Video with no sound

If you get video but no sound when playing a TV show or movie, it usually means there's a problem with the connection to your speaker system or with the content. Follow the steps for your device to fix the problem.

Computers

Chromebook or Chromebox

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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.

Mac

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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.

If you use security software

These steps are intended for advanced computer users.
  • Install any updates for your security software.

  • Temporarily turn off your security software and try Netflix again.

    • If the problem is fixed when your security software is disabled, the software may be out of date or unintentionally interfering with Netflix. Re-activate it, then contact the software manufacturer for help.

Windows

Windows XP/Vista/7

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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.

If you use security software

These steps are intended for advanced computer users.
  • Install any updates for your security software.

  • Temporarily turn off your security software and try Netflix again.

    • If the problem is fixed when your security software is disabled, the software may be out of date or unintentionally interfering with Netflix. Re-activate it, then contact the software manufacturer for help.

Windows 8

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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. From the lower right corner of your taskbar, right-click on the speaker.

  2. Click Sounds > Playback.

  3. Click Speaker or the Default Device.

  4. Click Properties, then click the Advanced tab.

  5. For the sample rate and bit depth, choose 24 bit, 192000 Hz (Studio Quality).

  6. Click OK to save the setting.

  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.

Windows 11

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

    • 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.

What to do next

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Game consoles

PlayStation 3

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

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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 Stereo instead. If you are unsure how to change your Netflix app audio settings, visit our alternate audio article.

If changing to stereo solves your audio issue, your equipment may not be surround sound compatible. Contact your device's manufacturer for assistance if you believe your equipment should be compatible with 5.1 audio.

Note:
If you have to change your audio setting to stereo every time you play a movie or TV show, there may be a setting on your device that is causing it to default to 5.1 audio. Contact your device manufacturer for assistance in adjusting this setting to default to stereo audio.

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.

Xbox One

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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 Stereo instead. If you are unsure how to change your Netflix app audio settings, visit our alternate audio article.

If changing to stereo solves your audio issue, your equipment may not be surround sound compatible. Contact your device's manufacturer for assistance if you believe your equipment should be compatible with 5.1 audio.

Note:
If you have to change your audio setting to stereo every time you play a movie or TV show, there may be a setting on your device that is causing it to default to 5.1 audio. Contact your device manufacturer for assistance in adjusting this setting to default to stereo audio.

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.

Xbox Series X/S

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

What to do next

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Mobile phones and tablets

Android phone or tablet

Check your volume

Make sure the Media volume is turned up on your phone or tablet.

  1. Launch the Netflix app and select a movie or TV show.

  2. While your movie or TV show is playing, use the volume controls on the side of your device to increase the volume to the desired level.

Set-top boxes and streaming media players

Amazon Fire TV/Stick

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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 Stereo instead. If you are unsure how to change your Netflix app audio settings, visit our alternate audio article.

If changing to stereo solves your audio issue, your equipment may not be surround sound compatible. Contact your device's manufacturer for assistance if you believe your equipment should be compatible with 5.1 audio.

Note:
If you have to change your audio setting to stereo every time you play a movie or TV show, there may be a setting on your device that is causing it to default to 5.1 audio. Contact your device manufacturer for assistance in adjusting this setting to default to stereo audio.

Apple TV

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect 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 can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

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 & Video.

  3. Select Dolby.

  4. Select Auto to enable surround sound.

  5. Try Netflix again.

If these steps don't work:

  1. Repeat steps 1–3 above.

  2. Select Off to disable Dolby.

  3. 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.

    • If asked, confirm that you want to Change Format.

  5. Select New Format to turn on Dolby Digital 5.1.

  6. Try Netflix again.

If these steps don't work:

  1. Repeat steps 1-4 above.

  2. Change the New Format option from Dolby Digital 5.1 to Stereo.

  3. Try Netflix again.

If you use an assistive listening device

If you use 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 don't use one of these devices, continue troubleshooting below.

What should I do next?

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

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.

If you use an assistive listening device

If you use 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 don't use one of these devices, continue troubleshooting below.

What should i do next?

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Roku

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

Are you using an external speaker system?

If you're using a sound bar, audio receiver, surround sound system, or other external audio device, disconnect your speaker system and use the default setup.

  • If disconnecting your speaker system fixed the problem, additional setup may be required to connect your speaker system to your device. Contact the speaker system's manufacturer for assistance.

  • If disconnecting your speaker system didn't fix the problem, or if you don't have an external speaker system, continue below.

What to do next

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

TiVo

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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 Stereo instead. If you are unsure how to change your Netflix app audio settings, visit our alternate audio article.

If changing to stereo solves your audio issue, your equipment may not be surround sound compatible. Contact your device's manufacturer for assistance if you believe your equipment should be compatible with 5.1 audio.

Note:
If you have to change your audio setting to stereo every time you play a movie or TV show, there may be a setting on your device that is causing it to default to 5.1 audio. Contact your device manufacturer for assistance in adjusting this setting to default to stereo audio.

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.

Restart your device

  1. Turn off your device. If your device has a power cable, unplug it.

  2. Make sure your device is completely off, not just in sleep or standby mode.

  3. Leave your device off for 15 seconds.

  4. Turn on your device and try Netflix again.

Charter Spectrum set-top box

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

Contact Charter Spectrum support

Your remote might be paired to your TV and can't change the set-top box's volume. Contact Charter Spectrum support for help.

All other set-top boxes

Check if other TV shows or movies work

If you get the same problem with other TV shows or movies, skip these steps.

If other TV shows or movies play normally, you can tell us about the problem.

  1. Using a web browser, go to Viewing Activity in your account.

  2. In the list, find the TV show or movie with the issue and click Report a Problem.

  3. Follow the instructions, then click Report Problem.

Our content teams will work on fixing the issue as quickly as possible. In the meantime, you can still watch other TV shows and movies. For more information, go to Report content issues or share title feedback.

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.

What to do next

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Smart TV

Restart your device

  1. Unplug your device from power.

  2. Press the power button on the device once, then wait 1 minute. If your device doesn't have a power button or you can't reach it, leave it unplugged for 3 minutes instead.

  3. Plug your device back in.

  4. Turn your device on and 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.

If you use an assistive listening device

If you use 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 don't use 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.

All other devices

All other devices

We're looking into this problem. To help us investigate, please contact Netflix Customer Service.