Why can't I connect to Netflix?

If you encounter one of the error messages below:

Sorry, we are unable to reach the Netflix service. Please try again later or visit www.netflix.com
Cannot Connect to Netflix Cannot reach Netflix.com Netflix is Not Available
Netflix is Unavailable Unable to Connect to Netflix Android Error: Connection Failed

You may be experiencing an Internet connectivity problem that is keeping you from streaming. To resolve this error, follow the troubleshooting steps below.

Are you using a public, cellular, or satellite Internet connection?

If you are on a work, school, hotel, or hospital public WiFi:

  • 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 commonly have slower connections speeds than cable Internet or DSL.

Once you've made sure the Internet connection you're using is suitable for streaming, select your device from the list below for ways to resolve your connectivity problem.

A Blu-ray player or Smart TV

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.

Restart the device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.

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

Sign out of your device

  1. Launch the Netflix app.
  2. On the error screen, select More Info and continue to Step 3. If you don't see More Info, continue below.
    • Navigate up and select Settings or the Gear icon and continue to Step 3. If you don't have Settings or the Gear icon , continue below.
      • 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. Select Sign Out or Deactivate.
  4. Once signed out, sign back in and try Netflix again.

Check the date and time settings
There may be a problem playing a video if the date and time set on your device are incorrect.
  • If the date and time on your device are correct, continue troubleshooting.
  • If the date and time on your device are incorrect, see your owner's manual or manufacturer's support website for instructions on setting the date and time.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Apple iPad, iPhone, or iPod touch

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.

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.
    • If the date and time are incorrect, tap either the date or time to adjust them, or simply toggle the Set Automatically field to On.

Uninstall/Reinstall the Netflix app

Make sure the issue isn't being caused by an outdated version of the Netflix app by removing it from your iOS device and reinstalling it.

  1. From the main menu, touch and hold the Netflix app on the Home screen until it shakes.
  2. Tap the X in the top left corner of the Netflix icon, then tap Delete. (Once deleted, press the Home button to stop the shaking).
  3. Enter the App Store, search for "Netflix" and select the free Netflix app from Netflix, Inc.
  4. Tap the cloud icon. 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.

After signing back in to Netflix, attempt to stream your movie or TV show again.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Apple TV 2 or 3

Test the Internet connection on the Apple TV
  1. From the main Apple TV menu, navigate to Settings.
  2. Select General.
  3. Select Network.
  4. Select Test Network.
  5. Select OK.
  6. Select Yes.
  7. Select the download speed you expect from your internet connection.

If the connection test fails, see Apple's support site for help troubleshooting your Apple TV's connection to your home network. If the test succeeds, continue on to the next step.

Powercycle the Apple TV
  1. Unplug your Apple TV and the TV it's connected to for at least 1 minute.
  2. Plug both devices back in.
  3. Turn both devices back on.
  4. Try Netflix again.

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.

Update the firmware on your Apple TV 2 or 3
  1. From the Apple TV main menu, select Settings.
  2. Select General.
  3. Select Software Updates.
  4. Select Update Software/Update automatically.
  5. Select Download and Install.
  6. Once the update is complete, launch Netflix and attempt to stream again.​

Note: If your Apple TV displays the message "Your Apple TV is up to date" and you are on a version lower than 6.2.1, we recommend contacting Apple or visiting https://support.apple.com/HT202716 for support. To check your firmware version, follow the steps below.

  1. From the Apple TV main menu, select Settings.
  2. Select General.
  3. Select About.
  4. Verify that your software version is 6.2.1 or above.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Apple TV 4

Powercycle the Apple TV
  1. Unplug your Apple TV and the TV it's connected to for at least 1 minute.
  2. Plug both devices back in.
  3. Turn both devices back on.
  4. Try Netflix again.

Sign out of your device

  1. Launch the Netflix app.
  2. On the error screen, select More Info and continue to Step 3. If you don't see More Info, continue below.
    • Navigate up and select Settings or the Gear icon and continue to Step 3. If you don't have Settings or the Gear icon , continue below.
  3. Select Sign Out.
  4. Once signed out, sign back in and try Netflix again.

