Netflix says 'Unable to connect to Netflix.'

If you see an error that says

Unable to connect to Netflix. Please try again or visit: www.netflix.com/help

It typically points to information stored on the device that needs to be refreshed or to a network connectivity issue that is preventing your device from reaching the Netflix service. Follow the troubleshooting steps for your device below to resolve the issue.

Blu-ray Player

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for further assistance.

  • If your connection test is successful or you're able to open other services or apps, continue troubleshooting below.

Sign out of Netflix

  1. On the error screen in the Netflix app, select More Info or More Details and continue to Step 2. If you don't see More Info or More Details, continue below.

    • Navigate up and select Settings or the Gear icon and continue to Step 2. If you don't see 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

  2. Select Reset.

    • If you do not see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

Restart your home network

For this step, make sure to leave your Blu-ray player and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off or unplug your Blu-ray player.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your Blu-ray player back on and try Netflix again.

What should I do next?

If you have completed the steps above but are still having issues connecting to Netflix, you'll want to contact your internet service provider. They can help you resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.

Set-top Box or Streaming Media Player

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for further assistance.

  • If your connection test is successful or you're able to open other services or apps, continue troubleshooting below.

Check for special characters, symbols, or emojis

  1. Check if there are any special characters, symbols, or emojis in your profile name.

  2. If special characters, symbols, or emojis are present, remove them and rename your profile from your Account page on Netflix.com.

  3. Try Netflix again.

Sign out of Netflix

  1. On the error screen in the Netflix app, select More Info or More Details and continue to Step 2. If you don't see More Info or More Details, continue below.

    • Navigate up and select Settings or the Gear icon and continue to Step 2. If you don't see 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

  2. Select Reset.

    • If you do not see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

Restart your 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.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Smart TV

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for further assistance.

  • If your connection test is successful or you're able to open other services or apps, continue troubleshooting below.

Reload the Netflix app

  1. Select More Details on the error screen.

  2. Select Reload Netflix.

  3. Once the app reloads, try Netflix again.

If you were unable to complete these steps, continue troubleshooting below.

Sign out of Netflix

  1. On the error screen in the Netflix app, select More Info or More Details and continue to Step 2. If you don't see More Info or More Details, continue below.

    • Navigate up and select Settings or the Gear icon and continue to Step 2. If you don't see 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

  2. Select Reset.

    • If you do not see Reset, select Sign Out or Deactivate.

  3. Once you are signed out, sign back in and try Netflix again.

Relaunch Netflix

  1. Select Exit from the error screen.

  2. Attempt to launch Netflix again.

Restart your home network

For this step, make sure to leave your smart TV and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off or unplug your smart TV.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your smart TV back on and try Netflix again.

What should I do next?

If you have completed the steps above but are still having issues connecting to Netflix, you'll want to contact your internet service provider. They can help you resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.

Xbox 360

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for further assistance.

  • If your connection test is successful or you're able to open other services or apps, continue troubleshooting below.

Sign out of Netflix

  1. While inside the Netflix app, press the red B button on the Xbox 360 controller.

  2. From the on-screen menu, select the gear icon on the right.

  3. Select Sign out.

  4. Select Yes to confirm.

  5. Sign back in and try Netflix again.

If you cannot locate the gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:

    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. Select Sign out, Start Over, Deactivate, or Reset.

  3. Sign back in and try Netflix again.

All other devices

We are currently researching this error. To help us investigate, please contact customer service.