Black screen with sound

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.

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 researching this error. 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 researching this error. 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 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, please contact customer service.

At any other time

We're researching this error. 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.

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're researching this error. To help us investigate, please contact Netflix Customer Service.

Game consoles

Nintendo Wii U

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

When you open 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

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 researching this error. To help us investigate, please contact Netflix 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

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 researching this error. 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 researching this error. 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 researching this error. 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 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're researching this error. To help us investigate, please contact Netflix Customer Service.

All other game consoles

We're researching this error. To help us investigate, please contact Netflix 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 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.

  3. Once the device is completely powered off, hold the Power button until you see 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're researching this error. To help us investigate, please contact Netflix 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 didn't work.

  • If you don't see the Report a Problem link, the problem has automatically been reported.

Restart your Android phone or tablet

  1. Turn off your Android phone or tablet by holding down the power button.

  2. Confirm that you want to turn off your Android.

  3. To turn your Android back on, press the power button again.

  4. Try Netflix again.

Turn off color correction

  1. Go to Settings.

  2. Select Accessibility.

    • If you don't see Accessibility, you may need to select Device first.

  3. Select Vision.

    • If you don't see Vision, continue to the next step.

  4. Select Color Correction or Color Adjustment.

  5. Select Off.

  6. Try Netflix again.

Make sure 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 the device manufacturer

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.

At any other time

We're researching this error. 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.

At any other time

We're researching this error. To help us investigate, please contact Netflix 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're researching this error. To help us investigate, please contact Netflix Customer Service.

All other mobile phones and tablets

We're researching this error. 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. 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

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 researching this error. 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 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

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 researching this error. 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 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:

What to do next

We're researching this error. To help us investigate, please contact Netflix Customer Service.

At any other time

We're researching this error. 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 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're researching this error. 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

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're researching this error. 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. 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

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 researching this error. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Smart TV

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

When you open the Netflix 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 can't access the power button or your TV doesn't have one, leave the 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 can't access the power button or your TV doesn't have one, leave the 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 the black screen. For help adjusting these settings, contact your device manufacturer.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other devices

All other devices

We're researching this error. To help us investigate, please contact Netflix Customer Service.