I'm getting a green screen with sound.

If you experience a green screen with sound when you try to watch Netflix, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue.

Amazon Fire TV/Stick

Restart your device
  1. Press the Home button on your Amazon Fire TV remote.

  2. Select Settings.

  3. Select System or Device.

  4. Select Restart.

  5. Try Netflix again.

Android phone or tablet

Make sure your device is certified

The Netflix app may not work properly on devices that are not certified by Google. To determine if your device is certified, ensure that:

  1. You have access to the Google Play Store on your device, and

  2. You can find the Netflix app in the Google Play Store, and install it if it is not already installed

If your device meets these criteria, continue to the next set of troubleshooting steps.

If your device does not meet these criteria, use this article to download a version of the app that may work with your device.

If your device is rooted or uncertified, you may not be able to download the Netflix app, or it may not function properly. Your device is not being blocked by Netflix, but there may be an issue with the device’s configuration. Contact your device manufacturer to determine if the device is certified and compatible with Netflix

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 did not work.

  • If you do not see the Report a Problem link, the problem has automatically been reported.

Restart your Android phone or tablet

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

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

  3. Press the power button again to power your Android back on.

  4. Once your Android finishes turning on, try Netflix again.


Restart your iPad

  1. Press and hold the Sleep/Wake button until the red slider appears.

  2. Drag the slider to turn your device completely off.

  3. After 10 seconds, press the Sleep/Wake button to turn your device back on.

  4. Once your device powers on, try Netflix again.

Mac computer

Update your OS

Visit Apple's support site to upgrade to OS X version 10.13 or higher.

Nvidia Shield

If you see a green screen with a green x, please visit I'm getting a red or green x when I try to watch Netflix.

If you see a green screen but do not see a green x, please contact customer service.

Windows computer or tablet

Uninstall and reinstall the Netflix app

Uninstall the Netflix app

  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.

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.

Perform Windows updates

You may need to install important updates to resolve your issue.

  1. Go to the Charms Menu by pressing the Windows Key + C.

  2. Select Search.

  3. Select Everywhere from the drop-down menu.

    • If you do not have a drop-menu continue to step 4.

  4. Search for "WUAPP."

  5. Select the WUAPP App.

  6. Select Check for Updates.

  7. Select Install Important Updates.

  8. Once the updates are installed, restart your computer and try Netflix again.

All other devices

We are currently researching this error. To help us investigate, please contact customer service.