Netflix freezes on a loading screen when I try to watch on my computer.

If Netflix is freezing at a loading screen when you try to watch a movie or TV show on your computer, use the troubleshooting steps below to resolve the issue for your Windows or Mac computer.


Steps for Windows

Check the date and time settings on your PC

There may be a problem playing a video if the date and time set on your PC are incorrect. If the date and time on your PC are correct, skip this step.

To set the date and time on your Windows PC:

Windows 8 / 7 / Vista

  1. Click or tap the clock in the lower-right side of the task bar.
  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.

Windows XP

  1. Double-click the clock in the lower-right side of the task bar to open Date and Time Properties.
  2. Set the calendar to the correct Time and Date, including the year, then click OK.

Once the date and time are correctly set, play your movie or TV show 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You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.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 the Watch Instantly home page and click play on 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.

Steps for Mac

Check the date and time settings

There may be a problem playing a video if the date and time set on your Mac is incorrect.
Note: If the date and time on your Mac are correct, skip this step.

To set the date and time on your Mac:

  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 box next to Set date and time automatically.
    1. This should set the clock to the correct time and date, including year.
    2. If it does not format the time and date correctly, uncheck the box next to Set date and time automatically and manually enter the correct information.

Once the date and time are correctly set, play your movie or TV show 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 Computer.
  4. Click the Macintosh HD icon.
  5. Select Library.
  6. Select Internet Plugins.
  7. Drag Silverlight.plugin to your trash.
  8. Once you have emptied your trash, Microsoft Silverlight un-installation is complete.
To install the latest version of the Silverlight plug-in:
  1. Navigate to the Watch Instantly home page and click 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.

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

Wait time: less than 1 minute