Black screen with sound

1. Unplug your device from power.

2. Press the power button on the device once, then wait 1 minute. If your device doesn't have a power button or you can't reach it, leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

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.

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

2. Turn it back on.

3. Try Netflix again.

1. Open Settings.

2. Find System update or Software update.

3. Check for and install available updates.

4. Try Netflix again.

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

• Updating to the latest firmware or operating system.

• Resetting the device to its factory settings.

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

1. Double-tap the Home button.

   • If you don't have a Home button, see the steps for iPhone X below.

2. Swipe left or right until you see the Netflix app.

3. Swipe up on the Netflix app preview to close it.

   • In iOS 6, hold your finger on the app until a red badge with a line through it appears, then tap the badge to close the app.

4. Tap the Home button, then try Netflix again.

iPhone X:

1. From the Home screen, swipe up and hold until you see your open apps.

2. Swipe left or right until you see the Netflix app.

3. Swipe up on the Netflix app to close it.

4. Try Netflix again.

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.

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.

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.

1. Unplug your device from power.

2. Press the power button on the device once, then wait 1 minute. If your device doesn't have a power button or you can't reach it, leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

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

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

3. Leave your device off for 15 seconds.

4. Turn on your device and try Netflix again.

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.

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

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

3. Leave your device off for 15 seconds.

4. Turn on your device and try Netflix again.

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.

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.