I'm getting video with no sound.

If you're getting video but no sound when streaming a TV show or movie, it typically points to a content problem or a problem with the connection to your speakers. Follow the troubleshooting steps for your device below to resolve the issue.

Apple TV

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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 hardware connection

Your device may be experiencing an HDCP issue that is preventing Netflix from playing your content. To resolve the issue:

  1. Ensure that you are using an HDMI cable.

  2. Bypass any receivers or stereo equipment by connecting your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you were able to stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for further assistance.

Troubleshoot your device connections

If you are using an external audio receiver, sound bar, or speakers:

  1. Ensure that your speakers are connected to your receiver properly.

  2. Check any HDMI or optical connectors to ensure that they are plugged in correctly.

  3. Try reversing the ends of the HDMI/optical cable or using an alternate cable.

Change your audio settings

Apple TV 2 or Apple TV 3

  1. From the Apple TV home screen, select Settings.

  2. Select Audio and Video.

  3. Select Dolby.

  4. Select Auto to enable surround sound.

  5. Try Netflix again.

If you are still experiencing this issue, repeat steps 1-3, then select Off to disable Dolby audio and try Netflix again.

Apple TV 4 or Apple TV 4K

  1. From the Apple TV home screen, select Settings.

  2. Select Video and Audio.

  3. Select Audio Format.

  4. Select Change Format.

  5. Select Use Best Available to enable surround sound.

  6. Try Netflix again.

If you are still experiencing this issue, repeat steps 1-4, then change the New Format option from Dolby Digital 5.1 to Stereo and try Netflix again.

Are you using an assistive listening device?

If you are using an assistive listening device or voice clarifying headset while watching Netflix, you may need to adjust your streaming device's audio output settings to Stereo or Linear PCM output. For help adjusting these settings, contact the manufacturer of your streaming device.

If you are not using one of these devices, continue troubleshooting below.

What should I do next?

We are currently researching this error. To help us investigate, please contact customer service.

Mac Computer

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

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 TV show or movie through Netflix.com.

  2. While your video is playing, locate the audio icon  in the player control bar. Hover over the icon until you get a slider pop-up, then slide the control knob to the top to turn the volume all the way up.

  3. If you're watching on a browser, ensure your tab isn't muted by looking for the mute icon on the Netflix tab while your video is playing. If your tab is muted, right-click on it and select Unmute Tab or Unmute Site.

  4. Ensure 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.

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.

Do you have anti-virus software installed?

Sometimes anti-virus software can interfere with the player Netflix uses to play TV shows and movies.

  • Quit your anti-virus software and play your TV show or movie again.

  • If a TV show or movie resumes after you've quit your anti-virus software, this may indicate that the software is outdated or unintentionally preventing Netflix from playing. Please reach out to your anti-virus software manufacturer to address these issues.

NVIDIA Shield

Adjust your audio settings

  1. Select Settings from the Nvidia home screen.

  2. Select Display & Sound.

  3. Select Advanced settings.

  4. Select Surround Sound.

  5. Select Auto.

  6. Try Netflix again.

Are you using an assistive listening device?

If you are using an assistive listening device or voice clarifying headset while watching Netflix, you may need to adjust your streaming device's audio output settings to Stereo or Linear PCM output. For help adjusting these settings, contact the manufacturer of your streaming device.

If you are not using one of these devices, continue troubleshooting below.

What should i do next?

We are currently researching this error. To help us investigate, please contact customer service.

PlayStation 3

Please note: For Japanese PlayStations, use O instead of X to confirm the selection whenever X is referenced in the troubleshooting steps below.

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

Change your audio settings

If your device is connected directly to your TV, check your Netflix app audio options. If surround sound (5.1) is selected, try changing it to a non-5.1 option. If you are unsure how to change your Netflix app audio settings, visit our alternative audio article.

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

Confirm your HDMI audio settings

  1. From the PlayStation home screen, navigate to Settings.

  2. Navigate to Sound Settings.

  3. Select Audio Output Settings.

  4. Select HDMI, then Automatic.

  5. Press X to save the settings.

  6. Try Netflix again.

If this does not resolve the issue, or if you're not currently using HDMI to connect to your TV or home theater system, you may want to manually set the audio settings on your PlayStation 3.

Enable 5.1 Surround Sound

  1. From the PlayStation home screen, navigate to Settings.

  2. Navigate to Sound Settings.

  3. Select Audio Output Settings.

  4. Highlight the cable type you are currently using to connect your PlayStation 3 to your TV or home theater system and press X.

