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Black screen with sound

If you hear sound but don't see video when you try to watch Netflix, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.

If you don't hear sound or see video, visit Black screen with no sound.

Blu-ray players

Blu-ray player

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Computers

Google Chromebook or Chromebox

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

On Google Chrome

Update Google Chrome

  1. In the upper right corner of your browser, select Menu .

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will show the current version and automatically install any updates.

  5. Select Relaunch.

  6. Try Netflix again.

On the Netflix app

Troubleshoot your hardware connection

  1. Try reversing the ends of the HDMI cable.

  2. Try another HDMI cable.

  3. If available, try another HDMI port on your TV.

At any other time

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

Mac computer

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Update Google Chrome

  1. In the upper right corner of your browser, select Menu .

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will show the current version and automatically install any updates.

  5. Select Relaunch.

  6. Try Netflix again.

If you are not using the Chrome browser, please contact customer service.

At any other time

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

Windows computer

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Update Google Chrome

  1. In the upper right corner of your browser, select Menu .

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will show the current version and automatically install any updates.

  5. Select Relaunch.

  6. Try Netflix again.

If you are not using the Chrome browser, continue troubleshooting below.

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.

At any other time

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

Game consoles

PlayStation 3

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

PlayStation 4

When do you get a black or blank screen with sound?

When you open the Netflix app

Are you using PlayStation VR?

If you are using a first-generation Playstation VR (CUH-ZVR1) on a PlayStation 4 Pro, your problem may be caused by an HDR setting. To change the setting, follow the steps below.

Turn off HDR

  1. From the PS4 home screen, select Settings.

  2. Select Sounds and screen.

  3. Select Video Output Settings.

  4. Select HDR.

  5. Turn HDR Off.

  6. Try Netflix again.

If this fixed your issue but you still want to stream Netflix in HDR, disconnect your PSVR unit and watch Netflix directly from your PlayStation 4 Pro.

If this didn't fix your problem, or you aren't using a first-generation PlayStation VR on a PlayStation 4 Pro, continue troubleshooting below.

What should I do next?

If you are not using a first generation PlayStation VR or a PlayStation 4 Pro, or if the steps above did not resolve your issue, please contact customer service to help us investigate this error.

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Xbox 360

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Xbox One

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

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

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

At any other time

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

All other game consoles

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

Mobile phones and tablets

Amazon Fire tablet

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your tablet

  1. Hold the Power button on the side of your tablet.

  2. When you see the message Do you want to shut down your Kindle? or Do you want to shut down your Fire?, tap Shut Down, Power Off, or OK.

  3. Once the device is completely powered off, hold the Power button until you see the Kindle or Amazon logo.

  4. Try Netflix again.

Clear the Netflix app data

  1. Swipe downwards from the top edge of the screen to access Settings.

  2. Select Applications.

  3. Select Manage all Applications.

  4. Select Netflix.

  5. Select Clear Data.

  6. Once the data is cleared, hold the Power button on the side of your tablet.

  7. When you are prompted with the message Do you want to shut down your Kindle? or Do you want to shut down your Fire?, tap Shut Down, Power Off, or OK.

  8. Once the device is completely powered off, hold the Power button until you are presented with the Kindle or Amazon logo.

  9. Try Netflix again.

Turn off color correction

  1. Go to Settings.

  2. Select Accessibility.

  3. Turn Color Correction to Off.

  4. Try Netflix again.

At any other time

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

Android phone or tablet

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

Turn your device off, then back on

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

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

  3. To turn your Android back on, press the power button again.

  4. Try Netflix again.

Turn off color correction

  1. Go to Settings.

  2. Select Accessibility.

    • If you don't see Accessibility, you may need to select Device first.

  3. Select Vision.

    • If you don't see Vision, continue to the next step.

  4. Select Color Correction or Color Adjustment.

  5. Select Off.

  6. Try Netflix again.

Make sure your Android device is up to date

  1. Go to Settings.

  2. Select System, then select Advanced.

    • If you don't see System, select About Device/Tablet.

  3. Select System Update or Software Update.

  4. Once you've downloaded any available updates, try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

At any other time

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

iPhone, iPad, or iPod touch

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your iPhone, iPad, or iPod touch

  1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

  2. After 10 seconds, press the Sleep/Wake button.

  3. Once your device powers on, try Netflix again.

At any other time

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

All other mobile phones and tablets

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

Set-top boxes and streaming media players

Amazon Fire TV/Stick

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your device

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

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

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Apple TV 4 or Apple TV 4K

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your device

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

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

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Chromecast

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

If you're casting to your Chromecast using an Android phone or tablet:

Disconnect Google Home screen mirroring

You may be using Google Home screen mirroring to watch Netflix from your phone. Use the steps below to turn off screen mirroring and cast directly from the Netflix app.

  1. Make sure your phone or tablet is on the same Wi-Fi network as your Chromecast device.

  2. Open the Google Home app.

  3. Tap your Chromecast device, then tap Stop mirroring.

  4. Open the Netflix app.

  5. Tap the TV show or movie you want to watch.

  6. Tap the Cast icon from the title description page to cast to your TV.

If you're not using screen mirroring or these steps didn't fix the problem, continue below.

What to do next

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

If you're casting to your Chromecast using an iPad, iPhone, or iPod touch:

What to do next

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

At any other time

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

Roku

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your device

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

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

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

At any other time

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

Roku Streaming Stick

When do you get a black or blank screen with sound?

When you try to play a TV show or movie

Restart your device

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

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

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

At any other time

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

All other set-top boxes and streaming media players

When do you get a black or blank screen with sound?

When you open the Netflix app

Restart your device

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

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

  2. Leave your device off for 30 seconds.

  3. Turn on your device and try Netflix again.

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

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

Smart TVs

Smart TV

When do you get a black or blank screen with sound?

When you open the Netflix app

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

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

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to play a TV show or movie

Restart your device

  1. Unplug your device from power for at least 1 minute.

  2. While the device is unplugged, press the power button on the device to discharge it.

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

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact your device manufacturer

Your TV's picture settings may be causing the black screen. For help adjusting these settings, contact your device manufacturer.

At any other time

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

All other devices

All other devices

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

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