If Netflix freezes or gets stuck loading, but the rest of your device is working, it usually means there's information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below. Show
If your device isn't working at all, see these troubleshooting steps. Blu-ray playersBlu-ray playerWhen does Netflix freeze or become unresponsive? When you open the appSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Restart your device
Contact the device manufacturerTo fix this issue, you'll need to contact the device manufacturer for help. These steps might erase data and settings saved on your device. Before doing these steps, make sure you have your Wi-Fi name and password and Netflix sign-in information.
If the manufacturer can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix. When you try to play a TV show or movieSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Restart your device
At any other timeComputersMacWhen does Netflix freeze or become unresponsive? When you try to play a TV show or movieShut down your computer
At any other timeWindowsWhen does Netflix freeze or become unresponsive? When you open the appSign in to Netflix
When you try to play a TV show or movieRestart your computer
Clear the Netflix cookie from your web browser
Restart your home network
Note: Some devices, modems, and routers might take longer to reconnect to the Internet. At any other timeGame consolesPlayStation 3When does Netflix freeze or become unresponsive? When you open the appCheck if your network can play NetflixPublic 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. Check the date and time settingsIf the date and time on your device are significantly different from the current date and time, you will have a problem playing your TV show or movie. For Japanese PlayStations, use X instead of O to cancel the selection whenever O is referenced in the troubleshooting steps below.
Restart your device
Sign out of Netflix
For Japanese PlayStations, use O instead of X to confirm selections.
Restart your home network
When you try to play a TV show or movieRestart your device
At any other timePlayStation 4When does Netflix freeze or become unresponsive? When you open the app
Check if your network can play NetflixPublic 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. Check the date and time settingsIf the date and time on your device are significantly different from the current date and time, your video won't play correctly. To set the time:
Restart your device
Uninstall and reinstall the Netflix app
Restart your home network
Contact your internet service providerIf the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue. Your ISP can:
While talking with your ISP, let them know:
Before you finish talking with your ISP:
When you try to play a TV show or movieRestart your device
Restart your home network
At any other timePlayStation 5When does Netflix freeze or become unresponsive? When you open the appCheck if your network can play NetflixPublic 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. What to do nextAt any other timeXbox 360When does Netflix freeze or become unresponsive? When you open the appUninstall and reinstall the Netflix appUninstall Netflix
Reinstall Netflix
Test your internet connection
Confirm your Xbox's DNS settings
Clear the system cache
When you try to play a TV show or movieSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Test your internet connection
Confirm your Xbox's DNS settings
Clear the system cache
At any other timeXbox OneWhen does Netflix freeze or become unresponsive? When you open the appUninstall the Netflix app:
Reinstall the Netflix app:
At any other timeAll other game consolesMobile phones and tabletsAndroidWhen does Netflix freeze or become unresponsive? When you try to play a TV show or movieTurn your device off, then on
Restart your home network
Note: Some devices, modems, and routers might take longer to reconnect to the Internet. When you launch the appTurn your device off, then on
When you try to sign inTurn your device off, then on
Restart your home network
Note: Some devices, modems, and routers might take longer to reconnect to the Internet. Improve your Wi-Fi signalTo improve your Wi-Fi:
At any other timeiPhone, iPad, or iPod touchWhen does Netflix freeze or become unresponsive? When you open the appRestart your iPhone, iPad, or iPod touch
Reset the Netflix app
Refresh any outdated Netflix information stored on your iPhone, iPad, or iPod touch by resetting the app. Note: Resetting the app will delete any titles you have downloaded to the device.
Reinstall the Netflix appUninstalling the app will remove any TV shows and movies downloaded on your device and sign you out of your account.
If you can't find the Netflix app in the App Store, go to the Apple support site for help. Change or turn off restrictions on your iOS deviceiOS 11.0 or earlier
iOS 12.0 or later Note: If Screen Time settings were set up for a child's device, you'll be prompted to enter your Screen Time passcode before changing these settings.
If you have any problems during this process or want to know more about restrictions on your iOS device, visit Apple's support article about Understanding Restrictions. Restart your home networkFor this step, leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.
