Re: Netflix fails to load (2024)

Netflix is only available on FiOS Quantum TV Equipment (VMS/IPC). Typically you'd get those if you subscribe to Enhanced Multiroom DVR or Premium Multiroom DVR.

There are two ways to access the Netflix widget:

• Tuning to channel 838
• Opening the widget view (the "+"on your FiOS remote) and using the left/right arrow keys to nagivate to Netflix and press OK

Here are some thing to try:

1. Reboot the router
   • For the G1100: press and hold the WPS button on the front for at least 12 seconds
   • For the MI424WR: Actually unplugging the power cable then plugging it back in (you don't have to wait any time to plug it back in) works better than the using the On/Off switch sometimes.
2. Reboot the STB
   1. PressMenu on your FiOS remote
   2. Navigate toCustomer Supportthen pressOK
   3. Navigate toTop Support Toolsthen pressOK
   4. SelectReboot STB (You will need to scroll down to the bottom to see it) then proessOK
3. Factory Reset the router than reboot the STBs once the router is online and you can reach the internet (use 2. to reboot the STBs)

In some cases, during a software update to VMS1100/IPC1100 the Netflix widget can actually fail to install and result in a "widget load error".

You can correct this without the assistence of a Verizon Tech Support agent by performing what's called a "Local Cold Init".

Please be aware a Local Cold Init will reset some configuration settings on your set top box (such as favorites, parental controls, and other settings) however itWILL NOTaffect your recordings or any scheduled recordings (they are protected).

This operation will take the VMS back through the activation process where it will install all the files necessary to boot, this will include files for the Netflix widget.

This operation should not be done unless nothing else you have tried has worked for you.

If you a not confortable with performing this operation, please call Tech Support and describe the issue you are having with Netflix. They should be able to work with you in ensuring there are no issues that can cause the Netflix widget to stop working.

If the issue affects both your VMS(s) and IPC(s), in order to ensure the following process goes through smoothly please check and make sure the following things are met before continuing:

1. Make sure all IPC(s) are powered down by unplugging their power cable(Note if you already completed this step for an IPC you can leave the IPC your finished with working and mov eon to the next one)
2. If you have more than one VMS, make sure only the VMS you are working with is powered on. (Note that if you already completed this with the first VMS, you can leave it powered on while working with the second one. Also if the issue is just and an IPC, you do not have to power down any of the other boxes.)
3. If you have anything plugged into the LAN Ethernet ports on the back of your router (the Yellow Ports, ilistrated below) please unplug these connection for the duration of this operation.

Then do the following:

1. Unplug the power cable from the back of the STB
2. With one hand plug the power cable back into the STB and with the other press theMenu button on your remote as many times and as quickly as you can.
   • Note:You will know you are successful if you see the word "RUN" on the display of the STB, if you do not see this, start froms tep 1 (Unplugging the bpox) and try again.
3. Use the Down arrow on the FiOS remote until you see the word "COLD"
4. PressOK to begin the process.
   • Despite what the screen will say, the process can take up to 15 minutes until you can get to live TV.
   • During this step, the VMS/IPC may as you to name it
     • Using the list you can scroll down until you see a name for which room the box is in and press OK
   • During this step, the VMS/IPC ask if you'd like to import settings (I personally recommend skipping the settings import.)
     • You can choose to skip, or use the arrow keys to select an option and pressOK
       • It can take a while for the box to continue after pressing OK, please be patient
5. Once all of the VMS boxes are working, you'll will need to do the same for each of the affected IPCs