Netflix says 'An Unknown Error Has Occurred.'

The error you're seeing is related to the Silverlight plug-in, which Netflix uses to play TV shows and movies on your computer.

This error is usually caused by one of three things:

  • A computer setting preventing Silverlight from storing files it needs to play your TV show or movie

  • An issue with the Silverlight plug-in itself

  • An issue with the content you're trying to play

Follow the troubleshooting steps below to resolve the issue.

Steps for Windows
Steps for Mac

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)

  3. Select Control Panel

  4. Underneath Programs, select Uninstall a program.

  5. Locate and select Microsoft Silverlight

  6. Select Uninstall

Windows 7/Vista

  1. Quit all open browsers - including this window! You may want to print the following steps

  2. Click on the Start Button

  3. Select Control Panel

  4. Set the View by in the top right to Category

  5. Under Programs select Uninstall a program

  6. Locate and select Microsoft Silverlight

  7. Select Uninstall

Windows XP

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Click on the Start Button

  3. Select Control Panel

  4. Select Add or Remove Programs

  5. Locate and select Microsoft Silverlight

  6. Click Remove

To install the latest version of the Silverlight plug-in:

  1. Navigate to Netflix.com and play any title.

  2. Follow the prompts to download and install Silverlight on your Windows PC.

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

  1. Quit all open browsers - including this window! You may want to print the following steps.

  2. Click the Finder icon from the Dock at the bottom of the screen.

  3. In the menu bar at the top of the screen, select Go, then select Computer.

  4. Click the Macintosh HD icon.

  5. Select Library.

  6. Select Internet Plug-Ins.

  7. Drag Silverlight.plugin to the Trash.

  8. Click the Trash icon and select Empty.

  9. Once you have emptied your Trash, Microsoft Silverlight un-installation is complete.

To install the latest version of the Silverlight plug-in:

  1. Sign in to Netflix.com and press play on any title.

  2. Follow the prompts to download and install Silverlight on your Mac.

Some members may encounter the message Silverlight.dmg cannot be opened because it is from an unidentified developer when attempting to install Silverlight. This is fairly common for applications that are not downloaded from the Mac App store. If you encounter this message, continue with the following steps to complete your Silverlight installation.

  1. Right-click or hold Control on your keyboard and click on Silverlight.pkg.

  2. Click Open on the pop-up menu.

  3. Click Open on the prompt that says "Silverlight.pkg" is not from the Mac App Store. Are you sure you want to open it? Opening "Silverlight.pkg" will always allow it to run on this Mac.

  4. Follow the prompts to complete installation.

  5. Once installation is complete, try Netflix again.

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