The error you're seeing is related to the Silverlight plugin, which Netflix uses to play movies and TV shows on your computer. This error is usually caused by one of three things: A computer setting preventing Silverlight from storing files it needs to play your movie or TV show An issue with the Silverlight plugin itself An issue with the content you're trying to play To fix this error, follow the steps below for your Windows or Mac computer. Steps for Windows The Netflix.com player runs on the Microsoft Silverlight platform. Microsoft provides a free Fix It tool that you can download and run to resolve many Silverlight issues on computers running Windows 7 or later. Netflix recommends using the Microsoft Fix It Tool to resolve this error. Fix it If the Fix it Tool didn't clear the error, or if you're running Windows XP or Vista, try the troubleshooting steps below. Use an alternate browser We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox or Opera and try Netflix again. Our web player works best on: Google Chrome on Windows XP Service Pack 2 or later. Mozilla Firefox on Windows Vista or later. Opera on Windows Vista Service Pack 2 or later. Close tabs and windows Simply close any other browser windows or tabs that have Netflix running. Once you have done so, try Netflix again. Troubleshoot your browser Clear browser cookies Your browser may be referencing an outdated or corrupted setting in the cookie file. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com. Select Netflix Home, then Member Sign In to log back in and play your movie or TV show again. Restart your browser Sometimes restarting your browser can clear this issue. Quit your browser, restart it, and play your movie or TV show again. Try another browser We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox or Opera and try Netflix again. Our web player works best on: Google Chrome on Windows XP Service Pack 2 or later. Mozilla Firefox on Windows Vista or later. Opera on Windows Vista Service Pack 2 or later. Reboot your computer Shut your computer down completely and restart it. Play your movie or TV show again. Clear the Silverlight temporary files on Windows XP Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files. Quit all open browsers - including this window! You may want to print the following steps. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window. Type %userprofile% and select OK. Open the Local Settings folder. If you do not see the Local Settings folder, you may need to enable hidden files and folders: Click Tools. Click Folder Options. Click the View tab. Select Show Hidden Files and Folders. Click OK. Now open the Local Settings folder. Note: If you enable Show Hidden Files and Folders, make sure to change back to Do Not Show Hidden Files and Folders when you are through with the steps below. Open the Application Data folder. Open the Microsoft folder. Open the Silverlight folder. Right click on the is folder and choose Delete. Open your web browser and try to play a title again. Clear the Silverlight temporary files on all other supported Windows versions Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files. Quit all open browsers - including this window! You may want to print the following steps. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window. Type %userprofile%/appdata and select OK. Open the LocalLow folder. Open the Microsoft folder. Open the Silverlight folder. Right-click on the is folder and select Delete. Open a browser and try to play the title again. Steps for Mac Use an alternate browser We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome or Opera and try Netflix again. Our web player works best on: Google Chrome on OS X 10.6 (Snow Leopard) or later. Opera on OS X 10.9 (Mavericks) or later. Close tabs and windows Simply close any other browser windows or tabs that have Netflix running. Once you have done so, try Netflix again. Troubleshoot your browser Clear browser cookies Your browser may be referencing an outdated or corrupted setting in the cookie file. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com. Select Netflix Home, then Member Sign In to log back in and play your movie or TV show again. Restart your browser Sometimes restarting your browser can clear this issue. Quit your browser, restart it, and play your movie or TV show again. Try another browser We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox or Opera and try Netflix again. Our web player works best on: Google Chrome on Windows XP Service Pack 2 or later. Mozilla Firefox on Windows Vista or later. Opera on Windows Vista Service Pack 2 or later. Reboot your computer Shut your computer down completely and restart it. Play your movie or TV show again. Clear the Silverlight temporary files Quit all open browsers - including this window! You may want to print the following steps. Click the Finder icon in your Dock. In the menu bar at the top of the screen, select Go. Hold down the Option (Alt) key on your keyboard and select Library. Note: If Library is not listed, select Home and open the Library folder. Open the Application Support folder. Open the Microsoft folder. Open the Silverlight folder. Drag the is folder to the Trash. Open a web browser and play your movie or TV show again. Delete the PlayReady folder Quit all open browsers - including this window! You may want to print the following steps. Click the Finder icon from the Dock at the bottom of the screen. In the menu bar at the top of the screen, select Go then Computer. Click the Macintosh HD icon. Open the Library folder. Open the Application Support folder. Open the Microsoft folder. Drag the PlayReady folder to the trash. If the PlayReady folder is missing, you may need to verify you have Administrative privileges on your Mac. Empty the Trash Open a web browser and try to play the title again.
