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Can play YouTube videos but Netflix will not load

The end user can stream videos on YouTube, but Netflix does not load or fails to display the login screen.

Recommended Troubleshooting Steps

  1. Validate the Netflix service

    • Confirm the end user has an active Netflix account.

    • Verify the correct username and password are being used.

  2. Check Netflix app status

    • Ensure the Netflix app is installed and updated to the latest version.

    • Restart the Netflix app and try again.

  3. Test Netflix on Wi-Fi

    • Have the user connect to Wi-Fi and attempt to open Netflix.

    • If Netflix loads correctly on Wi-Fi, the issue may be network- or service-specific.

  4. Restart the device

    • Restarting the device can clear temporary application or service errors.

Why this may occur
Netflix and YouTube use different authentication and delivery mechanisms. When YouTube works but Netflix does not, the issue is typically related to the Netflix application, account status, or service availability rather than the CORA AI application itself.

When to escalate

  • If Netflix does not load on both cellular data and Wi-Fi, the issue should be handled as a Netflix service or account issue.

  • Only escalate to Sky Peak Technologies if multiple streaming services fail or there is evidence the issue is not service-specific.