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.
When do you get a black or blank screen with sound?
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
In the upper right corner of your browser, select Menu .
Select Help.
Select About Google Chrome.
Chrome will show the current version and automatically install any updates.
Select Relaunch.
Try Netflix again.
Troubleshoot your hardware connection
Try reversing the ends of the HDMI cable.
Try another HDMI cable.
If available, try another HDMI port on your TV.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
In the upper right corner of your browser, select Menu .
Select Help.
Select About Google Chrome.
Chrome will show the current version and automatically install any updates.
Select Relaunch.
Try Netflix again.
If you are not using the Chrome browser, please contact customer service.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
In the upper right corner of your browser, select Menu .
Select Help.
Select About Google Chrome.
Chrome will show the current version and automatically install any updates.
Select Relaunch.
Try Netflix again.
If you are not using the Chrome browser, continue troubleshooting below.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your Wii U and your TV from power for at least 1 minute.
Plug your Wii U and your TV back in.
Turn your Wii U and your TV on with the power button.
Try Netflix again.
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
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
From the PS4 home screen, select Settings.
Select Sounds and screen.
Select Video Output Settings.
Select HDR.
Turn HDR Off.
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.
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.
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
Turn off your Xbox.
Unplug the power cord from the back of the console for at least 1 minute.
While your Xbox is unplugged, press and hold the power button on the console for 5 seconds to discharge it.
Plug your Xbox back in.
Turn your Xbox on with the power button and try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Hold the Power button on the side of your tablet.
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.
Once the device is completely powered off, hold the Power button until you see the Kindle or Amazon logo.
Try Netflix again.
Swipe downwards from the top edge of the screen to access Settings.
Select Applications.
Select Manage all Applications.
Select Netflix.
Select Clear Data.
Once the data is cleared, hold the Power button on the side of your tablet.
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.
Once the device is completely powered off, hold the Power button until you are presented with the Kindle or Amazon logo.
Try Netflix again.
Go to Settings.
Select Accessibility.
Turn Color Correction to Off.
Try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
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 didn't work.
If you don't see the Report a Problem link, the problem has automatically been reported.
Turn off your Android phone or tablet by holding down the power button.
Confirm that you want to turn off your Android.
To turn your Android back on, press the power button again.
Try Netflix again.
Go to Settings.
Select Accessibility.
If you don't see Accessibility, you may need to select Device first.
Select Vision.
If you don't see Vision, continue to the next step.
Select Color Correction or Color Adjustment.
Select Off.
Try Netflix again.
Go to Settings.
Select System, then select Advanced.
If you don't see System, select About Device/Tablet.
Select System Update or Software Update.
Once you've downloaded any available updates, try Netflix again.
Your device is experiencing a hardware or software problem that only the device manufacturer can solve. Contact the device manufacturer and ask for the following:
Help updating to the latest firmware for the device.
Help performing a factory reset.
If the manufacturer can't help, you can watch Netflix on a different device.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
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.
After 10 seconds, press the Sleep/Wake button.
Once your device powers on, try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Power your device completely off for at least 15 seconds.
Power your device back on.
Try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your device from power for at least 1 minute.
Plug your device back in.
Turn the device back on with the Fire TV remote.
Try Netflix again.
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your Apple TV and the TV it's connected to from power for at least 2 minutes.
Plug both devices back in.
Turn both devices back on.
Try Netflix again.
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
If you're casting to your Chromecast using an Android phone or tablet:
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.
Make sure your phone or tablet is on the same Wi-Fi network as your Chromecast device.
Open the Google Home app.
Tap your Chromecast device, then tap Stop mirroring.
Open the Netflix app.
Tap the TV show or movie you want to watch.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
If you're casting to your Chromecast using an iPad, iPhone, or iPod touch:
We're researching this error. To help us investigate, please contact Netflix Customer Service.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your Roku from power for at least 1 full minute.
Plug your Roku back in.
Turn your Roku on by pressing any button on the Roku remote.
Wait 1 additional minute.
Try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your device from your TV and its power source for at least 1 minute.
Plug your device back in.
Turn the device back on with the Roku remote.
Try Netflix again.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your set-top box from power for at least 2 minutes.
Plug your set-top box back in.
Try Netflix again.
Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:
Make sure that you're using an HDMI cable.
Connect your device directly to your TV.
Try reversing the ends of the HDMI cable.
Try a new HDMI cable.
Try another HDMI port on your TV.
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.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
When do you get a black or blank screen with sound?
Unplug your TV from power for at least 1 minute.
While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.
If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.
Plug your TV back in.
Turn your TV on.
Try Netflix again.
Unplug your TV from power for at least 1 minute.
While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.
If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.
Plug your TV back in.
Turn your TV on.
Try Netflix again.
Your TV's picture settings may be causing the black screen. For help adjusting these settings, contact your device manufacturer.
We're researching this error. To help us investigate, please contact Netflix Customer Service.
We're researching this error. To help us investigate, please contact Netflix Customer Service.