    • If you have selected Audio Input Connector / SCART / AV MULTI, press X to save the settings and try Netflix again.

    • If you have selected HDMI, choose Manual and continue to the next step.

  5. Make sure Dolby Digital 5.1 Ch. is checked.

  6. Make sure Dolby Digital Plus is unchecked.

  7. Press the Right arrow.

  8. Press OK if prompted.

  9. Press X to save the settings.

  10. Try Netflix again.

Enable stereo sound

  1. From the PlayStation home screen, navigate to Settings.

  2. Navigate to Sound Settings.

  3. Select Audio Output Settings.

  4. Highlight the cable type you are currently using to connect your PlayStation 3 to your TV or home theater system and press X.

    • If you have selected Audio Input Connector / SCART / AV MULTI, press X to save the settings, then try Netflix again.

    • If you have selected HDMI, choose Manual and continue to the next step.

  5. Make sure only Linear PCM 2. CH 44.1 kHz and Linear PCM 2. Ch 48 kHz are checked.

  6. Make sure Dolby Digital and Dolby Digital Plus are unchecked.

  7. Press the Right arrow.

  8. Press OK if prompted.

  9. Press X to save the settings.

  10. Try Netflix again.

Smart TV

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Troubleshoot your device connections

If you are using an external audio receiver, sound bar, or speakers:

  1. Ensure that your speakers are connected to your receiver properly.

  2. Check any HDMI or optical connectors to ensure that they are plugged in correctly.

  3. Try reversing the ends of the HDMI/optical cable or using an alternate cable.

Are you using an assistive listening device?

If you are using an assistive listening device or voice clarifying headset while watching Netflix, you may need to adjust your streaming device's audio output settings to Stereo or Linear PCM output. For help adjusting these settings, contact the manufacturer of your streaming device.

If you are not using one of these devices, continue troubleshooting below.

Check your device's audio settings

If your device's audio settings are not set correctly it can cause a wide range of audio issues. Contact your device manufacturer for help adjusting these settings to be compatible with Netflix and any connected audio devices.

TiVo

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

Change your audio settings

If your device is connected directly to your TV, check your Netflix app audio options. If surround sound (5.1) is selected, try changing it to a non-5.1 option. If you are unsure how to change your Netflix app audio settings, visit our alternative audio article.

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

Enable stereo sound

  1. From the TiVo home screen, go to TiVo Central.

  2. Select Settings & Messages.

  3. Select Settings.

    • If you don't see Settings, continue to the next step.

  4. Select Audio & Video Settings.

  5. Select Dolby Digital.

  6. Select Dolby Digital to PCM.

  7. Try Netflix again.

Powercycle your TiVo

  1. Unplug your TiVo from power for at least 2 minutes.

  2. Plug your TiVo back in.

  3. Try Netflix again.

Windows Computer

Windows XP/Vista/7

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

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 TV show or movie through Netflix.com.

  2. While your video is playing, locate the audio icon  in the player control bar. Hover over the icon until you get a slider pop-up, then slide the control knob to the top to turn the volume all the way up.

  3. If you're watching on a browser, ensure your tab isn't muted by looking for the mute icon on the Netflix tab while your video is playing. If your tab is muted, right-click on it and select Unmute Tab or Unmute Site.

  4. Ensure 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.

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.

Enable Loudness Equalization

  1. From the desktop, right-click on the speaker icon on the taskbar.

  2. Select Playback Device.

  3. On the Playback tab, click the Default Device (indicated by a green circle with a check mark inside).

  4. Click Properties.

  5. Select the Enhancements tab.

  6. Check the box for Loudness Equalization.

  7. Make sure Disable all enhancements is unchecked.

  8. Click OK to close Speakers Properties, then click OK.

  9. Try Netflix again.

Note:
The Enhancements tab may not be available on all computers. If you do not see the Enhancements tab, your audio drivers or sound card may not support this feature.

Do you have anti-virus software installed?

Sometimes anti-virus software can interfere with the player Netflix uses to play TV shows and movies.

  • Quit your anti-virus software and play your TV show or movie again.

  • If a TV show or movie resumes after you've quit your anti-virus software, this may indicate that the software is outdated or unintentionally preventing Netflix from playing. Please reach out to your anti-virus software manufacturer to address these issues.

