I'm getting sound and video issues on my streaming device.

If you're experiencing any of the following on your game console, smart TV, Blu-ray player, or set-top box while trying to play a movie or TV show:

Sound Issues:
Video Issues:
  • No sound
  • Sound that fades in and out
  • Volume that seems to increase and decrease
  • Sped-up sound
  • Sound 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)

Make sure your issues are not caused by a problem with the movie or TV show itself by following these steps:

Play another title
  • If another title plays without error, go to your Viewing Activity page and click on the "Report problem" link next to the 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 below.

Change Audio Setting to Stereo

If your device is connected directly to your TV, check your Netflix app audio options and if surround sound is selected, try changing it to Stereo. If you are unsure how to change your Netflix app audio options, take a look at the article for alternative audio.

Note: If you're trying to stream Netflix in 5.1 surround sound, your equipment might not be compatible. If switching to stereo resolves your audio issue, please troubleshoot audio issues with your 5.1 surround sound.

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.
    • If you're connecting via an HDMI cable, try another HDMI port on your TV.
    • Switching from HDMI to a component or composite audio/video cable may correct some display issues.

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