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Green screen with sound

If you get a solid green screen with sound when you try to watch Netflix, follow the troubleshooting steps for your device.

Amazon Fire TV/Stick

Restart your device

  1. On your Amazon Fire TV remote, press the Home button.

  2. Select Settings.

  3. Select My Fire TV.

    • If you don't see My Fire TV, select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Android phone or tablet

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 How to report issues with a title.

Turn your device off, then back on

  1. Turn off your phone or tablet. Make sure it's turned off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Apple TV

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.

Blu-ray player

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.

iPad

Restart your iPad

  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.

Mac computer

Update your Mac computer

Follow Apple's steps to install updates and upgrades for macOS, then try Netflix again. 

Roku

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.

Smart TV

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

Windows computer or tablet

Restart your device

  1. Open the Charms Menu bar by pressing the Windows key + C.

  2. Select Settings.

  3. Select Power.

  4. Select Restart. 

  5. Wait 15 seconds, then power your device back on and try Netflix again.

Update your Windows version

Use the links below to get steps to check for updates to your version of Windows, then try Netflix again.

Computers using Windows XP or Vista aren't able to update to a version Netflix supports. We recommend using a computer with Windows 10 or later installed.

Uninstall and reinstall the Netflix app

Uninstall the Netflix app

Note:
Uninstalling the Netflix app will delete any titles you have downloaded to the device.

  1. From the Start menu, type Netflix.

  2. Right-click on or tap and hold the Netflix app.

  3. A popup will appear. Select Uninstall.

  4. Select Uninstall again.

Reinstall the Netflix app

  1. From the Start menu, select Store.

  2. Select Search from the upper right corner of the screen.

  3. Type Netflix in the search box and press Enter.

  4. Select Netflix from the results.

  5. Select Install.

    • If you are prompted to sign in, sign in with your Microsoft information.

  6. Once installation is complete, launch the app and try Netflix again.

Update your graphics drivers

Ensure that all of your graphics drivers are up to date. If your computer includes both integrated and dedicated graphics, you will need to check each one for updates. If you are unsure how to do this, contact your computer manufacturer.

Xbox One

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and try Netflix again.

All other devices

We're looking into this problem. To help us investigate, contact us.

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