Article ID : 00164962 / Last Modified : 08/21/2018

The Netflix app is not working or a specific issue occurs when attempting to use the app

    This article is designed to assist with some of the issues that can be experienced when trying to watch videos on your TV using the Netflix app. For specific issues, please click here.

    Before looking at specific symptoms, please try some quick troubleshooting steps below:

    1. Try a Power Cycle or soft reset (Android TV only)
      How to tell the difference between an Android and non-Android TV

      • To initiate a Power Cycle, please disconnect the AC power cord from the electrical socket for 60 seconds before re-inserting the cord back into the electrical socket
      • To perform a soft reset for Sony's Android TV, please hold the power button the remote control for 5 seconds
    2. Check if Netflix is Down or an issue is reported on the official website

    3. Check your network settings

    4. Clear the app's cache

      • For Sony's Android TV

        1. Select [HOME] > [Settings] > [Apps]

        2. Select [Netflix]

        3. Select [Clear data] > [OK]

      • Sony's Non-Android Smart TV (2016–2018 models)
        Initialise the TV personal information: (Applicable for For WD75, WD6, WE75, WE6, XE70, WF6 Series)

        1. Select [HOME] > [Settings]

        2. Select [Customer Support]

        3. Select [Initialize Personal Information]

        4. Select [OK]

      • Sony's Non-Android Smart TV (2013–2015 models) 
        Initialise the browser settings and delete all cookies: (Applicable for W9xxA, W8xxA, W7xxA, W6xxA, X90xxA, X85xxA, X95xxB, X90xxB, X85xxB, W9xxB, W8xxB, W7xxB, W6xxB and W750C Series)

        1. Launch the browser from the [App] menu

        2. Select [Options]

        3. Select [Browser Settings]

        4. Select [Delete all Cookies]

    5. Perform a factory reset

      NOTE: 
      Be aware that if you perform a factory reset, all of the TV's data and settings (Wi-Fi and wired network setting information, Google account and other login information, Google Play and other installed applications, etc.) will be erased, and the TV will return to how it was at the time of purchase.

     

    Specific Netflix issues

    IssueSolution
    The video freezes or rebuffering appears when trying to use Netflix video streaming.Netflix loads slowly or has bad video quality.
    The Netflix app is slow or fails to connect.Why can't I connect to Netflix?
    The Netflix app is missing.One or more of the Internet video stations are missing.
    Process Timed Out appears when trying to access Internet video content.Process Timed Out appears when trying to access internet video content.
    Unable to view a specific Internet video channel.Unable to view a specific Internet video channel.
    Unable to access Netflix videos through a proxy server.

    The use of a proxy server is not supported by the Netflix service.

    Netflix is dropping back to the Home page when trying to play a movie.Netflix goes back to Home page when trying to play a movie
    The Instant Queue or My List does not reflect the changes made on the computer.The Instant Queue or My List displayed does not reflect the changes made on my Netflix account.
    The Netflix menu is missing movie box art, search, or My List.The Netflix menu is missing movie box art, search, or My List.
    The Internet video device will not display closed captioning on the TV.

    How to turn the Closed Captioning or Subtitles on or off when viewing Internet videos.

    While watching Netflix on Android TV, the subtitles suddenly disappear.

    Unable to sign in to my Netflix app account using a Google TV device.Login fails when using the Netflix app.
    The Blu-ray Disc player locks up after playing a Netflix streaming video.The Blu-ray Disc player locks up when a Netflix streaming video playback ends.
    The Netflix app sometimes freezes or responds slowly.There is a delay when using the Netflix video service.
    Unable to log into Netflix app.Some buttons are grayed out when I try to log into NetFlix video.
    Several issues when accessing Netflix app using Cisco / Linksys routers.

    Netflix issues with thumbnails, Play store not loading, TV and Movie apps listings or unable to locate provider by zip code on Sony Internet Televisions.

    If you have followed the troubleshooting steps provided and the issue you are experiencing is not resolved, it may be an indication that the desired Internet channel may be temporarily down. Visit the Netflix Help Centre for the most current updates and any additional information.