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 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 movies and TV shows.

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  • If a TV show or movie resumes after you've quit your anti-virus software, this may indicate that the software is outdated or unintentionally preventing the Netflix service from playing.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

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

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.