Netflix says 'Unable to connect to Netflix.'

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

This error happens when data stored on your device needs to be refreshed, or an issue with your network stops your device from reaching Netflix.

To fix the problem, follow the steps for your device.

Smart TV

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:
Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

  • Check the instructions or manual that came with your device.

  • Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

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

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

Streaming media player

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:
Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

  • Check the instructions or manual that came with your device.

  • Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

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.

Blu-ray player

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:
Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

  • Check the instructions or manual that came with your device.

  • Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

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

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

  • Check for an internet outage in your area.

  • Fix common router or modem issues and incorrect network settings.

  • Restart or reset your network's connection.

While talking with your ISP, let them know:

  • Whether the issue happens only on one device, or other devices on the same network.

  • Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

  • Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

  • Try playing Netflix again to make sure the problem is fixed.

Xbox 360

Check your internet connection

You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.

If other apps don't work or you get a network error, it usually means your device isn't connected.

Note:
Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.

To get the connection steps for your device:

  • Check the instructions or manual that came with your device.

  • Contact the device's manufacturer for help connecting your device to the internet.

If your device is connected and you still have issues, go to the next steps.

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.

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