Update the firmware on your Apple TV 4
  1. From the Apple TV main menu, select Settings.
  2. Select System.
  3. Select Software Updates.
  4. Select Update Software.
  5. Select Download and Install.
  6. Once the update is complete, launch Netflix and attempt to stream again.​

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Roku

Check the date and time settings

There may be a problem playing a video if the date and time set on your device are incorrect.

Roku 1

  1. From the Roku home menu, select Settings.
  2. Navigate to Time settings and press Ok.
    • If the date and time on your device are correct, continue troubleshooting.
    • If the date and time on your device are incorrect, set the date and time to the correct setting.

Roku 2 and later

  1. From the Roku home menu, select Settings.
  2. Navigate to the System option.
  3. Select Time.
    • If the date and time on your device are correct, continue troubleshooting.
    • If the date and time on your device are incorrect, set the date and time to the correct setting.

Test the Internet connection on your device

To ensure that your Roku's connection to the Internet is functioning properly, see our steps for How do I test the Internet connection on my Roku device?

Restart the device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.

Sign out of Netflix

Follow the sign out steps for your Roku model to sign out of Netflix. Once you have signed out, sign back in and try Netflix again.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

TiVo

Test the Internet connection on your device
To test the Internet connection on your TiVo, follow the steps below appropriate for your model.

Series4 and newer DVRs Series3 and older DVRs
From TiVo Central:
  1. Select Settings & Messages
  2. Select Settings
  3. Select Network
  4. Select View network diagnostics
  5. Select Test Internet connection.
From TiVo Central:
  1. Select Messages & Settings
  2. Select Settings
  3. Select Phone & Network
  4. Select View network diagnostics
  5. Select TiVo service connection.

Restart the device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.

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

Deactivate and reactivate your TiVo.
To deactivate your TiVo, follow the steps below that are appropriate for your model.

Series4 and newer DVRs Series3 and older DVRs
From TiVo Central:
  1. From the TiVo home screen, go to TiVo central.
  2. Choose Settings & Messages.
  3. Select Account & System info.
  4. Select Netflix Account Information.
  5. Select Deactivate this device.
From TiVo Central:
  1. Select Video On Demand.
  2. Select Netflix.
  3. Select Netflix Account Information.
  4. Select Deactivate this device.

After you've deactivated your TiVo, launch Netflix again and enter your Netflix e-mail and password to reactivate.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

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.

Test your internet connection

  1. Open the Netflix application.
  2. Select the menu icon.
    Note: Some Android devices have a menu button on the actual device, other devices have an icon you can select within the Netflix application.
  3. Select About.
  4. Within the Diagnostics section, select Network.
  5. Select Start Test.

If your connection test was unsuccessful, you'll want to reach out to the manufacturer for assistance connecting your device to the Internet.

OR

Simply try another Internet based application.

If other applications are not working either, you'll want to reach out to the manufacturer for assistance connecting your device to the Internet.

Restart your device

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.

Try a different network

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 network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Set-top Boxes

Exit and relaunch the Netflix app
  1. Begin from the Netflix home screen.
  2. Locate the Menu Row
  3. Select the Gear icon on the right.
  4. Select Exit.
  5. Select Yes to confirm.
  6. Select Netflix to relaunch the app and attempt to stream again.

Sign out then sign in

  1. Begin from the Netflix home screen.
  2. Locate the Menu Row.
  3. Select the Gear icon on the right.
  4. Select Sign out.
  5. Select Yes to confirm.
  6. You will now be given the option to sign in again.

Powercycle your set-top box

  1. Unplug your set-top box for at least one minute, then plug it back in.
  2. Relaunch the Netflix app.
  3. If you're still unable to connect, please reach out to your Internet service provider for further assistance.

Streaming Media Players

Check the date and time settings
There may be a problem playing a video if the date and time set on your device are incorrect.
  • If the date and time on your device are correct, continue troubleshooting.
  • If the date and time on your device are incorrect, see your owner's manual or manufacturer's support website for instructions on setting the date and time.

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.

Restart the device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.

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

Check for ESN, then deactivate the device

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. Locate the Menu row.
  3. Select Settings or the Gear icon and continue to Step 4.
    If you don't have Settings or the Gear icon continue below.
    1. 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
  4. 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.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

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.