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My sound is out of sync with my video.

If your sound is out of sync with your video, it typically points to a problem with the title you're trying to watch, or to a problem with your device. Follow the troubleshooting steps below to resolve the issue.

Android phone or tablet

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

Restart your Android phone or tablet

  1. Power off your Android phone or tablet by holding down the power button.

  2. Confirm that you want to turn off your Android.

  3. Press the power button again to power your Android back on.

  4. Once your Android finishes turning on, try Netflix again.

Apple TV 4 or Apple TV 4K

Change your audio settings

Apple TV 2 or Apple TV 3

  1. From the Apple TV home screen, select Settings.

  2. Select Audio and Video.

  3. Select Dolby.

  4. Select Auto to enable surround sound.

  5. Try Netflix again.

If you are still experiencing this issue, repeat steps 1-3, then select Off to disable Dolby audio and try Netflix again.

Apple TV 4 or Apple TV 4K

  1. From the Apple TV home screen, select Settings.

  2. Select Video and Audio.

  3. Select Audio Format.

  4. Select Change Format.

  5. Select Use Best Available to enable surround sound.

  6. Try Netflix again.

If you are still experiencing this issue, repeat steps 1-4, then change the New Format option from Dolby Digital 5.1 to Stereo and try Netflix again.

Troubleshoot your device connections

If you are using an external audio receiver, sound bar, or speakers:

  1. Ensure that your speakers are connected to your receiver properly.

  2. Check any HDMI or optical connectors to ensure that they are plugged in correctly.

  3. Try reversing the ends of the HDMI/optical cable or using an alternate cable.

Check your device's audio settings

If your device's audio settings are not set correctly it can cause a wide range of audio issues. Contact your device manufacturer for help adjusting these settings to be compatible with Netflix and any connected audio devices.

PlayStation 4

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

Restart your PlayStation

  1. Unplug your PlayStation 4 from power for at least 1 minute.

  2. Plug your PlayStation 4 back in.

  3. Turn your PlayStation 4 on with the power button.

  4. Try Netflix again.

Set-top Box

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

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.

Smart TV

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

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

Restart your computer

  1. Shut your computer down completely and restart it.

  2. Try Netflix again.

Perform Windows updates

Windows 7

  1. Press the Windows Key on the keyboard.

  2. In the search box, type Windows Update.

  3. Select Windows Update.

  4. Select Check for updates.

  5. Select Install updates.

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

Windows 8

  1. Go to the Charms Menu by pressing the Windows Key + C.

  2. Select Search.

  3. Select Everywhere from the drop-down menu.

    • If you do not have a drop-menu continue to step 4.

  4. Search for WUAPP.

  5. Select the WUAPP App.

  6. Select Check for Updates.

  7. Select Install Important Updates.

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

Windows 10

  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.

All other devices

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page and select the Report a Problem link next to the title that did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

What should I do next?

We are currently researching this error. To help us investigate, please contact customer service.