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Latarsha Dorrance

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Aug 2, 2024, 8:59:29 AM8/2/24

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I haven't been able to log onto Netflix for almost a week now. Keep getting: "Unable to sign in. The account name or password is incorrect. Please try again. (117). Netflix runs fine on other computers, just suddenly not on Apple TV. Otherwise Apple TV is working fine, with iTunes, You Tube, etc. Netflix claims it's an Apple issue. Apple won't discuss without a service contract. I know others have this problem from researching. Tried changing passwords, DNS, restoring, resetting, unplugging, etc. Anyone have a suggestion?

Same issue. Neither Netfix nor Apple are taking ownership. So, we cancelled our netflix subscription, have stopped purchasing any iTunes content, and just took back a Macbook Air we purchased for ourselves and two Apple TVs we purchased for family as gifts. Until they can grow up and find a solution I will not be purchasing any of their products. Apple released an update to Apple TV today (12.16.11) but still not a solution. I get the same 117 error but netflix works on every other piece of hardware we own...

I have found a work around that so far has worked. I changed my passedword for Netflix to all numbers and what do you know I was able to login to all 3 of my Apple TVs in my house. For some reason changing my password to all numbers works and has been all morning.

Doesn't work for me. My password was all numbers to begin with. I even tried changing it to another password with all numbers. I found a suggestion on another threat about rolling back the last ATV update, I'm gonna give that a try.

Click on joshuaerda's comments, and it will take you to his two entries about this problem. When you get to the part about downloading the previous software, he says to press SHIFT, but you have to press OPTION. (actually, that's assuming you have a Mac, don't know about windows). Good luck!

Okay, so I got a little lazy and never actually rolled back my AppleTV software. (I was simply streaming Netflix to the iPad and then mirroring onto the TV via AppleTV - in the hopes that the problem would be solved for me somehow.) However, my husband became proactive and actually called Netflix for a solution - which I had never attempted.

They claimed that my password had recently been reset to "12345" about a week before. Had I been the one calling, I would have explained that no, in fact, I had not reset my password, and that actually I had "re-reset my password" via their website to what it had always been just a couple days before in hopes of fixing the problem.

I guess the "re-reset" to my original password never "communicated" itself to Apple TV, because when they changed the "12345" password at Netflix HQ, everything was fine. (Odd, because the iPad, iPhone, and website all required my original password, not 12345. And shouldn't AppleTV just check-in with Netflix to confirm this password, rather than require its own unique one. Hmmmm...)

MORE INTERESTINGLY - the other day I downloaded the new Netflix update to my iPad and...lo and behold...same error! This time on my iPad. Luckily, I remembered the issue and tried to log in with the 12345 password, success! So for some reason the password associated with certain devices appears to reset itself to 12345 periodically - perhaps when an update is installed. I dunno. Anyway, seems I got lucky.

Called Netflix. Did not have a solution. Your suggestion worked like a charm. Hopefully the next Apple TV update will solve the problem for the many users that do not know your workaround. Many thanks.

I had the same symptoms as most others on this thread. Netflix on apple tv was working fine, then I started getting the (117) error. I tried changing the Netflix password, no luck. I upgraded to apple tv 4.4.4, still didn't work. I called Netflix and apple, and they blamed each other. As crazy as it sounded, I tried using the password to 12345, but it didn't work.

I had the exact same problem. After talking to both Netflix and Apple Support, I tried changing my password by adding one letter, and, lo and behold, it worked like a charm. Hopefully they will fix this glitch so others don't have to go through this nonsense.

Same problem, Apple TV 2 stopped playing some TV episodes that could be played on other devices. Tried the DNS trick, tried changing the password, no change - it still didn't work. For the first time it happened while I was watching a movie. The stream froze, then appeared to be buffering, then I got the Netflix unavailable. If this is so wide spread like it seems, why isn't Apple/Netflix fixing this?

Apple blames Netflix and vice-versa. Neither has an incentive to fix the problem as long as they can blame the other. I'm so frustrated that I may install the XviD Codec and go to peer-to-peer piracy!

