Video freezes but sound keeps playing

If the video freezes on one image but the sound continues when you watch a title, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

Restart your device
  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Android TV

Reset your Android TV

  1. Press and hold the power button on your remote until the TV restarts.

  2. Try Netflix again.

PlayStation 3

Delete Saved Game Data
  1. Go to the PS3 Home Screen by pressing the PS button > Quit > Yes.

  2. Go to Game.

  3. Go to Game Data Utility and highlight Netflix.

  4. Press the Triangle button.

  5. Choose Delete.

  6. Choose Yes.

Roku

Restart your device
  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Smart TV

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.

Windows Computer

Update Windows

  1. Press the Windows Key on the keyboard.

  2. Select Settings .

  3. Select Update & security.

  4. Windows will check for updates. If it doesn't, select Check for updates.

  5. Once the updates are installed, restart your computer and try Netflix again.

Make sure your video drivers are up to date

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.

Xfinity X1 set-top box

Restart your device
  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

All other set-top boxes

Restart your device
  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

All other devices

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

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