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  • I'm getting a black screen with no sound.

I'm getting a black screen with no sound.

If you see a black or blank screen with no sound when you try to watch a TV show or movie, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue.

If you see a black or blank screen with no sound when you try to launch the Netflix app, please follow the steps in Netflix freezes on the app loading screen.

Blu-ray Players

Sony Blu-ray Player

If you see a black screen on your Sony BDP-S390 or BDP-S590 when you try to launch the Netflix app:

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.
  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

If you see a black screen on your Sony BDP-S390 or BDP-S590 at any other time, please contact customer service.

If you see a black screen on any other Sony Blu-ray models, follow the troubleshooting steps for All Other Blu-ray Players below.

All Other Blu-ray Players

If you see a black screen when you try to launch the Netflix app:

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.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.
  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

If you see a black screen when you try watch something:

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.

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. You will now be given the option to sign in as a different Netflix member.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:
    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
  2. Select Sign out, Start Over, Deactivate, or Reset.
  3. You will now be given the option to sign in as a different Netflix member.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Computers

Mac Computer

If you see a black screen when you try to watch something:

Troubleshoot your browser
  1. Clear browser cookies
    Your browser may be referencing an outdated or corrupted setting in the cookie file.
    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com and redirect you to the Netflix home screen.
    2. Select Sign In to sign back in and play your TV show or movie again.
  2. Restart your browser
    Sometimes restarting your browser can clear this issue.
    • Quit your browser, restart it, and play your movie or TV show again.
  3. Try another browser
    We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox, Opera, or Safari and try Netflix again. Our web player works best on:
    • Google Chrome on Mac OS X 10.9 or later (Snow Leopard).
    • Mozilla Firefox on Mac OS X 10.7 or later.
    • Opera on Mac OS X 10.9 or later.
    • Safari on Mac OS X 10.10 or later.

Clear Safari browsing history
  1. Open Safari.
  2. From the top menu bar, hover over History.
  3. Click on Clear History.
  4. Select All History.
  5. Try Netflix again.

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click the Finder icon from the Dock at the bottom of the screen.
  3. In the menu bar at the top of the screen, select Go, then select Computer.
  4. Click the Macintosh HD icon.
  5. Select Library.
  6. Select Internet Plug-Ins.
  7. Drag Silverlight.plugin to the Trash.
  8. Click the Trash icon and select Empty.
  9. Once you have emptied your Trash, Microsoft Silverlight un-installation is complete.

To install the latest version of the Silverlight plug-in:

  1. Sign in to Netflix.com and press play on any title.
  2. Follow the prompts to download and install Silverlight on your Mac.

Some members may encounter the message Silverlight.dmg cannot be opened because it is from an unidentified developer when attempting to install Silverlight. This is fairly common for applications that are not downloaded from the Mac App store. If you encounter this message, continue with the following steps to complete your Silverlight installation.

  1. Right-click or hold Control on your keyboard and click on Silverlight.pkg.
  2. Click Open on the pop-up menu.
  3. Click Open on the prompt that says "Silverlight.pkg" is not from the Mac App Store. Are you sure you want to open it? Opening "Silverlight.pkg" will always allow it to run on this Mac.
  4. Follow the prompts to complete installation.
  5. Once installation is complete, try Netflix again.

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.

Remove adware from your computer

The issue may be caused by adware installed on your machine. For detailed steps for resolving this problem, see our Ads and Pop-ups When Streaming article.

If you see a black screen at any other time, please contact customer service.

Windows Computer

If you see a black screen when you try to watch something:

Run browser as Administrator
  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click on the Start Menu in the bottom left hand corner of your screen.
  3. Select All Programs.
  4. From the items listed, right-click (or press and hold on touchscreen devices) on your preferred browser icon (Netflix supports Internet Explorer, Firefox, Opera, and Google Chrome).
  5. Select Run as Administrator.
  6. If prompted, select Allow.
  7. Use this newly opened window to play your TV show or movie again.
    • Attempting to play again from the original browser window will likely result in the same error.
    • If these steps allow you to stream TV shows and movies from Netflix.com, your account does not have administrative rights. Talk to your computer manufacturer/administrator to add administrative rights to your account.

Troubleshoot your browser
  1. Clear browser cookies
    Your browser may be referencing an outdated or corrupted setting in the cookie file.
    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com and redirect you to the Netflix home screen.
    2. Select Sign In to sign back in and play your TV show or movie again.
  2. Restart your browser
    Sometimes restarting your browser can clear this issue.
    • Quit your browser, restart it, and play your TV show or movie again.
  3. Try another browser
    We recommend updating to a browser that supports HTML5 to ensure your computer is optimized for our web player. Please download the latest version of Google Chrome, Mozilla Firefox or Opera and try Netflix again. Our web player works best on:
    • Google Chrome on Windows XP Service Pack 2 or later.
    • Mozilla Firefox on Windows Vista or later.
    • Opera on Windows Vista Service Pack 2 or later.