Anyone found a solution by any chance? I've tried all of the same steps you tried and still getting the ATV-ui92 error on my 3rd gen Apple TV for over a month now while Netflix works just fine on other devices.

Its a ongoing issue , which our technical research team is already investigating, unfortunately we don't have a instant resolution for this as well as there is no specific ETA, right now we will be escalating this issue and you need not have to chat back to check the status of the escalation.

Reporting a problem notifies our teams to investigate the issue and work on resolving it as quickly as possible. There is no timeframe for it to be resolved. However once resolved you will be able to sign in to Netflix app on apple tv. You need not have to chat back to us for checking the status of the escalation.

Thanks for checking up on this. I'm glad to see that Netflix is aware of this issue already. I guess the best we can do for now is just wait for them to fix it. Really appreciate your initiative here!

Netflix logged me out while tv was off two nights ago. I tried all the steps Netflix gave me, changed passwords, reset apple tv (3rd generation). My account is also in the US but I also spend a lot of time in Mexico City. Nothing works. Netflix passed the ball to Apple and Apple has no answers. I'm pretty frustrated with this situation. The rest of the apps (Amazon Prime, Appletv, PBS, etc.) work just fine. I am certain it is something Netflix is doing, nothing to do with AppleTV.

Here is what I just got from Netflix on this: "But just to set your expectations, If you continue to experience this error after performing a full factory reset, Then there may be an unrecoverable issue with your device. If that is the case, Then the next step would be for you to reach out to your device manufacturer - Apple , for more assistance." Not very encouraging.

Thank you for your quick response. I tried every option on this forum, I called Netflix and apple support, and this is the only thing that works. If you have any other suggestions I am happy to try them out.

You will need to go through what you have tried and you will need to set DNS back to auto. That error is usually due to the fact that it is having trouble connecting, which comes back to your network. You are using a public DNS so the server that it is accessing can be anywhere and there is no regulation like one that is supplied by your provider. So many issues that are reported are due to manually set DNS.

I put it in auto and the Netflix is back to not working again. Do you know how to configure something else, so I can put the dns to auto, and Netflix works? I have an Apple TV 4 and since I opened it has never worked. And Netflix says is apple, and apple day is Netflix and nobody gives me a real solution.

I am savvy with the settings menu in the Apple TV and Netflix. I have tryed restarting the router, but I haven't got into the configuration of the actual router. I can follow instructions through YouTube videos.

If your firmware is out of date, you will see the option to Download and Install. Select it to upgrade your Apple TV firmware. Once you've downloaded any available updates (or if there were no updates available), launch Netflix and attempt to watch your movie or TV show again.

It happens to me a lot when I fall asleep and the Apple TV 4 goes to sleep, I will turn it back on and see the Netflix error on the show I was watching before I fell asleep. I just ignore it most of the time and keep hitting ok and start playing it again. Sometimes it will play the show, then the error will pop up again, but I'll hit Ok and keep ignoring that the issue just happened and the show will start playing normally again.

I recently bought a new AppleTV 4K and was enjoying it trouble-free. Then about a month ago I started to get the 11800 error on the Netflix app accompanied by the message "A problem occurred while playing this item. Try again later, or select a different item. Go to www.netflix.com/support for more information." This error occurs randomly -- sometimes I can play an entire hour long episode of a show without the error appearing and sometimes it appears every 5 minutes. I have tried rebooting my Apple TV, factory resetting my Apple TV, rebooting my modem and router -- nothing works. I also called Apple Support, but no luck there. I even tried a different Apple TV but that didn't solve the issue either. All the other apps work fine, no glitches.

Thank you so much for the response. I did check to see if my Apple TV was set to use Auto DNS, which it was. I ended up contacting my ISP and had them change my router and modem. That seems to have done the trick. Fingers crossed that the problem doesn't come up again.

Every time I visit apple.com or netflix.com it says that the connection is not private and doesn't allow me to connect to it. I opened port 443 on my modem (as well as ports 8080 and 2222) so I would be able to ssh to my Raspberry Pi at home from the outside (I also use it to test my website on port 8080).