Netflix DRM Error on Sony Devices

If you experience the error code DRM Error or DRM-14 on your Sony device, it typically points to some information on the device that needs to be refreshed. It can also point to an Internet connectivity problem. Follow the troubleshooting steps below to resolve the issue.

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.

Refresh your sign in information

  1. Begin from the Netflix home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you do not see a menu when you navigate left, navigate up and select Settings or the gear icon gear icon .

  3. Select Sign out.

  4. Select Yes to confirm.

  5. You will now be given the option to sign in as a different Netflix member.

If you cannot locate Settings or 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. You will now be given the option to sign in as a different Netflix member.

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.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions to improve your wireless connectivity:

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can create issues when you try to connect over Wi-Fi.

  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Connect your smart TV directly to your modem

If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off or unplug your smart TV.

  2. Plug your smart TV directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

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

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem.

  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your smart TV directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.

Restore your ISP's default settings

  • If you've modified your streaming device for custom connection settings, we recommend restoring your internet service provider's default settings.

  • If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet.

  • If you have changed your streaming device to a custom DNS setting, try resetting the device to acquire DNS automatically.

  • If you are unsure how to complete any of these steps, reach out to your streaming device manufacturer for more assistance.

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.