Windows 8

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

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 TV show or movie through Netflix.com.

  2. While your video is playing, locate the audio icon  in the player control bar. Hover over the icon until you get a slider pop-up, then slide the control knob to the top to turn the volume all the way up.

  3. If you're watching on a browser, ensure your tab isn't muted by looking for the mute icon on the Netflix tab while your video is playing. If your tab is muted, right-click on it and select Unmute Tab or Unmute Site.

  4. Ensure 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.

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.

Change your audio settings (Windows App Only)

  1. Launch the Netflix app.

  2. Select a TV show or movie.

  3. While your TV show or movie is playing, move your mouse over the screen.

  4. Click the Dialog icon .

  5. If surround sound (5.1) is selected, try changing it to a non-5.1 option.

  6. Try Netflix again.

If switching to a non-5.1 option resolves your audio issue, please troubleshoot audio issues with your 5.1 surround sound to resume playing in 5.1.

Windows 10

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

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 TV show or movie through Netflix.com.

  2. While your video is playing, locate the audio icon  in the player control bar. Hover over the icon until you get a slider pop-up, then slide the control knob to the top to turn the volume all the way up.

  3. If you're watching on a browser, ensure your tab isn't muted by looking for the mute icon on the Netflix tab while your video is playing. If your tab is muted, right-click on it and select Unmute Tab or Unmute Site.

  4. Ensure 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.

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.

Set audio to Studio Quality (Windows 10 Only)

  1. Right click on the speaker icon in the lower right corner of your taskbar.

  2. Select Playback Devices.

  3. Select the speaker icon, then click the Properties button.

  4. Select Advanced from the tabs at the top of the pop-up window.

  5. From the drop-down menu, select 24 bit, 192000 hz (Studio Quality).

  6. Select OK to save your settings.

  7. Try Netflix again.

Change your audio settings (Windows App Only)

  1. Launch the Netflix app.

  2. Select a TV show or movie.

  3. While your TV show or movie is playing, move your mouse over the screen.

  4. Click the Dialog icon .

  5. If surround sound (5.1) is selected, try changing it to a non-5.1 option.

  6. Try Netflix again.

If switching to a non-5.1 option resolves your audio issue, please troubleshoot audio issues with your 5.1 surround sound to resume playing in 5.1.

Xbox One

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

Change your audio settings

If your device is connected directly to your TV, check your Netflix app audio options. If surround sound (5.1) is selected, try changing it to a non-5.1 option. If you are unsure how to change your Netflix app audio settings, visit our alternative audio article.

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

Enable 5.1 or 7.1 Surround Sound

Depending on your home surround sound setup, you will enable either 5.1 or 7.1 surround sound. This option is only available with an HDMI connection.

  1. From the Xbox home screen, press the Xbox button on your controller to open the guide.

  2. Select Settings .

  3. Select Display & Sound.

  4. Select Audio output.

  5. Select HDMI audio.

  6. Change the option in the drop-down menu to either 5.1 Uncompressed or 7.1 Uncompressed.

  7. Try Netflix again

    • If you still have no sound, repeat the steps above, choosing the other option in Step 6 before you continue troubleshooting below.

Enable Stereo Sound

  1. From the Xbox home screen, press the Xbox button on your controller to open the guide.

  2. Select Settings .

  3. Select Display & Sound.

  4. Select Audio output.

  5. Select either HDMI audio or Optical audio, depending on the type of cable you use to connect your console to your audio receiver or TV.

  6. Change the option in the drop-down menu to Stereo Uncompressed.

  7. Try Netflix again.

All Other Devices

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing 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.

Change your audio settings

If your device is connected directly to your TV, check your Netflix app audio options. If surround sound (5.1) is selected, try changing it to a non-5.1 option. If you are unsure how to change your Netflix app audio settings, visit our alternative audio article.

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

Troubleshoot your device connections

If you have frequent audio issues with every title you try to watch on Netflix, try the troubleshooting steps below. Your issue may be coming from the device you're using to stream, the TV, receivers, or stereo equipment you're streaming to, or the cables that connect them all together.

  1. Streaming Device or TV:

    • Audio issues can often be corrected by changing audio tracks on your TV or streaming device, or by adjusting audio settings in the TV or streaming device menu.

  2. Other equipment:

    • Bypass any receivers or stereo equipment by connecting the streaming device directly to your 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 or 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're 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.