Netflix Error tvq-st-131

If you experience the error code tvq-st-131, often accompanied by the following message:

Couldn't connect to Netflix. Please try again or restart your home network and streaming device. For more information, visit netflix.com/nethelp.

It usually means that a network connectivity issue is preventing your device from reaching Netflix. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device 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:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

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.

Blu-ray player

Make sure you're connected to the internet

Please make sure your device is connected to the internet. Most devices have a network connection test in their settings menu, but you can also attempt to launch another internet-connected service or app to see if you're online.

If your connection test fails or you are unable to open another service or app, please reach out to your device manufacturer for further assistance.

PlayStation 3

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off or unplug your video game console.

  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 game console back on and try Netflix again.

Connect your game console 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 your game console.

  2. Plug your game console directly into your modem using an Ethernet cable.
    Plug your game console directly into your modem.

  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.
    Unplug your modem from power.

  4. Turn on your game console and try Netflix again.
    Turn on console and try 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 reconfiguring 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 game console 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.

Improve your Wi-Fi signal

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

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

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.

PlayStation 4

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off or unplug your video game console.

  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 game console back on and try Netflix again.

Connect your game console 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 your game console.

  2. Plug your game console directly into your modem using an Ethernet cable.
    Plug your game console directly into your modem.

  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.
    Unplug your modem from power.

  4. Turn on your game console and try Netflix again.
    Turn on console and try 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 reconfiguring 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 game console 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.

Improve your Wi-Fi signal

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

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

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.

PlayStation 5

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

What do to next

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

Roku

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 your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

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

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your home network

  1. Turn off or unplug your streaming media player.
    Turn your streaming player off, wait 10 seconds, then power back on.

  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 streaming media player back on and try Netflix again.

Smart TV

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

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 can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try 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.

Connect your smart TV directly to your modem

  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 works:

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

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

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 your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

Xbox One

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device 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:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

Connect your game console directly to your modem

  1. Turn off your game console.

  2. Plug your game console 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 game console and try Netflix again.

If this step works:

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

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

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 Series X/S

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your home network

  1. Turn off your device.

  2. Unplug both your modem and router and wait 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on.

  4. Plug in your router and wait until no new indicator lights are blinking on.

  5. Turn on your device and try Netflix again.

What do to next

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

All other devices

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