You might see this message on your TV or TV streaming device when you try to open Netflix:
Netflix has encountered an error. Retrying in [X] seconds.
Code: NW-2-5
Error code NW-2-5 means your device took too long to connect to Netflix. This usually points to an internet connection problem on your device or home network.
Follow the steps below to fix the issue. If it isn’t fixed after doing these steps, you’ll need to contact your internet service provider (ISP).1. Check your internet connection
Try these options to test your device’s connection:
- On the error screen, select More Details > Check your network. If a red X appears anywhere on the screen, your device likely isn’t connected.
- Try another app that needs the internet, or run a network test from the settings menu if there is one. If other apps don’t work or the network test fails, your device probably isn’t connected.
If your device is connected and you still get the error, read below to check if your network type might be the cause.
- Public or shared Wi-Fi networks like hotels or apartment complexes might have too many people using them at the same time, or streaming video services like Netflix might be blocked. Try contacting the network owner or administrator for help.
- Some cellular, satellite, or mobile hotspot connections might be too slow for stable streaming. Contact your ISP and ask if your network supports streaming video.
Note:Because the steps to connect to the internet or fix a connection issue are often unique for each device and home network, Netflix Customer Service can’t assist with following the steps for your device.2. Restart your device
Restarting your device lets Netflix start over and can fix common errors and issues.
- Unplug your device from power.
- Wait at least 15 seconds. If you use a cable box, wait 3 minutes instead.
- Plug your device back in.
- Turn your device on, then try Netflix again.
Restarting your network boxes will make your device request a fresh connection, clear old data, and fix common connectivity issues.
- 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.
Note:Some devices, modems, and routers might take longer to reconnect to the Internet.4. Move your Wi-Fi router
You should skip this step if moving your router is too difficult or impossible or if your device connects using an ethernet cable.
If your device doesn’t get a strong Wi-Fi signal from your router, the connection will be less stable and can cause issues.
Here are some ways to improve your Wi-Fi:
- Move your router closer to your device or a central location in your household.
- Move your router off the floor onto a raised surface like a desk or bookshelf.
- Move your router away from other wireless devices and metal appliances like a fridge or microwave.
- Add a wireless repeater in the same room as your device.
- Ask your ISP if they can update your router’s firmware or upgrade it to a newer model.
5. Set DNS to automatic (PlayStation/Xbox only)
These steps are for PlayStation and Xbox game consoles. If you use a different device, skip these steps.
If your DNS settings are wrong, your device might not be able to find the Netflix servers, which can cause network timeout errors.
To change your DNS settings, follow the steps for your console:PlayStation 4/5PlayStation 3Xbox One/SeriesXbox 360
If the steps don’t work, contact your ISP for help with a DNS issue.Contact your internet service provider
This issue can happen when there’s a problem with the domain name system (DNS) server your device connects to. For help fixing a DNS issue, you’ll need to contact your internet service provider (ISP).
While talking with your ISP, ask them to:
- Make sure your device is able to connect to these Netflix addresses:
- secure.netflix.com
- appboot.netflix.com
- uiboot.netflix.com
- fast.com
- Check for DNS issues on your modem or router, your device, or with their DNS servers.
- Try using a different DNS server to check if it fixes the problem.
Before you finish talking with your ISP, we recommend trying Netflix again to make sure the problem is fixed.6. Contact your ISP
If the steps don’t fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.
Your ISP can:
- Check for an internet outage in your area.
- Fix common router or modem issues and incorrect network settings.
- Restart or reset your network’s connection.
While talking with your ISP, let them know:
- Whether the issue happens only on one device, or other devices on the same network.
- Whether your device connects using Wi-Fi or directly using a cable.
Before you finish talking with your ISP:
- Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.
- Try playing Netflix again to make sure the problem is fixed.