Uninstall and reinstall the Silverlight plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)
  3. Select Control Panel
  4. Underneath Programs, select Uninstall a program.
  5. Locate and select Microsoft Silverlight
  6. Select Uninstall

Windows 7/Vista

  1. Quit all open browsers - including this window! You may want to print the following steps
  2. Click on the Start Button
  3. Select Control Panel
  4. Set the View by in the top right to Category
  5. Under Programs select Uninstall a program
  6. Locate and select Microsoft Silverlight
  7. Select Uninstall

Windows XP

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click on the Start Button
  3. Select Control Panel
  4. Select Add or Remove Programs
  5. Locate and select Microsoft Silverlight
  6. Click Remove

To install the latest version of the Silverlight plug-in:

  1. Navigate to Netflix.com and play any title.
  2. Follow the prompts to download and install Silverlight on your Windows PC.

Sign in as another Windows user
  • If you are able to play your TV show or movie, the new user account has the needed permissions to use the Silverlight player.

Reinstall your audio card drivers

Your audio card drivers may be out of date or corrupt.

  • Uninstall and reinstall your audio card driver. Your owner's manual or audio card manufacturer's website can help.

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.

Remove adware from your computer

The issue may be caused by adware installed on your machine. For detailed steps for resolving this problem, see our Ads and Pop-ups When Streaming article.

If you see a black screen at any other time, please contact customer service.

Windows 8 App

If you see a black screen when you try to watch something:

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.

If you see a black screen at any other time, please contact customer service.

Game Consoles

PlayStation 3

If you see a black screen when you try to launch the Netflix app:

Reinstall the Netflix app

Uninstall the Netflix app

  1. Begin from the PS3 Home Screen.
    • If you're not already at the home screen, hold the PS button in the middle of the controller, select Quit, then select Yes.
  2. Navigate to the TV/Video Services section and highlight Netflix.
  3. Press the Triangle button on the controller.
  4. Select Delete.
  5. Select Yes.

Reinstall the Netflix app

  1. From the home screen, navigate to the TV/Video Services section and select the Netflix icon.
    • If you're not already at the home screen, hold the PS button in the middle of the controller, select Quit, then select Yes.
  2. Select Yes to confirm you want to download software. The Netflix app will now begin downloading.

If you do not see the Netflix app, follow the steps below to download it from the PlayStation store.

  1. Select PlayStation Store.
  2. Select Apps.
  3. Select Movies/TV.
  4. Select Netflix.
  5. Select Download.
  6. Once Netflix has finished downloading, select Start.
  7. Sign in to your Netflix account and attempt to stream again.
    • You may be prompted to sign in to your PlayStation Network (PSN) account first.

If you see a black screen at any other time, please contact customer service.

Xbox 360

If you see a black screen when you try to watch something, it's typically caused by the cable connection between the Xbox and your display.

See Microsoft's Xbox 360 support site for specific steps to resolve the error.

If you see a black screen at any other time, please contact customer service.

Xbox One S

If you see a black screen when you try to launch the Netflix app:

Troubleshoot your hardware connection

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

  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 or try a new HDMI cable.
  4. Try another HDMI port on your TV.
  5. If available, try an HDMI port on another TV.

If you see a black screen at any other time, please contact customer service.

Mobile Phones and Tablets

iPhone, iPad, or iPod touch

If you see a black screen when you try watch something:

Restart your iPhone, iPad, or iPod touch
  1. Press and hold the Sleep/Wake button until the red slider appears.
  2. Drag the slider to turn your device completely off.
  3. After 10 seconds, press the Sleep/Wake button to turn your device back on.
  4. Once your device powers on, try Netflix again.

If you see a black screen at any other time, please contact customer service.

Nook

If you see a black screen when you try to launch the Netflix app:

Restart your Nook
  1. Press and hold the button on the upper left side of the device until a box comes up that says Power Off.
  2. Touch Power Off and your device will turn off.
  3. Press and hold the power button until the device begins to turn on.
  4. Try Netflix again.

Restore your Nook's default settings

Note:

  • Erasing and deregistering does not delete any of the content from your Barnes & Noble account. You will be able to re-download it even after erasing and deregistering.
  • Erasing and deregistering does delete any files you have transferred from your computer to your Nook Color. Be sure to back up these files before performing the steps below!
  1. Tap the white arrow at the bottom of the screen (in the middle of the Quick Nav bar).
  2. Tap the Settings icon.
  3. Tap Device Info.
  4. Tap Erase & Deregister Device.
  5. Tap Erase & Deregister Device again.
  6. Tap Reset NOOK.
  7. Once the Nook has reset itself and rebooted, follow the onscreen instructions to connect to your Barnes & Noble account.
  8. Try Netflix again.

