I'm getting sound and video issues on my computer.

If you're experiencing any of the following on your Windows or Mac computer while trying to watch Netflix:

Sound Issues:
Video Issues:
  • No sound
  • Sound that fades in and out
  • Volume that seems to increase and decrease
  • Sped-up sound
  • Sound out of sync
  • No video
  • Distorted video
  • Video fading in and out
  • Video out of sync
  • Choppy video

First, make sure your issue isn't due to an issue with the movie or TV show itself:

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 you see this issue on every movie and TV show you try to watch, your computer's processor may be overloaded. Try the following steps to improve the Netflix experience on 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.
  • If you don't see an HD button, you are likely using a newer browser, which will automatically adjust your video to the appropriate quality settings.

If the steps above didn't fix the issue, the issue you're experiencing may be due to one or more audio settings on your computer. To fix this issue, try the steps below for your Windows or Mac computer.


Steps for Windows

Is your volume on and turned up?

Make sure the volume is turned up on both the Netflix.com player and your computer.

  1. Click Play to begin watching a movie or TV show through Netflix.com.
  2. While your video is playing, locate the audio icon (Netflix player audio icon) in the player control bar. Hover-over it to get a slider pop-up; slide the control knob to the top to turn the volume all the way up.
  3. Now make sure the volume on your computer is also turned up.
    • There may be volume controls on your keyboard as part of the function keys. Depending on your setup, you may need to hold down the Function (fn) key while also pressing F1.
    • If you're using a laptop or tablet, unplug any external speakers or headphones to see if you get better sound through the built-in speakers.
    • If you need any help with your computer’s volume, check your owner's manual or talk with your computer manufacturer.

Enable Loudness Equalization
  1. Click on the Start button.
    • If using Windows 8 right click the Start button or press Windows Key + X at the same time.
  2. Select Control Panel.
  3. Click Sound.
    • If you do not see Sound, click Hardware and Sound, then click Sound.
  4. On the Playback tab, click the Default Device (indicated by a green circle with a check mark inside).
  5. Click Properties.
  6. Select the Enhancements tab.
  7. Check the box for Loudness Equalization.
  8. Make sure Disable all enhancements is unchecked.
  9. Click OK to close Speakers Properties, then click OK.

Adjust the Volume Mixer settings

Windows 8

  1. From desktop mode select the speakers icon from the System Tray
  2. Select Mixer from the volume bar that appears
  3. Select Adjust System Volume
  4. Adjust the Volume Mixer settings and try Netflix again
 

Windows 7/Vista

  1. Select the Start Menu in the bottom left hand corner of the screen
  2. Select Control Panel
  3. Select Hardware and Sound
  4. Select Adjust System Volume
  5. Adjust the Volume Mixer settings and try Netflix again
 

Windows XP

  1. Select the Start Menu in the bottom left hand corner of the screen
  2. Select Control Panel
  3. Select Sound, Speech, and Audio Devices
  4. Select Adjust System Volume
  5. Under the Volume tab within Device Volume select the Advanced option
  6. Adjust the Master Volume settings and try Netflix again

Clear the Silverlight temporary files on Windows XP

Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files.

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window.
  3. Type %userprofile% and select OK.
  4. Open the Local Settings folder.
    • If you do not see the Local Settings folder, you may need to enable hidden files and folders:
      1. Click Tools.
      2. Click Folder Options.
      3. Click the View tab.
      4. Select Show Hidden Files and Folders.
      5. Click OK.
      6. Now open the Local Settings folder.
      Note: If you enable Show Hidden Files and Folders, make sure to change back to Do Not Show Hidden Files and Folders when you are through with the steps below.
  5. Open the Application Data folder.
  6. Open the Microsoft folder.
  7. Open the Silverlight folder.
  8. Right Click on the is folder and choose Delete.The IS folder contains Silverlight's settings. Deleting the IS folder essentially restores Silverlight's default settings.
  9. Open your web browser and try to play a title again.

Clear the Silverlight temporary files on Windows 7/Vista

Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files.

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window.
  3. Type %userprofile%/appdata and select OK.
  4. Open the LocalLow folder.
  5. Open the Microsoft folder.
  6. Open the Silverlight folder.
  7. Right-click on the is folder and select Delete.The IS folder contains Silverlight's settings. Deleting the IS folder essentially restores Silverlight's default settings.
  8. Open a browser and try to play the title again.

Clear the Silverlight temporary files on Windows 8
Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files.
  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Swipe in from the right edge of the screen, then tap Search. (If you're using a mouse, point to the lower-right corner of the screen, then click Search.)
  3. Type %userprofile%/appdata and select OK.
  4. Open the LocalLow folder.
  5. Open the Microsoft folder.
  6. Open the Silverlight folder.
  7. Right Click or Press and Hold on the is folder and select Delete.The IS folder contains Silverlight's settings. Deleting the IS folder essentially restores Silverlight's default settings.
  8. Open a browser and try to play the title again.

Steps for Mac

Is your volume on and turned up?

Make sure the volume is turned up on both the Netflix.com player and your computer.

  1. Click Play to begin watching a movie or TV show through Netflix.com.
  2. While your video is playing, locate the audio icon (Netflix player audio icon) in the player control bar. Hover-over it to get a slider pop-up; slide the control knob to the top to turn the volume all the way up.
  3. Now make sure the volume on your computer is also turned up.
    • There may be volume controls on your keyboard as part of the function keys. Depending on your setup, you may need to hold down the Function (fn) key while also pressing F1.
    • If you're using a laptop or tablet, unplug any external speakers or headphones to see if you get better sound through the built-in speakers.
    • If you need any help with your computer’s volume, check your owner's manual or talk with your computer manufacturer.

Clear the Silverlight temporary files
  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click the Finder icon in your Dock.
  3. In the menu bar at the top of the screen, select Go.
  4. Hold down the Option key on your keyboard and select Library.
    Note: If Library is not listed, select Home and open the Library folder.
  5. Open the Application Support folder.
  6. Open the Microsoft folder.
  7. Open the Silverlight folder.
  8. Drag the is folder to the Trash.The IS folder contains Silverlight's settings. Deleting the IS folder essentially restores Silverlight's default settings.
  9. Open a web browser and play your movie or TV show again.

Wait time: 4 minutes