Netflix Error tvq-pb-101 (5.2.12)

If you get the error code tvq-pb-101 (5.2.12) with following message:

We're having trouble playing this title right now. Please try again later or select a different title

It usually means data stored on your device needs to be refreshed. Follow the steps for your device below to fix the problem.

Amazon Fire TV/Stick

Restart your device

  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Clear the Netflix app data

  1. On your Amazon Fire TV remote, press the Home button.

  2. Scroll right and select Settings.

  3. Scroll right and select Applications.

  4. Select Manage installed applications.

  5. Find and select the Netflix app.

  6. Scroll down and select Clear data.

  7. Select Clear data again.

  8. Scroll down and select Clear cache.

  9. Unplug your Amazon Fire TV from power for 30 seconds

  10. Plug your Amazon Fire TV back in, then try Netflix again.

Contact your manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

Blu-ray player

Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

Comcast Xfinity X1 set-top box

Reset the Netflix app

  1. On your remote, press the Xfinity button.

  2. Press the A button.

  3. Scroll to the right and choose Reset Netflix, then Reset Netflix again to confirm.

  4. Choose Restart Netflix.

  5. Try Netflix again.

Restart your device

  1. On your remote, press the Xfinity button.

  2. Press the A button.

  3. Choose Restart and then Restart again to confirm. It may take several minutes for the device to restart.

  4. Try Netflix again.

Use a supported video cable

The cables connecting your Xfinity X1 set-top box to your TV may be preventing Netflix from playing. To fix this issue:

  1. Make sure you're using an HDMI cable to connect the set-top box to the TV.

  2. Remove any other non-HDMI cables connecting the two devices.

The issue will continue if any non-HMDI cables are still connecting the two devices. To see what these cables look like, visit Comcast's support site.

If these steps didn't fix the issue, continue to the next steps below.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

Cox Contour set-top box

Reset the Netflix app

  1. Press the Contour button on your remote.

  2. Press the A button on your remote.

  3. Scroll to the right and select Reset Netflix.

  4. Select Reset Netflix again to confirm.

  5. Select Restart Netflix.

  6. Sign back in and try Netflix again.

Restart your device

  1. Press the Contour button on your remote.

  2. Press the A button on your remote.

  3. Select Restart.

  4. Confirm that you want to restart the device.

  5. When the device finishes restarting, try Netflix again.

Use a supported video cable

The cables connecting your Cox Contour set-top box to your TV may be preventing Netflix from playing. To fix this issue:

  1. Make sure you're using an HDMI cable to connect the set-top box to the TV.

  2. Remove any other non-HDMI cables connecting the two devices.

The issue will continue if any non-HMDI cables are still connecting the two devices. To see what these cables look like, visit Cox's support site.

If these steps didn't fix the issue, continue to the next steps below.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

PlayStation 4

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

Smart TV

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

These steps will erase data or settings saved on the device.
  • Updating to the latest firmware or operating system.

  • Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

TiVo

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

Restart your device

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

Xbox One

Restart your device
  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

All other set-top boxes

Restart your device

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

  1. Make sure you're using an HDMI cable.

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

If these steps do not resolve your issue, there may be an issue with the Digital Rights Management (DRM) software on your device. Reach out to your device manufacturer for further assistance.

All other devices

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

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