Black screen with sound

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. 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.

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.

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.

1. Go to Settings.

2. Select Accessibility.

3. Turn Color Correction to Off.

4. Try Netflix again.

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.

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.

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.

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.

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

• Updating to the latest firmware for the device.

• Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different 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.

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 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.

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.

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.