Troubleshooting FAQ

Hello! We’re so glad that you’re using Scener and we hope that you are enjoying it so far. Since you’ve come to this page, we suspect you might be having some trouble, so we have outlined a few common solutions to help get you sorted. Hopefully these can get you back to binge-watching Netflix with your pals ASAP.

If you’re experiencing something that is not fixed by any of the following – or if you have any questions about any of the information below–feel free to shoot us an email at and our team will get back to you as soon as possible!

Let’s get started!

The first thing you should try whenever you encounter an issue is reloading your browser. We’ve found that ctrl +shift + R on PC (or command + shift + R on Mac) often does the trick.

Still not working? No worries. Here are some solutions to allow you to troubleshoot your specific issue…

Uh, something’s wrong with my audio and/or video…

Did you accidentally deny Scener access to audio or video? Is your audio or video not working or showing up? It happens. Try these steps below to allow for audio and video permissions.

  1. For Macs, click Chrome from the navigation bar at the top of your screen, and select Preferences. For Windows, type this into your search bar: chrome://settings1a
  2. Scroll to the bottom and click Advanced.1b
  3. Under Privacy and Security, click on Site Settings.1c
  4. Under Permissions, click on Camera (if issues with video) or click on Microphone (if issues with audio).1d1e
  5. Make sure the audio/video source you want is selected.1f1g
  6. If you denied permissions for Google Chrome to access Scener, press the trash can icon under the Block tab and delete it from your blocked sites.
  7. Reload page, and accept permissions this time.1h1i

The content isn’t loading! Help!

Sometimes websites store a lot of unnecessary data and it can slow down webpages. Let’s clear your Chrome browser cache.

  1. In Chrome, you can click the vertical ellipses, and click on settings. Alternatively, type this into your browser: chrome://settings2a
  2. Scroll down to the bottom of the page, and click on Advanced.2b
  3. This will give you more settings to explore, so under the Privacy and security tab, click on clear browser data. Alternatively, you can go to: chrome://settings/clearBrowserData2c
  4. From here, you can select Cached images and files (see image below) and Cookies and other site data. However, first try clearing your Cache alone, then if it doesn’t solve the issue, Cookies can be deleted too, but please note that clearing Cookies will sign you out of many websites, so you might want to change the time range to last 7 days if you are concerned about this.2d

Netflix gave me a page with a sad robot box. I’m not sure what this means.

The netflix-not-connecting bug is caused by an issue with the Netflix “Service Worker”.  If you would like to reset it yourself so Scener can connect, you can follow these steps:

  1. Go to (make sure the Scener extension is disabled)
    1. a. Disable Scener by typing chrome://extensions into your browser’s address bar. Then untoggle the switch in the bottom right-hand corner. Once untoggled, go to Netflix.3a
  2. Press Option+Command+[Letter i] and then choose the “Application” menu from the top header.3b
  3. Click the Clear Storage tab on the left sidebar (see image in step 2).
  4. Check the box for “Unregister service workers” and uncheck the box for “Cookies” so you don’t get signed out.
  5. Press “clear site data” (see image in step 2). Re-toggle Scener (see step 1a for help).

I can’t watch anything because it’s saying there’s a Netflix Site Error!! I can’t even log in!

Facing an issue where Netflix says Netflix Site Error, even without Scener? After hunting the Internet for a solution, we learned that Netflix requires users to wait 24 hours before they log back into their account after this error occurs.4a

Well, no more waiting!

We found a temporary solution to this problem and have outlined the steps to work around the Netflix issue.

  1. Select Netflix Home option from the error page.4b
  2. Select the “Try 30 days free option.”4c
  3. Click on “See the plans.”4d
  4. Now, press “Continue.”4e
    Note: The option to click on what type of plan you want your account to be on does not matter here. Choosing a different plan than what you have will not change your current subscription type. Thus, if you click a plan type before you click “Continue,” it doesn’t matter which type you click and this will not impact your account.
  5. Select “Continue” on the Create your Account page.4f
  6. Enter your existing login credentials for your Netflix account. Viola! You should now be on the Profiles (or Browse) page of Netflix.4g