This site is not affiliated with Netflix; this is an independent explanation.
Netflix not working on a TV is a common complaint, but the same trouble happens on phones, tablets and computers. The picture might freeze on a black screen, the app might say it has encountered an error, titles might refuse to play, or a code such as NW-2-5 or UI-800-3 might appear. That code is helpful, because it tells you which part of the chain to look at first.
In most homes the fault is not the service. It is the home internet, a TV or streaming device that has been running for days, or old stored data inside the app. The sections below explain the main codes in plain words, then give a short routine that works on nearly every device. Start with the code if you have one, or the routine if you do not.
Common causes
1Home internet is down or too slow
How to tellError code starting with NW, or video buffers at low quality
What fixes itRestart the router and test the connection on another device
2Device has been on for a long time
How to tellApp freezes, black screen, controls do not respond
What fixes itPower the device off at the plug for a minute, then switch on
3Stored app data is stale
How to tellCode UI-800-3 or a message asking you to try again
What fixes itSign out, restart the device, and sign in again
4Old app or old device software
How to tellApp crashes or is missing features on an older TV
What fixes itUpdate the app and the device system software
5Browser trouble on a computer
How to tellCode M7361 or the video will not start in the browser tab
What fixes itUpdate the browser, restart it, and try a private window
6Too many screens or account limit
How to tellA message about streaming on too many devices
What fixes itStop playback on other screens or check the plan
7Service problem
How to tellOther homes report the same, and every device fails
What fixes itWait and try later
How to fix it, step by step
Note the code and the device
Write down any code on screen and say whether you are on a TV, phone or computer. The code narrows the fix, and the table further down lists the common ones.
Test the internet on another gadget
Open any web page or video on a phone connected to the same Wi-Fi. If that is slow, the issue is the home line and not the TV. For router and line problems see WiFi not working.
Restart the router
Unplug the router, count to sixty, then plug it back in. Wait for all lights to settle before you test. Place it away from walls and metal for better signal to the TV.
Power cycle the TV or streaming device
Do not only use standby. Turn it off and unplug it from the wall for a full minute, then plug back in. This clears the memory that causes many frozen apps.
Sign out of the app and sign in
Open the app menu or settings and choose Sign out, then restart the device and sign in again. On many TVs there is a hidden sign out on the screen with a key sequence, but the menu route is safest. This refreshes the stored data that causes UI-800-3.
Update the app and the system
Check the app store on the device for a newer app. Then look in the device settings for a system update. Older smart TVs may stop getting app updates, which can end support for new versions.
Reinstall the app where possible
On phones and many streaming sticks you can uninstall and reinstall the app. On a built in TV app you may only be able to reset it. Downloads on a phone must be saved again after a reinstall.
Try another connection
For a phone or tablet, switch between Wi-Fi and cellular. For a TV, use a hotspot from a phone as a test. If it works there, your home line or router is at fault. If the phone will not share its connection, use the hotspot guide.
Netflix error codes and what they mean
| Code | Plain meaning | What to do first |
|---|---|---|
| NW-2-5 | The device cannot reach the service over your network | Check Wi-Fi, restart router and device |
| NW-3-6 | Another network connection failure | Same as above, then try a hotspot |
| UI-800-3 | Stored information on the device needs refreshing | Sign out, restart, sign in |
| M7361-1253 | A browser problem on a computer | Update or restart the browser |
| E100 | Usually a fault on some TVs or streaming devices | Power cycle and update the device |
Meanings can differ a little by device, so also read the short message printed beside the code.
Netflix error code NW-2-5 and NW-3-6 explained
These two codes both mean the connection between your device and the service failed. The service itself may be fine. Check that the TV is joined to the right Wi-Fi, that the router has internet, and that no one has changed the Wi-Fi password. Moving the router closer, switching to a wired cable, or restarting both devices solves most cases. If another phone also has no internet, the line from your provider is at fault, so read internet not working.
The TV shows Netflix has encountered an error. Code: NW-2-5. Your phone is on the same Wi-Fi and videos load slowly there too. That points at the router or provider, not the TV. Restart the router first.
Netflix not working on phone versus TV
On a phone, trouble comes from data limits, battery saver, a storage shortage and an old app. Check mobile data, free space and updates. On a TV, trouble comes from long uptime, weak Wi-Fi, old system software and stored data. A cable connection is steadier than Wi-Fi if your TV has a port. If the sound is the part that fails on your TV, see smart TV problems.
Is Netflix down for everyone?
Ask a neighbour or friend on another provider whether it plays for them, and check the official help or social accounts for notices. If it is down everywhere, nothing you do will help and it normally returns soon. When your other gadgets stream fine and a single one fails, suspect that gadget alone. For wider help with apps, read apps and websites not working.
Do not use unofficial apps or shared logins from strangers to get around errors. They are unsafe and can lock your account.
Frequently asked questions
Why is Netflix not working today?
Most often the home internet, an old stored session or a TV that needs a power cycle. Check another device on the same Wi-Fi, then restart the router and TV.
Netflix has encountered an error code NW-2-5: what is it telling me?
The device could not connect to the service through your network. Check Wi-Fi, restart the router and device, and try a phone hotspot as a test.
Netflix has encountered an error code NW-3-6: how do I fix it?
It is another network connectivity failure. The fixes are the same as for NW-2-5: restart the router, reconnect to Wi-Fi and try a different connection.
How do I fix Netflix error UI-800-3?
Sign out, restart the device, and sign in again. This refreshes the stored data the app keeps on the device. Reinstall the app if it persists.
What is Netflix error code M7361?
It appears on computers when the browser cannot play the video. Update the browser, restart it, disable extensions, and try a private window.
Why is Netflix not working on my TV but fine on my phone?
The TV has probably been on too long, has old software or a poor Wi-Fi link. Power cycle it, update it and move the router closer.