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  • I'm having video issues when I try to watch Netflix.

I'm having video issues when I try to watch Netflix.

If you experience any of the following video issues when you try to play a TV show or movie:

  • Distorted video
  • Video fading in and out
  • A colored screen (green or pink)

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

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.

If the steps above didn't resolve the issue, follow the troubleshooting steps for your device below.

Blu-ray Player

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

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.

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  • If a TV show or movie resumes after you've quit your anti-virus software, this may indicate that the software is outdated or unintentionally preventing Netflix from playing.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

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.

Ensure you have an up-to-date Windows 10 graphics driver

You may need to obtain a graphics driver compatible with Windows 10. If you are unsure how to do this, contact your computer manufacturer for further assistance.

  • If you already have a Windows 10-compatible graphics driver, uninstall the driver and reinstall it. If you need assistance, contact your computer manufacturer.
  • If you have updated to the most recent graphics driver compatible with Windows 10 and are still experiencing this error, contact your computer manufacturer.
  • If there is no graphics driver compatible with Windows 10 available for your computer, play Netflix in a browser.

If you are getting static while using multiple monitors on your Windows computer, follow these steps.

PlayStation 3

This issue is typically caused by an issue with storing and retrieving information from your PlayStation 3's memory. In these cases, video choppiness will usually happen on all titles, immediately or after a brief window of normal playback.

These symptoms generally indicate a bad or failing hard drive. Upgrading or replacing the hard drive will resolve this issue. More information about this process can be found on PlayStation's support site.

TiVo

This issue typically indicates that your TiVo is connected to a TV that does not support 1080p resolution.

  1. Press the TiVo button on the remote.
  2. Select Settings & Messages.
  3. Select Settings.
  4. Select Video.
  5. Select Video Output Formats.
  6. Change the resolution to 720p.
  7. Try Netflix again.

Smart TV

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

All other devices

Troubleshoot your device connections

If you have frequent audio or video 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.
    • If the picture is stretched or cut off, changing the screen resolution on the TV or streaming device may resolve the issue.
    • If the picture is too large or too small, try zooming in or out if your TV has that option.
  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.
    • Switching from HDMI to a component or composite audio/video cable may correct some display issues.

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