Netflix Error tvq-pb-101 (5.2.5)

If you see the error code tvq-pb-101 (5.2.5), accompanied by the following message:

We're having trouble playing this title right now. Please try again later or select a different title

It usually means your device needs to be refreshed. Follow the troubleshooting steps for your device below.

Amazon Fire TV/Stick

Restart your device

  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Clear the Netflix app data

  1. On your Amazon Fire TV remote, press the Home button.

  2. Scroll right and select Settings.

  3. Scroll right and select Applications.

  4. Select Manage installed applications.

  5. Find and select the Netflix app.

  6. Scroll down and select Clear data.

  7. Select Clear data again.

  8. Scroll down and select Clear cache.

  9. Unplug your Amazon Fire TV from power for 30 seconds

  10. Plug your Amazon Fire TV back in, then try Netflix again.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

Blu-ray player

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.

Set-top box or streaming media player

Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

Smart TV

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.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

Xbox One

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.

All other devices

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

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