Netflix Error tvq-pb-101 (3.1.17)
This error happens when a network issue stops your device from reaching Netflix.
To fix the problem, follow the steps for your device.
Select More Details on the error screen.
Select Reload Netflix.
Once the app reloads, try Netflix again.
Public networks:
For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.
Private networks:
Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.
Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.
On the home screen, select Settings.
Choose Network Settings > Internet Connection Settings > OK.
Choose Custom.
Choose the connection type you use:
For Wireless, choose these options:
Under the WLAN section, choose Enter Manually.
Choose IP Address Setting.
For Wired Connection, choose Auto-Detect for Operation mode.
As you go through the next settings, choose these options:
IP Address Setting > Automatic
DHCP Host > Do Not Set
DNS Setting > Automatic
Proxy Server > Do Not Use
MTU > Automatic
UPnP > Enable
To save your settings, press the X button.
Choose Test Connection.
Try Netflix again.
Turn off or unplug your video game console.
Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
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.
Turn your game console back on and try Netflix again.
To get a better signal you can:
Move your router and your device closer to each other. If possible, put them in the same room.
Move your router away from other wireless devices and appliances.
Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.
If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.
Your ISP can:
Check for an internet outage in your area.
Fix common router or modem issues and incorrect network settings.
Restart or reset your network's connection.
While talking with your ISP, let them know:
Whether the issue happens only on one device, or other devices on the same network.
Whether your device connects using Wi-Fi or directly using a cable.
Before you finish talking with your ISP:
Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
Try playing Netflix again to make sure the problem is fixed.
Public networks:
For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.
Private networks:
Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.
Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.
You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.
If other apps don't work or you get a network error, it usually means your device isn't connected.
Note:Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.
To get the connection steps for your device:
Check the instructions or manual that came with your device.
Contact the device's manufacturer for help connecting your device to the internet.
If your device is connected and you still have issues, go to the next steps.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
Go to the main menu, then select Settings.
Select Network > Set Up Internet Connection.
Choose the connection type you use:
For Use Wi-Fi choose Custom, then choose your Wi-Fi network.
For Use a LAN Cable choose Custom > Operation mode.
As you go through the next settings, choose these options:
IP Address Settings > Automatic
DHCP Host > Don't Specify
DNS Settings > Automatic
Proxy Server > Don't Use
MTU Settings > Automatic
Choose Test Connection.
Try Netflix again.
Turn off or unplug your video game console.
Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
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.
Turn your game console back on and try Netflix again.
To get a better signal you can:
Move your router and your device closer to each other. If possible, put them in the same room.
Move your router away from other wireless devices and appliances.
Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.
If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.
Your ISP can:
Check for an internet outage in your area.
Fix common router or modem issues and incorrect network settings.
Restart or reset your network's connection.
While talking with your ISP, let them know:
Whether the issue happens only on one device, or other devices on the same network.
Whether your device connects using Wi-Fi or directly using a cable.
Before you finish talking with your ISP:
Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
Try playing Netflix again to make sure the problem is fixed.
Public networks:
For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.
Private networks:
Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.
Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.
Your ISP can:
Check for an internet outage in your area.
Fix common router or modem issues and incorrect network settings.
Restart or reset your network's connection.
While talking with your ISP, let them know:
Whether the issue happens only on one device, or other devices on the same network.
Whether your device connects using Wi-Fi or directly using a cable.
Before you finish talking with your ISP:
Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
Try playing Netflix again to make sure the problem is fixed.
Turn off your device. If your device has a power cable, unplug it.
Make sure your device is completely off, not just in sleep or standby mode.
Leave your device off for 15 seconds.
Turn on your device and try Netflix again.
Public networks:
For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.
Private networks:
Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.
Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.
You can test your device's connection by trying another app that connects to the internet. Some devices have a network test available in settings.
If other apps don't work or you get a network error, it usually means your device isn't connected.
Note:Because the steps to connect to the internet or troubleshoot a network issue are often unique for each device, Netflix Customer Service isn't able to assist with following the steps for your device.
To get the connection steps for your device:
Check the instructions or manual that came with your device.
Contact the device's manufacturer for help connecting your device to the internet.
If your device is connected and you still have issues, go to the next steps.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
Turn off or unplug your smart TV.
Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
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.
Turn your smart TV back on and try Netflix again.
If you've changed the connection settings on your device, you'll need to change them back to default.
These settings could include:
Custom modem settings.
Virtual Private Network (VPN) or proxy service settings.
Custom DNS settings.
If you need help changing these settings, contact the device manufacturer.
Once you've reset these settings, try Netflix again.
To get a better signal you can:
Move your router and your device closer to each other. If possible, put them in the same room.
Move your router away from other wireless devices and appliances.
Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.
If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.
Your ISP can:
Check for an internet outage in your area.
Fix common router or modem issues and incorrect network settings.
Restart or reset your network's connection.
While talking with your ISP, let them know:
Whether the issue happens only on one device, or other devices on the same network.
Whether your device connects using Wi-Fi or directly using a cable.
Before you finish talking with your ISP:
Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
Try playing Netflix again to make sure the problem is fixed.
Many devices allow you to check your connection speed within the Netflix app. To check your connection speed, follow the steps below.
Note:If you are using a mobile device or computer, please visit Fast.com to test your speed.
On the error screen in the Netflix app, select More Details.
Select Check your Network.
The Netflix app will verify that you can connect to the internet and reach the Netflix servers. It will also check your connection speed.
Once the test is complete, ensure that your speed meets our internet speed recommendations.
We're looking into this problem. To help us investigate, contact us.