Black screen with sound
If you hear sound but don't see video, or if the video goes black while watching, it usually means an issue with your device or a video cable stopped Netflix from showing video.
Note:If you don't get any sound or video, follow these steps instead.
To fix the problem, follow the steps for your device.
Follow these steps if you use a TV or a device that connects to your TV like a streaming stick, media player, Apple TV, set-top box, or Blu-ray player.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
There might be an issue with the connection between your device and the TV.
To fix the problem:
Make sure you're using an HDMI cable.
Try reversing the ends of the HDMI cable.
Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.
Try connecting to a different HDMI port on your TV.
Try a new HDMI cable.
If available, try an HDMI port on another TV.
If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.
You might need to change the Video or Picture settings on your TV or device, or troubleshoot a video issue.
Note:Because the steps to change these settings or troubleshoot a video issue are unique for each device, Netflix Customer Service can't assist with following steps for your device.
To get steps to change these settings or troubleshoot a video issue:
Check the manual or instructions that came with your TV or device.
Contact the TV or device manufacturer, or search their website for help.
Apps or features that mirror your Android device's screen to a TV might not be supported by Netflix. To use your Android device to watch Netflix on a TV, use a supported connection.
If you get the same problem with other TV shows or movies, skip these steps.
If other TV shows or movies play normally, you can tell us about the problem.
Using a web browser, go to Viewing Activity in your account.
In the list, find the TV show or movie with the issue and click Report a Problem.
Follow the instructions, then click Report Problem.
Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to How to report issues with a title.
Turn off your phone or tablet. Make sure it's turned off, not just locked.
Turn it back on.
Try Netflix again.
Open the Settings app.
Tap System > System update.
Check for and install available updates.
Try Netflix again.
These steps may remove apps, data, or settings saved on your device. Before you continue, make sure to have your Wi-Fi name and password and Netflix sign-in information ready.
To fix this issue, you'll need to contact the company that made your device.
When you talk to them, ask for their help with these steps. After each step, try Netflix again to see if it fixed the problem.
Update your device's firmware or software to the latest version.
Restore your device to its original settings, like when you first got it.
If they can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.
Open the App Switcher by pressing the Home button twice. If your device doesn't have a home button, swipe up from the bottom of the screen and hold.
Swipe up on the app to quit it.
Open the app, then try again.
Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.
If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.
After 10 seconds, press the Sleep/Wake button.
Once your device powers on, try Netflix again.
Airplay and Screen Mirroring are no longer supported by Netflix.
To use your iPhone or iPad to watch Netflix on a TV, use a supported connection.
Screen Mirroring and Sidecar are no longer supported by Netflix and need to be turned off while Netflix is playing. For help turning off these features, contact Apple Support.
If you use a web browser:
Go to Netflix supported browsers to update your web browser or get a different browser.
You may need to update your computer's video driver, or install a video driver supported by Windows 10.
Netflix Customer Service can't help with these steps. If you aren't comfortable doing them by yourself, contact your computer's manufacturer for help.
If your computer uses a graphics card or GPU, use the software that was installed with the card to update its video driver.
Note:AMD and NVIDIA are the most common producers of GPUs and GPU software.
If an update didn't work or there were no updates available, uninstall the driver and reinstall it.
If there is no video driver for your computer that is supported by Windows 10, try playing Netflix with a different device or browser, like Google Chrome, Mozilla Firefox, or Opera.
If you use the Netflix app for Windows:
Resetting the app will sign you out of Netflix.
Click the Start menu, then click Settings
.On the left, click Apps > Installed apps.
Scroll down to find the Netflix app.
Next to the Netflix app, click the Menu
, then click Advanced options.Under Reset, click the Reset button.
Try Netflix again
You may need to update your computer's video driver, or install a video driver supported by Windows 10.
Netflix Customer Service can't help with these steps. If you aren't comfortable doing them by yourself, contact your computer's manufacturer for help.
If your computer uses a graphics card or GPU, use the software that was installed with the card to update its video driver.
If an update didn't work or there were no updates available, uninstall the driver and reinstall it.
If there is no video driver for your computer that is supported by Windows 10, try playing Netflix with a different device or browser, like Google Chrome, Mozilla Firefox, or Opera.
Go to Netflix supported browsers to update your web browser or get a different browser.
Airplay and Screen Mirroring are no longer supported by Netflix.
To use your Mac to watch Netflix on a TV, use a supported connection.
Screen Mirroring and Sidecar are no longer supported by Netflix and need to be turned off while Netflix is playing.
For help turning off these features, contact Apple Support.
In the upper right corner of your browser, click More
.Click Help > About Google Chrome.
Wait while Chrome automatically checks for new updates.
If an update is available, click Relaunch.
Try Netflix again.
You might need to troubleshoot an issue with your video cable. After each step, try Netflix again.
Reverse the ends of the HDMI cable.
If available, try another HDMI port on your TV or display.
Try using another HDMI cable.
You may be using Google Home screen mirroring to watch Netflix from your phone. Use the steps below to turn off screen mirroring and cast directly from the Netflix app.
Make sure your phone or tablet is on the same Wi-Fi network as your Chromecast device.
Open the Google Home app.
Tap your Chromecast device, then tap Stop mirroring.
Open the Netflix app.
Tap the TV show or movie you want to watch.
Tap the Cast icon from the title description page to cast to your TV.
If you are using a first-generation Playstation VR (CUH-ZVR1) on a PlayStation 4 Pro, your problem may be caused by an HDR setting. To change the setting, follow the steps below.
Turn off HDR
From the PS4 home screen, select Settings.
Select Sounds and screen.
Select Video Output Settings.
Select HDR.
Turn HDR Off.
Try Netflix again.
If this fixed your issue but you still want to stream Netflix in HDR, disconnect your PSVR unit and watch Netflix directly from your PlayStation 4 Pro.
If this didn't fix your problem, or you aren't using a first-generation PlayStation VR on a PlayStation 4 Pro, continue troubleshooting below.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
There might be an issue with the connection between your device and the TV.
To fix the problem:
Make sure you're using an HDMI cable.
Try reversing the ends of the HDMI cable.
Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.
Try connecting to a different HDMI port on your TV.
Try a new HDMI cable.
If available, try an HDMI port on another TV.
If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.
Unplug your device from power.
Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
Plug your device back in.
Turn your device on and try Netflix again.
There might be an issue with the connection between your device and the TV.
To fix the problem:
Make sure you're using an HDMI cable.
Try reversing the ends of the HDMI cable.
Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.
Try connecting to a different HDMI port on your TV.
Try a new HDMI cable.
If available, try an HDMI port on another TV.
If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.
We're looking into this problem. To help us investigate, contact us.