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

  • 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 resolve the issue, follow the troubleshooting steps for your device below.

Computers

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 movies and TV shows.

  • Disable your anti-virus software and play your movie or TV show again.
  • If a movie or TV show resumes after disabling your anti-virus software, this may indicate that the software is outdated or unintentionally preventing the Netflix service from playing.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.

All other devices

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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