Why can't I connect to Netflix?

If you encounter an error message that looks like one of the 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. These error messages are sometimes accompanied by an error code beginning with UI, AIP, or NW. To resolve this error, try the 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 10 seconds.
  2. Plug your device back in.
  3. 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. 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.

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.
  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.

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.

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

Test the Internet connection on the Apple TV
  1. From the Apple TV main menu, navigate to Settings.
  2. Select General.
  3. Select Network.
  4. Select Test Network.
  5. Select OK.

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 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.

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
  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 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.

Google Chromecast

Close the Netflix application
Try completely closing then reopening the Netflix application. Once Netflix is reopened, select something to play. If you're still running into issues, continue troubleshooting below.

Reboot Chromecast
Unplug the power source from your Chromecast for 15 seconds, then plug it back in and allow Chromecast to reboot. Once your Chromecast is powered back on, select something to play. If you're still running into issues, continue troubleshooting below.

Reset the settings on your Chromecast
  1. Hold the button on the Chromecast for up to 25 seconds, or until the indicator light begins flashing.
    Note: Resetting Chromecast will erase any settings previously saved on the device. See here to set up the Chromecast with your device again.
  2. Once you have reset the device, reconnect it to your Netflix account.

Microsoft Xbox 360

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 the test shows that you're connected to the Internet, continue troubleshooting below.
    • If the test was unsuccessful, here are some steps to resolve network connection issues.

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.

Delete Netflix Saved Data

  1. Select Settings from the Xbox Dashboard.
  2. Select System.
  3. Select Storage.
  4. Select All Devices if present, or select the first device listed. This will most likely be Memory Unit, USB storage, or Hard Drive.
  5. Select Games and Apps.
  6. Select Netflix, Netflix Saved Game, Delete, and Yes.

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

Microsoft Xbox One

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.

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.

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

Nintendo Wii

For help with this issue, please visit Troubleshoot Netflix Issues on your Nintendo Wii.

Nintendo Wii U

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.

Refresh your Netflix login information
  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. Select Delete again to confirm.
  9. Select OK.
  10. Press Back until you return to the Wii U menu and select Netflix.
  11. Select Member Sign In
  12. Enter your Netflix email address and password then select Continue.

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

Nintendo 3DS

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.

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.

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.

  1. From the Roku Home Menu select Settings.
  2. Depending on your Roku model navigate to either Time or Time Zone & Clock.
    • 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 10 seconds.
  2. Plug your device back in.
  3. Turn your device on with the power button.

Deactivate and Reactivate your Roku player
To deactivate and reactivate your Roku player, see our steps for disconnecting your Roku from your Netflix account, then select the steps for your Roku model.

If you're still not able to connect to Netflix after deactivating and reactivating your Roku, continue to the next step.

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

Sony Playstation 3

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.

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.

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.

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

Sony Playstation 4

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.

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.

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.
    • Once Netflix has been deleted, the icon will still appear on your PS4's Home screen.
  6. Select the Netflix icon. The PlayStation store will launch.
  7. Select the Download icon.
  8. Once Netflix has finished downloading, select Start.
  9. Select Sign In on the Welcome screen.
    • You may be prompted to sign in to your PlayStation Network (PSN) account first.
  10. Enter your Netflix email address and password.

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

Sony Playstation Vita

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.

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

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 10 seconds.
  2. Plug your device back in.
  3. 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 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

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 10 seconds.
  2. Plug your device back in.
  3. 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. 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.

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.

Wait time: less than 1 minute