My 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. Press the Home button on your Amazon Fire TV remote.

  2. Select Settings.

  3. Select My Fire TV.

    • If you do not see My Fire TV, you may need to 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.

Roku

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 cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Windows Computer

Perform Windows updates

  1. Press the Windows Key on the keyboard.

  2. Select Settings .

  3. Select Update & security.

  4. Windows will check for updates. If it does not, select Check for updates.

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

Ensure you have an up-to-date Windows 10 graphics driver

You may need to obtain a graphics driver compatible with Windows 10. If you are unsure how to do this, contact your computer manufacturer for further assistance.

  • If you already have a graphics driver compatible with Windows 10, uninstall the driver and reinstall it. If you need assistance, contact your computer manufacturer.

  • If you have updated to the most recent graphics driver compatible with Windows 10 and are still experiencing this error, contact your computer manufacturer.

  • If there is no graphics driver compatible with Windows 10 available for your computer, play Netflix in a browser.
    If you are already playing Netflix in a browser, try an alternate browser, such as 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 are currently researching this error. To help us investigate, please contact customer service.