Black screen with sound

If you hear sound but don't see video, or if the video turns black or blank while watching Netflix, follow the steps for your device to fix the problem.

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

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.

  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.

When you try to play a TV show or movie

Restart your device

  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.

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.

Mobile phones and tablets

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 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 and ask them for help:

These steps will erase data or settings saved on the device.
  • 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.

When connecting your Android device to a TV

Apps or features that mirror your 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.

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.

When connecting your iPhone, iPad, or iPod touch to a TV

Force-close the Netflix app

  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.

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.

Turn off Airplay or Screen Mirroring

Airplay and Screen Mirroring are no longer supported by Netflix. To use your iPhone, iPad, or iPod touch to watch Netflix on a TV, use a supported connection.

Check your video cable or adapter

Your video cable or adapter might not be supported by Netflix. For a list of supported models, go to the Apple Support site.

When 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.

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 your web browser

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

When connecting 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.

When connecting your Mac to a TV

Airplay and Screen Mirroring are no longer supported by Netflix. To use your Mac to watch Netflix on a TV, use a supported connection.

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.

  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.

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.

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.

  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.

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.

  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.

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.

  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.

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.

  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.

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.

  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.

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.

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.

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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