Netflix stopped working after updating to the new app.

I updated to the new Netflix app, and since then I have not been able to watch anything. The app will not launch properly, so I have to force close it and re-launch it several times, then eventually it will load to the screen where I can select a title, however no matter what title I choose, it loads to 25% then hangs for a while, then pops up a message telling me that there was a problem playing that title, and to either try again later, or select a different title. This happens with every title. So. I contacted Netflix support, and this was the "service" I received.

 

Netflix Morgan
Thank you for chatting! My name is Morgan, who am I chatting with today?
You
My name is ******.
Netflix Morgan
Nice to meet you ******! How can I help you out today?
You
I have not been able to watch Netflix on my Xbox for a couple of days now.
Netflix Morgan
That is definitely not good. But i am sure I can help- no worries. Do you get any error codes or messages at all?
You
Since the update I get the message "We're having trouble playing this title right now. Please try again later or select a different title". It tells me this no matter what title I select. It will only load 25%.
Netflix Morgan
I see. That is not fun... I do have to do some digging into this for you- but while I am, how has your week been so far besides this?
You
Let's just stick to the issue please.
Netflix Morgan
No problem. So for that exact message these are the steps we have Click Here We are not saying your xbox is bad or your internet either. But there is a communication issue between the device, the network and our servers. Doing all of those steps will get that kink off of our line and you will be back up in no time
Netflix Morgan
Now doing those steps will disconnect us- so before you get started let me know if you have any questions
You
I will attempt these steps and see where I am after that.
Netflix Morgan
Sounds like a plan ******! Before you do those- did you have any other questions for me today by chance?
You
Not at this time. Thank you.
Netflix Morgan
You are more than welcome- always a pleasure :) I Hope you have a great night and a wonderful week! If you need us again- we are here 24-7 And one more thing, if you wouldn’t mind, please stay online for a one question survey.
 

I disconnected from the chat, and clicked on the link. There were no steps at the link provided, it was a link to the Netflix signup page.

So, before connecting with Netflix "support" again, I thought I would try Xbox support, even though I was sure the issue was not the console, but the new app. After troubleshooting with the Xbox support rep resetting the network connections to default, testing the connection, uninstalling and reinstalling the app, nothing worked. After exhausting all if the options with troubleshooting the Xbox, he confirmed my suspicions that the blame is to be placed on the new Netflix app since I am still able to play my games in multiplayer, I can watch streaming video in other apps, etc.

So, then I brace myself for disappointment and contact Netflix "support" for the second time. This is the "professional" I had to deal with.

 

You are now chatting with: Sashoi

2 hours agoNetflix Sashoi

Hi there this is, Sashoi! Who am I chatting with tonight?

2 hours agoYou

This is ******.

2 hours agoNetflix Sashoi

Hi there ******, nice to meet you,:)

2 hours agoNetflix Sashoi

How can I help out tonight?

2 hours agoYou

Since the update to the app on my Xbox, Netflix has stopped working.

2 hours agoNetflix Sashoi

Oh man, what happens when you try to connect?

2 hours agoYou

I get an error telling me the Xbox was unable to connect, if I select "Try again" it then takes me to the title screen. When I select a title, it will load to 25%, then tell me "We're having trouble playing this title right now. Please try again later or select a different title."

2 hours agoYou

I have the same results no matter which title I select.

2 hours agoNetflix Sashoi

No worries I can help out with that, are you getting any error codes with that message?

2 hours agoYou

No.

2 hours agoNetflix Sashoi

Okay I'll go right ahead and check this out for you ******, so you mind giving me a few secs?

2 hours agoYou

That is fine.

2 hours agoNetflix Sashoi

Okay I'll be right back.

2 hours agoNetflix Sashoi

Okay thanks for the wait ****** what I'd like you to do for me is Click Here to disconnect the netflix app

2 hours agoNetflix Sashoi

And Click Here to have it reconnected. Let me know when you've done this.

2 hours agoNetflix Sashoi

All be right here with you.

2 hours agoYou

One moment please.

2 hours agoNetflix Sashoi

Sure thing ****** take your time,

2 hours agoNetflix Sashoi

How's it coming along?

