Netflix App Audio or Video Issues

Having audio or video problems?

  • Audio problems may include no sound, sound that fades in and out, volume that seems to increase and decrease, sped up audio tracks, or audio that is out of sync with the video.

  • Video problems may include distorted video, video that fades in and out, or screens that go a solid color (most often black, blue, pink or green).

These types of issues can sometimes indicate an issue with the HDCP handshake, which is necessary for proper communication between your device and your display.

What should I do?

Play another movie or TV show

If you are able to successfully play another title, go to the Instant Watching 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.

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.

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