I'm getting audio and video issues when I try to watch Netflix

If you're experiencing any of the following while trying to watch Netflix:

Audio Issues:
Video Issues:
  • No sound
  • Sound that fades in and out
  • Volume that seems to increase and decrease
  • Sped-up audio
  • Audio and video out of sync
  • No video
  • Distorted video
  • Video fading in and out
  • A blank screen (black or blue)
  • A colored screen (green or pink)

First, you can make sure your issues are not caused by a problem with the movie or TV show itself by following these steps:

Attempt to search for the title again
  • If you cannot find your title again on search, check back later. Content rotates in and out of our available library, or may be removed temporarily to address a technical issue.
  • If you can find your title, attempt to play it. If you still get the error, move on to the next step.

Play another title
  • If another title plays without error, go to your Instant Watching Activity page and click on the "Report problem" link next to the first title you were trying to play. If there is no "Report problem" link, the problem was automatically reported to us.

If the steps above didn't fix the problem, continue troubleshooting with the steps for your device below.


Troubleshoot your computer

Close other browser tabs, applications or programs

Netflix streaming performance may improve if you close browser tabs, applications and programs that may be taking up your computer's memory and processing resources.

Disable high definition (HD) streams

While playing a movie or TV show, check to see if there is an HD button.

  • If you see an HD button, click it, then uncheck Allow HD.

Troubleshoot Network Connection Issues

The issue you're experiencing is likely due to a connectivity problem. See our steps for troubleshooting problems connecting to Netflix.

Troubleshoot any other device

Troubleshoot your device connections
If you have frequent audio or video issues for all the titles you're streaming from Netflix through a device, try the troubleshooting steps below. Your issue may be coming from the device, the TV, receivers or stereo equipment, or the cables that connect them all together.
  1. Device or TV:
    • Audio issues can often be corrected by changing audio tracks on the TV or device, or by adjusting audio settings in the TV or device menu.
    • If the picture is stretched or cut off, changing the screen resolution on the TV or device may resolve the issue.
    • Try zooming in or out, if your TV has that option.
  2. Other equipment:
    • Bypass any receivers or stereo equipment by connecting the device directly to the TV.
      • You can do this by simply tracing the HDMI cable from the streaming device to wherever it's plugged in. Unplug the HDMI cable from any receiver / stereo equipment it may be plugged into and plug it directly into the TV.
    • If you're using a laptop or tablet, try unplugging any external headphones or speakers to see if you get better sound through the built in speakers.
  3. Cables
    • If you are using an HDMI cable, try reversing the ends, or try a new HDMI cable.
    • Switching from HDMI to a component or composite audio/video cable may correct some display issues.

Troubleshoot Network Connection Issues

The issue you're experiencing is likely due to a connectivity problem. See our steps for troubleshooting problems connecting to Netflix.

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