Netflix freezes when I try to play a TV show or movie.

If Netflix freezes when you try to watch a TV show or movie, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue.

If Netflix freezes when you try to launch the app, use this article instead.

Blu-ray Player

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. Once signed out, sign back in and try Netflix again.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:
    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
  2. Select Sign out, Start Over or Deactivate.
  3. Once signed out, sign back in and try Netflix again.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  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.

iPhone, iPad, or iPod touch

Restart your iPhone, iPad, or iPod touch
  1. Press and hold the Sleep/Wake button until the red slider appears.
  2. Drag the slider to turn your device completely off.
  3. After 10 seconds, press the Sleep/Wake button to turn your device back on.
  4. Once your device powers on, try Netflix again.

Mac Computer

Check the date and time settings

There may be a problem playing a video if the date and time set on your Mac are incorrect.

  1. Click the clock in the upper right-hand corner of the menu bar and select Date & Time Preferences or Open Date & Time.
  2. Click the Date & Time tab.
  3. Check the box next to Set date and time automatically.
  4. Restart your browser and try Netflix again.

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.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Smart TV

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. Once signed out, sign back in and try Netflix again.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:
    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
  2. Select Sign out, Start Over or Deactivate.
  3. Once signed out, sign back in and try Netflix again.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  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.

Windows Computer

Check the date and time settings

There may be a problem playing a TV show or movie if the date and time set on your computer are incorrect.

Windows 10

  1. Right-click on the clock in the lower right corner of the taskbar.
  2. Select Adjust date/time.
  3. Toggle Set time automatically to On.
  4. Toggle Adjust for daylight saving time automatically to On.
  5. Toggle Set time zone automatically to On.
  6. Close Settings to save your changes.
  7. Restart your browser and try Netflix again.

Windows 8 / 7 / Vista

  1. Click or tap the clock in the lower right corner of the taskbar.
  2. Select Change date and time settings, then select Change date and time.
  3. Set the calendar to the correct time and date including the year, then select OK.
  4. Select OK.
  5. Restart your browser and try Netflix again.

Windows XP

  1. Double-click the clock in the lower right corner of the taskbar to open Date and Time Properties.
  2. Set the calendar to the correct time and date, including the year, then click OK.
  3. Restart your browser and try Netflix again.

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.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Xbox 360

Sign out of Netflix
  1. Launch the Netflix app from the Xbox 360 Home screen.
  2. Once inside the Netflix app, press the red B button on the Xbox 360 controller.
  3. From the on-screen menu, select the gear icon () on the right.
  4. Select Sign out.
  5. Select Yes to confirm.
  6. Sign back in and try Netflix again.

If you cannot locate the Gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:
    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
  2. Select Sign out, Start Over, Deactivate, or Reset.
  3. Sign back in and try Netflix again.

Test your internet connection
  1. From the Xbox 360 main menu, select Settings.
  2. Select System Settings.
  3. Select Network Settings.
  4. Select Wired Network or Wireless Network depending on your connection method.
  5. Select Test Xbox LIVE Connection.
  6. Select Continue.

Confirm your Xbox's DNS Settings
  1. Press the Guide button on your controller.
  2. Go to Settings and select System Settings.
  3. Select Network Settings.
  4. Choose your network and select Configure Network.
  5. Select DNS Settings and choose Automatic.
  6. Turn your Xbox off and back on.
  7. Try Netflix again.

If you need help adjusting this setting, visit Microsoft’s Xbox 360 support site for help.

Clear the system cache
  1. Press the Guide button.
  2. Select Settings.
  3. Select System Settings.
  4. Select Storage.
  5. Highlight Memory Unit, Hard Drive, or USB Storage, then press Y on your controller.
  6. Select Clear System Cache.
    • If you do not see Clear System Cache, check a different storage device.
  7. When prompted to confirm storage device maintenance, select Yes.
  8. Once you've successfully cleared the system cache, try Netflix again.

All other devices

We are currently researching this error. To help us investigate, please contact customer service.