2 hours agoYou

I signed out of Netflix. Then signed back in. It then took me to a black screen asking in white text in the top left corner "Where do you want to go?" The rest of the screen is black. I am unable to select anything. I returned to the Xbox home screen, and attempted to reload the Netflix app. I have the same result the second time.

2 hours agoNetflix Sashoi

Okay I'd like you to turn your xbox off and unplug it for 30 secs and then back on and launch th eapp once more for me and tell me what happens, alrighty?

2 hours agoYou

One moment.

2 hours agoNetflix Sashoi

sure thing

2 hours agoYou

Same result.

2 hours agoNetflix Sashoi

Oh man your using the app right?

2 hours agoYou

Yes.

2 hours agoYou

This has been happening since I updated the app.

2 hours agoNetflix Sashoi

Ah I see, could you rung that error message by me once more?

2 hours agoYou

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

2 hours agoNetflix Sashoi

And you're signed into your xbox live gold account right?

2 hours agoYou

Or "Where do you want to go"

2 hours agoYou

Yes.

2 hours agoNetflix Sashoi

Okay "what happens when you select Where you want to go"

2 hours agoYou

I am unable to select anything. The rest of the screen is black.

2 hours agoNetflix Sashoi

Okay no worries ****** I'm going to make some more checks for you okay? I need to get you up and running.

2 hours agoNetflix Sashoi

Making some checks for you okay?

2 hours agoYou

Yes.

2 hours agoNetflix Sashoi

Okay

2 hours agoNetflix Sashoi

Okay ****** what I'd like you to do for me is test your internet connection on your xbox here are the steps to do that From the Xbox 360 main menu, select Settings, then System, and then Network Settings. Select Wired Network or Wireless Network depending on how you connect to the Internet. Select Test Xbox LIVE Connection and agree to Continue.

2 hours agoYou

I already went through the troubleshooting steps with Xbox support. They had me test and reset the network connection, clear the cache, etc.

2 hours agoNetflix Sashoi

Okay are you able to use other apps?

2 hours agoYou

I have deleted the app and re-installed it several times.

2 hours agoYou

Yes. HBOGo works.

2 hours agoNetflix Sashoi

Okay this is a head scratcher all the steps that you've tried already should have fixed this issue so I'll have contact my research team about this do you mind?

2 hours agoYou

No.

2 hours agoNetflix Sashoi

Okay reaching out to them as we speak. Thanks for hanging in there with me.

2 hours agoNetflix Sashoi

Just letting you know I'm still with you ****** on the phone with my tech guys.

2 hours agoYou

Right.

2 hours agoYou

I'll be here.

2 hours agoNetflix Sashoi

Okay.:)

2 hours agoNetflix Sashoi

Quick question ****** are you hardwired directly to your modem?

2 hours agoYou

Yes.

2 hours agoNetflix Sashoi

Okay what my tech guys have concluded is your internet connection is actually what's causing this problem as its very weak so every time your device tries to connect to our servers your internet connection keeps fluctuating.

2 hours agoYou

This started happening after I updated to the new app a couple of days ago.

2 hours agoNetflix Sashoi

What I'd like you to do for me is go to your account and select playback setting for me and tell me what it's set to?

2 hours agoYou

One moment.

2 hours agoNetflix Sashoi

Sure

2 hours agoYou

Where do I find an option for playback settings in the app?

2 hours agoNetflix Sashoi

Actually ****** I need you to do this on your computer

2 hours agoYou

It is set to "Auto".

2 hours agoNetflix Sashoi

Okay could you set it to low and try playing a title on your xbox once more for me?

2 hours agoYou

One moment.

2 hours agoNetflix Sashoi

sure

59 minutes agoYou

It took me to the black screen asking where I wanted to go, but no option to select anything, None of my buttons or directional sticks or button worked. I then exited back to the Xbox home, then launched the app again. This time it took me to the title screen. I selected a title, it loaded to 25%, then gave me the error again "We're having trouble playing this title right now. Please try again later or select a different title."

59 minutes agoYou

Same result for a different title.

