Poor quality or distorted video

If you see video that is blurry, fuzzy, or undefined, you may have a weak or unstable connection to the internet. Follow the troubleshooting steps for your device to resolve the issue.

Blu-ray player

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Restart your home network

  1. Turn off or unplug your Blu-ray player.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your Blu-ray player back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Computer

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

If you're watching Netflix from your computer or mobile phone or tablet, you can check your internet connection speed at fast.com.

  1. Using a web browser, visit fast.com.

  2. Wait for the test to complete, then make sure your internet speed meets our internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Reboot your computer

  1. Turn your computer completely off.

  2. Wait 10 seconds.

  3. Turn your computer back on and try Netflix again.

Although restarting your device can fix your problem right now, if you find you have to do it often, you'll want to troubleshoot your home network for a long-term fix.

Restart your home network

For this step, make sure to leave your computer powered off and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your computer.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until the indicator lights are back to its normal state. If your router is separate from your modem, plug it in and wait until the indicator lights are back to its normal state.

  4. Turn your computer back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Game console

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Restart your home network

  1. Turn off or unplug your video game console.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your game console back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Mobile phone or tablet

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

If you're watching Netflix from your computer or mobile phone or tablet, you can check your internet connection speed at fast.com.

  1. Using a web browser, visit fast.com.

  2. Wait for the test to complete, then make sure your internet speed meets our internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Turn your device off, then on

  1. Turn off your Android. Make sure it's powered off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Restart your home network

For this step, leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your mobile device.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your device back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Set-top box

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Restart your home network

For this step, make sure to leave your set-top box and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off or unplug your set-top box.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your set-top box back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Smart TV

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Sign out of Netflix

  1. From the Netflix homescreen, go left to open the menu.

  2. From the bottom of the menu, go right and select Get Help.

  3. Select Sign out.

  4. Sign back in, then try Netflix again.

If you're on an error screen:

  1. Select More Details.

  2. Select Sign out or Reset.

  3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

Restart your home network

  1. Turn off or unplug your smart TV.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your smart TV back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

Streaming media player

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click Medium or High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Check if your network can play Netflix

Public networks:

For Wi-Fi in places like a café, hotel, or school, ask if video services like Netflix are blocked.

Private networks:

Check if your connection is slower than our recommended speeds and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use Netflix.


Restart your device

  1. Turn off your device.

    Note:
    If you aren't sure your device is completely off, or if you can't find a power button, then unplug the power cable.
  2. Leave your device off for at least 30 seconds.

  3. Turn on your device and try Netflix again.

Restart your home network

  1. Turn off or unplug your streaming media player.
    Turn your streaming player off, wait 10 seconds, then power back on.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your streaming media player back on and try Netflix again.

Improve your Wi-Fi signal

To improve your Wi-Fi:

  • Move your router and your device closer to each other. If possible, put them in the same room.

  • Move your router away from other wireless devices and appliances.

  • Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

Contact your internet service provider

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

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