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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.

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.

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.

Tablet with power icon indicating turn off process

  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.

  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.

  1. Shut down your computer through the menu:

    • Mac: In the upper left, click the Apple menu, then click Shut Down.

    • Windows: Click the Start menu, then click Power > Shut down.

    • Chromebook: In the bottom right, click the time, then click Sign out > Shut down.

  2. Leave your computer off for at least 10 seconds.

  3. Turn it back on, then try Netflix again.

If that doesn't work, follow the steps for your computer.

Resetting the app will sign you out of Netflix.

  1. Click the Start menu, then click Settings.

  2. On the left, click Apps > Installed apps.

  3. Scroll down to find the Netflix app.

  4. Next to the Netflix app, click the Menu, then click Advanced options.

  5. Under Reset, click the Reset button.

  6. Try Netflix again

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.

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

Computers with Windows XP, Vista, 7, or 8.1 installed are no longer supported by Microsoft and can't update to a version that works with Netflix. To explore your options or learn more, go to Microsoft's support site.

Update your Mac computer

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

Update your Chromebook

Follow Google's steps to update your Chromebook's operating system, then try Netflix again.

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

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