The short version
- 01Restart the device: power it off completely, wait 15 seconds, then start it again.
- 02Check the Netflix app version under More Details, then Device, for SDK 4.1.6 or above.
- 03Sign out of Netflix and sign back in to discard the stored state.
- 04Use the remote code if there is no sign-out option: up, up, down, down, left, right, left, right, up, up, up, up.
- 05Restart the home network, unplugging the modem and router for 30 seconds.
- 06Test the account at netflix.com/clearcookies to confirm it works elsewhere.
Raw message
UI-113 — Couldn’t connect to Netflix
Likely causes
- Stored data on the device that has gone stale and stops Netflix working.
- A network problem preventing the app from reaching Netflix.
- A device Netflix no longer supports, which Netflix names directly.
- An app below the SDK version Netflix requires.
- An account or sign-in state that needs rebuilding on that device.
Two situations, one code
Netflix’s wording covers more ground than it first appears: the error occurs when an issue with data on your device or your network connection stops Netflix from working, **or if your device is no longer supported**. On screen it reads “Couldn’t connect to Netflix. Please try again or restart your home network and streaming device.”
That last clause is the one worth reading carefully, because it is the only Netflix error in common circulation that quietly includes “your television is too old” among its meanings. Everything else on the list has a fix; that one does not.
So the job here is to find out which situation you are in before spending an evening clearing data on a device that Netflix has stopped supporting.
The version check that separates them
Netflix gives a specific check that most people never find: verify the app’s SDK version is 4.1.6 or above, under More Details, then Device.
That number is the practical test for support. A device below it is running an app Netflix has moved past, and no amount of restarting, signing out or clearing data changes what the hardware can run — because on a smart TV or an older streaming box the app is not something you can simply update yourself.
Check this early rather than last. It costs one menu and it decides whether the rest of the page applies to you at all.
If the device is supported
Netflix’s sequence starts with a proper restart: power the device off completely, unplugging it if possible, wait 15 seconds, then start it again. The unplugging matters on devices that only sleep when you press the power button.
Then sign out, which discards the stored state the error describes. Netflix documents a remote code for devices with no visible sign-out option, and it is worth knowing because it looks like nonsense until you need it: up, up, down, down, left, right, left, right, up, up, up, up.
After that, restart the home network by unplugging the modem and router for 30 seconds, reconnecting and waiting a minute. And to separate the device from the account entirely, Netflix suggests visiting netflix.com/clearcookies to test that the account itself works.
If all of that fails on a supported device, Netflix’s last step is to contact your internet service provider.
Sources and review notes
Checked on . Based on Netflix’s help article for error UI-113. The two meanings, the SDK 4.1.6 check, the remote sign-out code and the step order are Netflix’s. The advice to check the version early, and the observation that an unsupported device has no fix, are editorial. Netflix changes its help pages with app releases, so check the current article for your device. Glitchary is independent of Netflix.