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

Make sure you're connected to the internet

Test your internet connection by doing one of these steps:

  • Run a network connection test from your device settings.

  • Try a different app that uses internet on your device.

If the connection test fails or you can’t open another app, then your device isn't connected to the internet. Ask your device manufacturer for help getting it connected.

If the connection test works, or you can open another app, continue to the steps below.

Sign out of Netflix

  1. Go to the sign-out screen:

    • If you're still on the error screen, select More Info or More Details.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't see Reset, select Sign Out or Deactivate.

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

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.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Set-top box or streaming media player

Make sure you're connected to the internet

Test your internet connection by doing one of these steps:

  • Run a network connection test from your device settings.

  • Try a different app that uses internet on your device.

If the connection test fails or you can’t open another app, then your device isn't connected to the internet. Ask your device manufacturer for help getting it connected.

If the connection test works, or you can open another app, continue to the steps below.

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. Go to the sign-out screen:

    • If you're still on the error screen, select More Info or More Details.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't 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 can't access the power button or your device doesn't 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 doing one of these steps:

  • Run a network connection test from your device settings.

  • Try a different app that uses internet on your device.

If the connection test fails or you can’t open another app, then your device isn't connected to the internet. Ask your device manufacturer for help getting it connected.

If the connection test works, or you can open another app, continue to the steps below.

Reload the Netflix app

  1. On the error screen, select More Details.

  2. Select Reload Netflix.

  3. Once the app reloads, try Netflix again.

If you can't complete these steps, continue troubleshooting below.

Sign out of Netflix

  1. Go to the sign-out screen:

    • If you're still on the error screen, select More Info or More Details.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset.

    • If you don't see Reset, select Sign Out or Deactivate.

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

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.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Xbox 360

Make sure you're connected to the internet

Test your internet connection by doing one of these steps:

  • Run a network connection test from your device settings.

  • Try a different app that uses internet on your device.

If the connection test fails or you can’t open another app, then your device isn't connected to the internet. Ask your device manufacturer for help getting it connected.

If the connection test works, or you can open another app, continue to the steps 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 Settings .

  3. Select Sign out.

  4. Select Yes to confirm.

  5. Sign back in and try Netflix again.

If you can't find the Settings 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're researching this error. To help us investigate, please contact Netflix Customer Service.