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. Begin from the PS3 Home Screen.

    • If you're not already at the home screen, hold the PS button in the middle of the controller, select Quit, then select Yes to return to the home screen.

  2. Navigate to Game.

  3. Navigate to Game Data Utility and highlight Netflix.

  4. Press the Triangle button on the PlayStation controller.

  5. Select Delete.

  6. Select Yes.


Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.

  2. Plug your Roku back in.

  3. Turn your Roku on by pressing any button on the Roku remote.

  4. Wait 1 full minute.

  5. Try Netflix again.

Smart TV

Restart your smart TV
  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. 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.

    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 set-top box
  1. Unplug your set-top box from power for at least 3 minutes.

  2. While the set-top box is unplugged, press the power button on the set-top box to discharge it.

  3. Plug your set-top box back in.

  4. Turn your set-top box on with the power button.

  5. Try Netflix again.

All other set-top boxes

Restart your device
  1. Unplug your set-top box from power for at least 2 minutes.

  2. Plug your set-top box back in.

  3. Try Netflix again.

All other devices

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