2. Select the Wrench icon.
    3. Select Open.
    4. Select Internet Settings.
    5. Select Connection Settings.
    6. Select your connection.
    7. Select Connection Test. The message "Testing Connection" will appear.

    If the connection test succeeds, your Nintendo 3DS has a working Internet connection.

    If the test fails, network troubleshooting help is available on Nintendo's support site.

  2. Check Date and Time Settings
    1. Press the Home button.
    2. Select the Wrench icon.
    3. Select Open.
    4. Select Other Settings.
    5. Select Date and Time.
    6. Select Today's Date.
    7. Set date and press OK. The message "The date has been set" will appear.
    8. Select Current Time.
    9. Set time and press OK. The message "The time has been set" will appear.
    10. Select Back twice and then Close to return to the Home menu.
  3. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Sony Playstation 3

  1. Test your Internet Connection
    1. From the PS3 main menu, navigate to Settings.
      • If you're not already at the main menu, hold the PS3 button in the middle of the controller, select Quit, then select Yes to return to the home screen.
    2. Select Network Settings.
    3. Select Internet Connection, and verify it is set to Enabled. If it’s Disabled, make sure to select Enable.
    4. Select Internet Connection Test.
      • If you are able to connect to the Internet, check your date and time settings.
      • If you are unable to connect to the Internet, you may be having network connection issues.
  2. Refresh your Netflix Iogin information
    1. Begin from the PS3 Home Screen.
      • If you're not already at the home screen, hold the PS3 button in the middle of the controller, select Quit, then select Yes to return to the home screen.
    2. Navigate to the TV/Video Services section and highlight Netflix.
    3. Press X.
    4. Immediately after pressing X, press and hold both Start and Select and continue to hold them down until a message appears asking Do you want to reset your Netflix settings and re-register?
    5. Select Yes.
    6. Enter your Netflix email address and password.
  3. Reinstall the Netflix application
    1. From the PS3 Home Screen, navigate to the TV/Video Services section and highlight Netflix.
      • If you're not already at the home screen, hold the PS3 button in the middle of the controller, select Quit, then select Yes to return to the home screen.
    2. Press the Triangle button on the Playstation controller.
    3. Select Delete.
    4. Select Yes.
    5. Download the Netflix application to your PS3.
    6. From the PS3 home screen, navigate to the TV/Video Services section and select the Netflix icon.
    7. Select Sign In on the Welcome screen.
      • You may be prompted to sign in to your PlayStation Network (PSN) account first.
    8. Enter your Netflix email address and password.
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Sony Playstation 4

  1. Test your Internet Connection
    1. Begin from the PS4 Home screen.
      • If you're not already at the main menu, hold the PS button in the middle of the controller, select Close Application, then select OK to return to the Home screen.
    2. Press Up on the D-pad.
    3. Select Settings.
    4. Select Network.
    5. Select Test Internet Connection.
  2. Refresh your Netflix login information
    1. Launch the Netflix app.
    2. Press O on the controller.
    3. Select the gear icon.
    4. Select Sign Out.
    5. Select Yes.
  3. Reinstall the Netflix application
    1. Begin from the PS4 Home Screen.
      • If you're not already at the home screen, hold the PS button in the middle of the controller, select Close Application, then select OK to return to the home screen.
    2. Navigate to the TV & Video section and highlight Netflix.
    3. Press the Options button on the Playstation controller.
    4. Select Delete.
    5. Select OK.
    6. Download the Netflix application.
    7. From the PS4 Home screen, navigate to the TV & Video section and select the Netflix icon.
    8. Select Sign In on the Welcome screen.
      • You may be prompted to sign in to your PlayStation Network (PSN) account first.
    9. Enter your Netflix email address and password.
  4. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

Sony Playstation Vita

  1. Test the Internet Connection

    Follow the instructions below to be sure that your Sony PlayStation Vita (PS Vita) has a working Internet connection:

    1. From the PS Vita main menu, navigate to Settings.
    2. Select Start.
    3. Select Network.
    4. Select Internet Connection Test.

    If the Internet Connection Test succeeds, your device is connected. If the test fails, visit Sony's support site for more help.


  2. Refresh your Netflix login information
    1. Launch the Netflix app.
    2. Using the arrows on your remote, enter the following sequence:
      Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up
    3. Select Deactivate.
    4. Connect your Netflix Account to your PS Vita

  3. Troubleshoot your Internet Connection

    If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

    Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

An Android device

Android Error Connection Failed
If you experience the error "Connection failed. If you want to retry, please select the retry button. If you want to exit the application, please select the Exit button" immediately or intermittently after opening the app, this is typically due to a connection error. Follow the steps below to resolve.
  1. First, determine if your device is receiving an Internet connection at all. The best way to test this is by opening another Internet connected application or an app store on the device. If other services also fail to connect, you'll want to reach out to the manufacturer for assistance connecting your device to the Internet.
  2. If your device is connected to the Internet but you are still getting the error, turn your device completely off, then turn it back on.
  3. Still having issues? Try connecting your device to another Internet source--a cellular data network, a wireless network, or a different wireless network than the one you're currently connected to.
If you are still having trouble or have any questions about these steps, visit your device manufacturer's support site or your cellular carrier's support site for more help.
Troubleshoot your Internet Connection

If the steps above haven't helped you resolve the issue, it usually means there's a slightly deeper problem that's keeping you from streaming.

Our article to help troubleshoot network connection issues will help you address any persisting network connectivity problems and help resolve the issue.

If you've tried the steps above and still can't connect to Netflix, check to see if we've reported any service outages. It's pretty rare, but sometimes we have problems connecting to the Internet, too.

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