Netflix Error tvq-pb-101 (5.2.12)

If you see the error code tvq-pb-101 (5.2.12), often 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 that there's information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue.

Smart TV

Restart your Smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

Blu-ray player

Restart your device

  1. Power your device completely off for at least 15 seconds.

  2. Power your device back on.

  3. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

PlayStation 4

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

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

    • If you were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

Xbox One

Restart your Xbox
  1. Turn off your Xbox.

  2. Unplug the power cord from the back of the console for at least 1 minute.

  3. While your Xbox is unplugged, press and hold the power button on the console for 5 seconds to discharge it.

  4. Plug your Xbox back in.

  5. Turn your Xbox on with the power button and try Netflix again.

Comcast Xfinity X1 set-top box

Reset the Netflix app

  1. Press the Xfinity button on your remote.

  2. Press the A button on your remote.

  3. Scroll to the right and select Reset Netflix.

  4. Select Reset Netflix again to confirm.

  5. Select Restart Netflix.

  6. Sign back in and try Netflix again.

Restart your device

  1. Press the Xfinity button on your remote.

  2. Press the A button on your remote.

  3. Select Restart.

  4. Confirm that you want to restart the device.

  5. When the device finishes restarting, try Netflix again.

Use a supported video cable

The cables connecting your Xfinity X1 set-top box to your TV may be preventing Netflix from playing. To fix this issue:

  1. Make sure you're using an HDMI cable to connect the set-top box to the TV.

  2. Remove any other non-HDMI cables connecting the two devices.

The issue will continue if any non-HMDI cables are still connecting the two devices. To see what these cables look like, visit Comcast's support site.

If these steps didn't fix the issue, continue to the next steps below.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

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

    • If you were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

Cox Contour set-top box

Reset the Netflix app

  1. Press the Contour button on your remote.

  2. Press the A button on your remote.

  3. Scroll to the right and select Reset Netflix.

  4. Select Reset Netflix again to confirm.

  5. Select Restart Netflix.

  6. Sign back in and try Netflix again.

Restart your device

  1. Press the Contour button on your remote.

  2. Press the A button on your remote.

  3. Select Restart.

  4. Confirm that you want to restart the device.

  5. When the device finishes restarting, try Netflix again.

Use a supported video cable

The cables connecting your Cox Contour set-top box to your TV may be preventing Netflix from playing. To fix this issue:

  1. Make sure you're using an HDMI cable to connect the set-top box to the TV.

  2. Remove any other non-HDMI cables connecting the two devices.

The issue will continue if any non-HMDI cables are still connecting the two devices. To see what these cables look like, visit Cox's support site.

If these steps didn't fix the issue, continue to the next steps below.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

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

    • If you were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

All other set-top boxes

Restart your device

  1. Unplug your set-top box from power for at least 2 minutes.

  2. Plug your set-top box back in.

  3. Try Netflix again.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

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

    • If you were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

If these steps do not resolve your issue, there may be an issue with the Digital Rights Management (DRM) software on your device. Reach out to your device manufacturer for further assistance.

All other devices

We're researching this error. To help us investigate, please contact Netflix Customer Service.