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Black screen with sound

If you hear sound but don't see video, or if the video goes black while watching, it usually means an issue with your device or a video cable stopped Netflix from showing video.

Note:
If you don't get any sound or video, follow these steps instead.

To fix the problem, follow the steps for your device.

TV or TV-connected device

Follow these steps if you use a TV or a device that connects to your TV like a streaming stick, media player, Apple TV, set-top box, or Blu-ray player.

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

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

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  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.

Contact your device manufacturer

You might need to change the Video or Picture settings on your TV or device, or troubleshoot a video issue.

Note:
Because the steps to change these settings or troubleshoot a video issue are unique for each device, Netflix Customer Service can't assist with following steps for your device.

To get steps to change these settings or troubleshoot a video issue:

  • Check the manual or instructions that came with your TV or device.

  • Contact the TV or device manufacturer, or search their website for help.

Android phone or tablet

Apps or features that mirror your Android device's screen to a TV might not be supported by Netflix. To use your Android device to watch Netflix on a TV, use a supported connection.

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 How to report issues with a title.

Turn your device off, then on

  1. Turn off your Android. Make sure it's powered off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Update your Android

  1. Open Settings.

  2. Find System update or Software update.

  3. Check for and install available updates.

  4. Try Netflix again.

Contact the device manufacturer

To fix this issue, you'll need to contact the device manufacturer for help.

These steps might erase data and settings saved on your device. Before doing these steps, make sure you have your Wi-Fi name and password and Netflix sign-in information.

  • Updating your device to the latest software or firmware version

  • Resetting your device to its original factory settings.

If the manufacturer can't fix the problem or these steps don't work, you'll need to use a different device to watch Netflix.

iPhone or iPad

Quit and reopen the app

  1. Open the App Switcher by pressing the Home button twice.

    Note:
    For devices without a Home button, swipe up from the bottom of the screen and hold.

  2. Swipe up on the app to quit it.

  3. Open the app, then try again.

The steps to quit an app might be different for your device. To get steps for your device, go to the Apple Support site.

Restart your iPhone or iPad

  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.

If you connect to a TV using a video cable adapter

If your iOS device has a Lightning connector and you connect it to your TV using a video cable adapter, the adapter might not be supported.

To check your adapter:

  1. Remove any cables connected to the adapter, then connect it to your iPhone or iPad.

  2. Go to Settings > General > About > Apple HDMI Adapter.

  3. Check the Model Number.

If the model number is A1438, your adapter is supported, but your video cable might be causing the issue. Try connecting to a different port on your TV or a different video cable.

If you don't see A1438, your adapter model is not supported and is causing the issue. To learn more about supported video adapters, go to Apple's support site.

If you use Airplay or Screen Mirroring

Airplay and Screen Mirroring are no longer supported by Netflix.

To use your iPhone or iPad to watch Netflix on a TV, use a supported connection.

If connecting your iPad to a Mac computer

Screen Mirroring and Sidecar are no longer supported by Netflix and need to be turned off while Netflix is playing. For help turning off these features, contact Apple Support.

Computer

Windows

Update your web browser

Go to Netflix supported browsers to update your web browser or get a different browser.

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.

Mac

Update your web browser

Go to Netflix supported browsers to update your web browser or get a different browser.

If you connect to a TV or display

Airplay and Screen Mirroring are no longer supported by Netflix.

To use your Mac to watch Netflix on a TV, use a supported connection.

If you connect your Mac to an iPad

Screen Mirroring and Sidecar are no longer supported by Netflix and need to be turned off while Netflix is playing.

For help turning off these features, contact Apple Support.

ChromeOS

Update Google Chrome

  1. In the upper right corner of your browser, click More .

  2. Click Help > About Google Chrome.

  3. Wait while Chrome automatically checks for new updates.

  4. If an update is available, click Relaunch.

  5. Try Netflix again.

If connecting to a TV or display

You might need to troubleshoot an issue with your video cable. After each step, try Netflix again.

  1. Reverse the ends of the HDMI cable.

  2. If available, try another HDMI port on your TV or display.

  3. Try using another HDMI cable.

Chromecast

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.

PlayStation 4

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.

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

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

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  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.

Xbox

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Troubleshoot your hardware connection

There might be an issue with the connection between your device and the TV.

To fix the problem:

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

  2. Try reversing the ends of the HDMI cable.

  3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

  4. Try connecting to a different HDMI port on your TV.

  5. Try a new HDMI cable.

  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.

All other devices

We're looking into this problem. To help us investigate, contact us.

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