What should I do next?

If you continue to experience this error after performing a full factory reset, there may be an unrecoverable issue with your device. Reach out to your device manufacturer for more assistance.

If you see a black screen at any other time, please contact customer service.

Set-top Boxes and Streaming Media Players

KPN Set-top Box

If you see a black screen when you try to launch the Netflix app:

Restart your device
  1. Turn your device completely off for 10 seconds.
    • If your device does not have a power button, unplug it from power for at least two minutes.
  2. Turn your device back on.
  3. Try Netflix again.

If you see a black screen at any other time, please contact customer service.

Roku

If you see a black screen when you try to launch the Netflix app:

Restart your Roku
  1. Unplug your Roku from power for at least 10 seconds.
  2. Plug your Roku back in.
  3. Turn your Roku on by pressing any button on the Roku remote.
  4. Wait 1 full minute.
  5. Try Netflix again.

Deactivate and reactivate the Netflix app

Roku

  1. Press the Home button to navigate to the Roku home screen.
  2. Select Settings.
  3. Select Netflix Settings.
  4. Select Deactivate this player from my Netflix account.
  5. Select Yes. The device is now deactivated.
  6. Select Netflix from the home screen and follow the prompts to reactivate the app.
  7. Sign in to your account and try Netflix again.

All other Roku models

  1. Press the Home button to navigate to the Roku home screen.
  2. Highlight the Netflix app and press the star key on the remote.
  3. Select Remove channel.
  4. Select Remove channel again to confirm.
  5. From the home screen, select Streaming Channels.
  6. Select Movies & TV.
  7. Select Netflix.
  8. Select Add Channel.
  9. Select Go to channel.
  10. Sign in to your account and try Netflix again.

If you see a black screen when you try to watch something:

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 you are having this problem with every TV show or movie you try to watch, contact Roku for further assistance.

All Other Set-Top Boxes or Streaming Media Players

If you see a black screen when you try to launch the Netflix app:

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.

If you see a black screen at any other time, please contact customer service.

Smart TVs

Samsung Smart TV

If you see a black screen when you try to launch the Netflix app:

Reinstall the Netflix app
  1. Press the Smart Hub button on your remote control.
  2. Highlight the Netflix app.
  3. Press the Tools button on your remote control.
    • If you do not have a Tools button, proceed to the next set of troubleshooting steps.
  4. Select Reinstall.
  5. Try Netflix again.
    • If you are still getting a black screen, please try Netflix again in 20 minutes. It can take this long for the app to complete setup.

Reset the Smart Hub

If you are using a Samsung TV, you may need to reset the Smart Hub to resolve this issue.

If your remote has a number pad:

  1. Exit the Smart Hub.
    • You cannot reset the Smart Hub if it is in use.
  2. Press the Menu button on your remote.
  3. Navigate to and select the Smart Hub section of the main menu.
  4. Select Smart Hub Reset.
    • This will remove all apps! You will need to re-download your apps after the reset.
  5. Enter your PIN and press Enter.
    • Your PIN is 0000 by default. If this PIN does not work, please contact Samsung to reset your PIN.
  6. Select Smart Hub.
  7. Try Netflix again.
    • If you are getting a black screen, please try Netflix again in 20 minutes. It can take this long for the app to complete setup.

If your remote does not have a number pad:

  1. Press the Home button on your remote.
  2. Select the Settings icon on your screen.
  3. Select Support.
  4. Select Self Diagnosis.
  5. Select Reset Smart Hub.
  6. Try Netflix again.

If you have issues completing these steps, please contact Samsung for further assistance. If you see a black screen at any other time, please contact customer service.

All Other Smart TVs

If you see a black screen when you try to launch the Netflix app:

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.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you'll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.
  • Help performing a factory reset.

If those steps don't get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don't have additional steps, or the additional steps still don't resolve the issue, you'll need to use a different Netflix-enabled device to continue streaming.

If you see a black screen when you try watch something:

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.

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Navigate up and select Settings or the Gear icon .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. You will now be given the option to sign in as a different Netflix member.

If you cannot locate Settings or the Gear icon:

  1. From within the Netflix app, use the arrows on your remote to enter the following sequence:
    • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.
  2. Select Sign out, Start Over, Deactivate, or Reset.
  3. You will now be given the option to sign in as a different Netflix member.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

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