I'm getting a black screen with sound.

If you are hearing sound but not seeing 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 are neither hearing sound nor seeing video, please visit I'm getting a 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

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

We are currently researching this error. To help us investigate, please contact 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. Select the Menu icon from the upper right corner of your browser.

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will display the current version and automatically install available updates.

  5. Select Relaunch to complete the update.

  6. Try Netflix again.

On the Netflix app

Troubleshoot your hardware connection

  1. Try reversing the ends of the HDMI cable.

  2. Try an alternate HDMI cable.

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

At any other time

We are currently researching this error. To help us investigate, please contact 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. Select the Menu icon from the upper right corner of your browser.

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will display the current version and automatically install available updates.

  5. Select Relaunch to complete the update.

  6. Try Netflix again.

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

At any other time

We are currently researching this error. To help us investigate, please contact 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. Select the Menu icon from the upper right corner of your browser.

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will display the current version and automatically install available updates.

  5. Select Relaunch to complete the update.

  6. Try Netflix again.

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

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.

At any other time

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

Game Consoles

Nintendo Wii U

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

When you launch the Netflix app

Restart your Wii U and your TV

  1. Unplug your Wii U and your TV from power for at least 1 minute.

  2. Plug your Wii U and your TV back in.

  3. Turn your Wii U and your TV on with the power button.

  4. Try Netflix again.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

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

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

PlayStation 4

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

When you launch 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 get back to streaming, follow the steps below.

Disable 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 resolved your issue but you still want to stream Netflix in HDR, you will need to disconnect your PSVR unit and watch Netflix directly from your PlayStation 4 Pro.

If this did not resolve your problem, or you were not 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

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

Restart your Xbox

  1. Turn off your Xbox.

  2. Unplug the power cord from the back of the console for at least 1 minute.

  3. While your Xbox is unplugged, press and hold the power button on the console for 5 seconds to discharge it.

  4. Plug your Xbox back in.

  5. Turn your Xbox on with the power button and try Netflix again.

At any other time

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

All other game consoles

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

  3. Once the device is completely powered off, hold the Power button until you are presented with 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 are currently researching this error. To help us investigate, please contact 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

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.

Turn off Color Correction

  1. Go to Settings.

  2. Select Accessibility.

    • If you do not see Accessibility, you may need to select Device first.

  3. Select Vision.

    • If you do not see Vision, continue to the next step.

  4. Select Color Correction.

    • If you do not see Color Correction select Color Adjustment instead.

  5. Select Off.

  6. Try Netflix again.

Ensure 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 your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

At any other time

We are currently researching this error. To help us investigate, please contact 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, then drag the top slider to turn your device completely off.

    • If the sliders do not 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 to turn your device back on.

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

At any other time

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

Nook

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. Power your device completely off for at least 15 seconds.

  2. Power your device back on.

  3. Try Netflix again.

At any other time

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

All other mobile phones and tablets

We are currently researching this error. To help us investigate, please contact 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. Unplug your device from power for at least 1 minute.

  2. Plug your device back in.

  3. Turn the device back on with the Fire TV remote.

  4. Try Netflix again.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

We are currently researching this error. To help us investigate, please contact 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 Apple TV

  1. Unplug your Apple TV and the TV it's connected to from power for at least 2 minutes.

  2. Plug both devices back in.

  3. Turn both devices back on.

  4. Try Netflix again.

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

Chromecast

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

When you try to play a TV show or movie

Disconnect Google Home screen mirroring
  1. Open the Google Home app on your phone.

  2. Tap the Menu icon in the lower right corner.

  3. Select Mirror device.

  4. Select Disconnect.

  5. Open the Netflix app.

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

  7. Tap the Cast icon from the title description page.

  8. Your title should now successfully cast to your TV.

At any other time

We are currently researching this error. To help us investigate, please contact 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 Roku
  1. Unplug your Roku from power for at least 1 full minute.

  2. Plug your Roku back in.

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

  4. Wait 1 additional minute.

  5. Try Netflix again.

At any other time

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

Powercycle your device
  1. Unplug your device from your TV and its power source for at least 1 minute.

  2. Plug your device back in.

  3. Turn the device back on with the Roku remote.

  4. Try Netflix again.

At any other time

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

All other set-top boxes and streaming media players

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

When you launch the Netflix app

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.

When you try to play a TV show or movie

Troubleshoot your hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting 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 were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

At any other time

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

Smart TVs

Smart TV

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

When you launch the app

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.

When you try to play a TV show or movie

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.

Contact your device manufacturer

Your TV's picture settings may be causing Netflix to display a black screen. Contact your device manufacturer for help adjusting these settings.

At any other time

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

All Other Devices

All other devices

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