Contact your internet service providerIf the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue. Your ISP can:
While talking with your ISP, let them know:
Before you finish talking with your ISP:
When you try to play a TV show or movieQuit all recent apps
The steps to quit an app might be different for your device. To get steps for your device, go to the Apple Support site. Restart your iPhone, iPad, or iPod touch
At any other timeAll other mobile phones and tabletsSet-top boxes and streaming media playersAmazon Fire TV/StickWhen does Netflix freeze or become unresponsive? When you open the appRestart your device
Restart your home network
Note: Some devices, modems, and routers might take longer to reconnect to the Internet. Restore your default connection settingsIf you've changed the connection settings on your device, you'll need to change them back to default. These settings could include:
If you need help changing these settings, contact the device manufacturer. Once you've reset these settings, try Netflix again. Contact your internet service providerIf the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue. Your ISP can:
While talking with your ISP, let them know:
Before you finish talking with your ISP:
While browsing the appRestart your device
When you try to play a TV show or movieRestart your device
At any other timeApple TV 4 or Apple TV 4KWhen does Netflix freeze or become unresponsive? When you open the appRestart your device
Reinstall the Netflix appDelete Netflix
Reinstall Netflix
When you try to select a profileForce close the Netflix app
When you try to play a TV show or movieRestart your Apple TVPress and hold the Menu button on the Apple TV remote until you're back on the home screen.
Wait for the Apple TV to finish restarting, then try Netflix again. Reinstall the Netflix appDelete Netflix
Reinstall Netflix
At any other timeChromecastWhen does Netflix freeze or become unresponsive? When you try to play a TV show or movieReset the settings on your Chromecast
At any other timeRokuWhen does Netflix freeze or become unresponsive? When you open the appRestart your device
Deactivate and reactivate the Netflix appRoku 1
All other Roku models
Restart your home network
Improve your Wi-Fi signalTo improve your Wi-Fi:
Restore your default connection settingsIf you've changed the connection settings on your device, you'll need to change them back to default. These settings could include:
If you need help changing these settings, contact the device manufacturer. Once you've reset these settings, try Netflix again. Contact your internet service providerIf the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue. Your ISP can:
While talking with your ISP, let them know:
Before you finish talking with your ISP:
When you try to select a profileRestart your device
At any other time
All other set-top boxes and streaming media playersWhen does Netflix freeze or become unresponsive? When you launch the appRestart your device
Restart your home network
Note: Some devices, modems, and routers might take longer to reconnect to the Internet. When you try to play a TV show or movieRestart your device
When you try to select a profileRestart your device
At any other timeSmart TVsSamsung Smart TVWhen does Netflix freeze or become unresponsive? When you open the appRestart your device
Contact SamsungYour device is experiencing a hardware or software problem that only Samsung can solve. Please contact Samsung and ask for the following:
If these steps don't help, Samsung may have other suggestions. Or, try watching Netflix on a different device. When you try to select a profileRestart your device
When you try to play a TV show or movieSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Restart your device
Contact the device manufacturerTo fix this issue, you'll need to contact the device manufacturer for help. These steps might erase data and settings saved on your device. Before doing these steps, make sure you have your Wi-Fi name and password and Netflix sign-in information.
If the manufacturer can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix. At any other timeSony Android TVUpdate the Netflix app
If you're unable to locate the Google Play Store app, you may not have an Android TV. Use the steps found in this article under All other Smart TVs instead. If no update was available or if you are still experiencing this problem after updating, continue troubleshooting below. What should I do next?All other Smart TVsWhen does Netflix freeze or become unresponsive? When you open the appSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Restart your device
Contact the device manufacturerTo fix this issue, you'll need to contact the device manufacturer for help. These steps might erase data and settings saved on your device. Before doing these steps, make sure you have your Wi-Fi name and password and Netflix sign-in information.
If the manufacturer can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix. When you try to select a profileRestart your device
When you try to play a TV show or movieSign out of Netflix
If you're on an error screen:
If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate. Restart your device
At any other timeAll other devicesAll other devicesRelated Articles
How do you reset Netflix on a smart TV?Navigate to the TV/Video Services section and highlight Netflix. Press X. Immediately after pressing X, press and hold both Start and Select until you see a message asking, Do you want to reset your Netflix settings and re-register? Select Yes.
Why is my Netflix not connecting?Restart your home network
Turn off your device, then unplug your modem and router from power. After 30 seconds, plug in your modem and router. Wait 1 minute, then turn on your device. Try Netflix again.
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