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 usually means that the device needs to be refreshed or that there's a problem with your network connection. Follow the troubleshooting steps for your device below to fix the issue.

Blu-ray player

Check your internet connection

Try using a different app on your device that connects to the internet. You can also use your device's built-in connection test in settings.

If your device can't connect or shows a network error, it might not be connected.

For connection help, check the device user manual or contact the manufacturer.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Restart your home network

  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.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Set-top box or streaming media player

Check your internet connection

Try using a different app on your device that connects to the internet. You can also use your device's built-in connection test in settings.

If your device can't connect or shows a network error, it might not be connected.

For connection help, check the device user manual or contact the manufacturer.

Check for special characters

  1. Check for special characters such as apostrophes, symbols, or emojis in your profile name.

  2. Remove any special characters and rename your profile from your Account page on Netflix.com.

  3. Try Netflix again.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Restart your device

  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.

Smart TV

Check your internet connection

Try using a different app on your device that connects to the internet. You can also use your device's built-in connection test in settings.

If your device can't connect or shows a network error, it might not be connected.

For connection help, check the device user manual or contact the manufacturer.

Reload the Netflix app

  1. On the error screen, choose More Details.

  2. Choose Reload Netflix.

  3. Try Netflix again.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Relaunch Netflix

  1. From the error screen, select Exit.

  2. Try to open Netflix again.

Restart your home network

  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.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Xbox 360

Check your internet connection

Try using a different app on your device that connects to the internet. You can also use your device's built-in connection test in settings.

If your device can't connect or shows a network error, it might not be connected.

For connection help, check the device user manual or contact the manufacturer.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

All other devices

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

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