56 minutes agoNetflix Sashoi

Okay this is really bad ****** is seems your device is having some serious connection problem when you are trying to connect to our servers what I'd like you to do is type this link in your browser netflix.com/clearcookies. so you can clear your netflix data and try again for me, i'll be right here

54 minutes agoYou

I attempted to go to netflix.com/clearcookies, however I was redirected tohttps://signup.netflix.com/home

54 minutes agoNetflix Sashoi

Did you type it in this browser?

53 minutes agoYou

Yes.

52 minutes agoNetflix Sashoi

Okay ****** you definitely need to give your ISP a call so they can give your internet connection a boost so you can get the internet connection speed you're paying for

51 minutes agoYou

I have tested my network speed, it is fine.

50 minutes agoNetflix Sashoi

I totally understand ******, but on our end we are seeing a fluctuation in your internet connection when you're trying to connect to our app, I really want to get you up and running

48 minutes agoYou

Why then has this only started happening after the software update? My other streaming services are working fine.

47 minutes agoNetflix Sashoi

This definitely could also be the problem some data might have been updated that shouldn't have been did you mention this when you called xbox?

47 minutes agoYou

What data exactly?

46 minutes agoNetflix Sashoi

Data that as to do with making netflix run properly, data that was on your first software

45 minutes agoYou

Data that was on my first software? What does that mean?

44 minutes agoNetflix Sashoi

Okay each device and applications as specific data written for it, I'm just grasping at straws right now as I can't figure what's happening with your device

44 minutes agoNetflix Sashoi

Have you tryied downloading the lastest version of the netflix app?

44 minutes agoYou

Fair enough.

44 minutes agoYou

That's when this started happening.

43 minutes agoNetflix Sashoi

I'm so glad your a reasonable person.:)

42 minutes agoNetflix Sashoi

One more thing ****** could you double check just once more if you're sign in to your xbox gold account ?

41 minutes agoYou

"Account Management" "Your Memberships" "Xbox Live Gold".

41 minutes agoYou

I am currently signed in.

40 minutes agoNetflix Sashoi

Mmm, this is definitely a head scratcher

40 minutes agoYou

Agreed.

39 minutes agoNetflix Sashoi

I know right.

38 minutes agoYou

Where do we go from here?

37 minutes agoNetflix Sashoi

I do believe your next option would be calling xbox right back and let them know that you've been having this issue based on the new software update and they have the tools to update your xbox back with the original application

36 minutes agoYou

Very well.

35 minutes agoNetflix Sashoi

I hope you're not disappointed with me.

34 minutes agoYou

You have failed me for the last time.

34 minutes agoNetflix Sashoi

I guess that's a yes sorry I couldn't do more.:(

27 minutes agoNetflix Sashoi

Still with me ******?

24 minutes agoNetflix Sashoi

Hey there ****** still with me?

Hi, just checking in. Are you still with me?

Just checking if you're still with me. Are there any other questions I can help you with today?

It seems like you may no longer be at your computer. If you return and still have some questions, don't hesitate to chat back in. Have a great day and one more thing, if you wouldn't mind, please stay online for a one question survey.

Sorry! Since I didn't hear from you, I ended the chat session.

 

 

Discussion Info


Last updated July 4, 2018 Views 61 Applies to:

Here's what I've been doing. Delete the Netflix app (and related files). Reboot the Xbox. Download Netflix again. Attempt to start it (THIS WILL FAIL). While sitting on the error screen, reboot my router. Try again, this takes you to sign back into your profile. Then the stupid thing works. SOMEBODY FIX THIS APP!!!!

Same issue.  Sage Chicken 37's process worked for me also.  I contacted Netflix and it was useless.

I had the very same problem, it turns out although the Netflix app was showing up as downloaded when I went to watch anything it would only download 25% them I would get the message saying unable to. Play at this time please try again later.. I eventually realised that I had not completely downloaded the full app (even though it looks like you have)  I only had about 48 mb of storage space available and the Netflix app needs 51 mb.  So I deleted the app and a couple of other games I no longer use. When I was sure I had enough storage space I downloaded it again and it worked no problem.. Hope this helps