I'm getting a black screen with no sound.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

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.

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

If you usually use a bookmark to visit Netflix, try typing www.netflix.com into your browser address bar instead. If this resolved your issue, update your bookmark URL to www.netflix.com to avoid future issues.

Open your internet browser and follow the steps below.

Chrome (version 61 or later):

1. Click the Menu button.

2. Select History.

3. Select History again.

4. Select Clear Browsing Data.

5. In the Clear the following items from dropdown, select the beginning of time.

6. Uncheck everything except Cached images and files.

7. Select Clear Browsing Data.

8. Try Netflix again.

Firefox (version 55 or later):

1. Click the Menu button.

2. Select History.

3. Select Clear Recent History....

4. In the Time Range to Clear dropdown, select Everything.

5. Under Details, uncheck everything except Cache.

6. Select Clear Now.

7. Try Netflix again.

Opera

1. From the menu sidebar, select the History icon.

2. Select Clear Browsing Data.

3. In the Obliterate the following items from drop-down, select the beginning of time.

4. Uncheck everything except Cached images and files.

5. Select Clear Browsing Data.

6. Try Netflix again.

Safari:

• Version 10 or later

1. In the menu bar, select Safari.

2. Select Preferences.

3. Select the Privacy tab.

4. Select the Manage Website Data... button.

5. Select Remove All.

6. Select Remove Now.

7. Select Done.

8. Try Netflix again.

• Version 9 or earlier

1. In the menu bar, select Safari.

2. Select Reset Safari and uncheck everything except Remove all website data.

3. Select Reset.

4. Try Netflix again.

1. Go to netflix.com/clearcookies to clear the Netflix cookie; this will sign you out of your account.

2. Select Sign In and enter your Netflix email and password.

3. Try Netflix again.

1. Quit your browser.

2. Relaunch your browser.

3. Try Netflix again.

1. Select the Menu icon from the upper right corner of your browser.

2. Select Help.

3. Select About Google Chrome.

4. Chrome will display the current version and automatically install available updates.

5. Select Relaunch to complete the update.

6. Try Netflix again.

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.

If you're using Chrome, you may want to disable unnecessary add-ons before trying again. To disable extensions in Chrome:

1. In the Address Bar in Chrome, type chrome://extensions.

2. In the list of extensions, uncheck any boxes that say Enabled.

3. Try Netflix again

If these steps resolve your issue, you may want to try enabling your extensions one by one to see which one is preventing pages on the Netflix site from loading properly.

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.

   • See our Netflix system requirements for HTML5 Player and Silverlight to make sure Silverlight is compatible with your computer.

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.

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.

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.

Open your internet browser and follow the steps below.

Chrome (version 61 or later):

1. Click the Menu button.

2. Select History.

3. Select History again.

4. Select Clear Browsing Data.

5. In the Clear the following items from drop-down, select the beginning of time.

6. Uncheck everything except Cached images and files.

7. Select Clear Browsing Data.

8. Try Netflix again.

Firefox (version 55 or later):

1. Click the Menu button.

2. Select History.

3. Select Clear Recent History....

4. In the Time Range to Clear dropdown, select Everything.

5. Under Details, uncheck everything except Cache.

6. Select Clear Now.

7. Try Netflix again.

Internet Explorer (version 9 or later):

1. Select the Gear icon .

2. Select Internet Options.

3. Under Browsing History, select Delete.

4. Uncheck everything except Temporary Internet Files.

5. Select Delete.

6. Try Netflix again.

Microsoft Edge (version 40 or later)

1. Click the Menu button.

2. Select Settings.

3. Select Choose what to clear.

4. Uncheck everything except Cached data files and Cookies and saved website data.

5. Select Clear.

6. Try Netflix again.

Opera

1. From the menu sidebar, select the History icon.

2. Select Clear Browsing Data.

3. In the Obliterate the following items from drop-down, select the beginning of time.

4. Uncheck everything except Cached images and files.

5. Select Clear Browsing Data.

6. Try Netflix again.

1. Go to netflix.com/clearcookies to clear the Netflix cookie; this will sign you out of your account.

2. Select Sign In and enter your Netflix email and password.

3. Try Netflix again.

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.

1. Click the Chrome menu button on the browser toolbar.

2. Select Settings.

3. Scroll down and select Advanced.

4. Under Privacy, select Clear Browsing Data.

5. Select the Advanced tab.

6. In the Time Range drop-down, select All time.

7. Check Media licenses.

8. Select Clear Data.

9. Try Netflix again.

If you're using Chrome, you may want to disable unnecessary add-ons before trying again. To disable extensions in Chrome:

1. In the Address Bar in Chrome, type chrome://extensions.

2. In the list of extensions, uncheck any boxes that say Enabled.

3. Try Netflix again

If these steps resolve your issue, you may want to try enabling your extensions one by one to see which one is preventing pages on the Netflix site from loading properly.

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.

   • See our Netflix system requirements for HTML5 Player and Silverlight to make sure Silverlight is compatible with your computer.

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.

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.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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. From the PS3 Home Screen, 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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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

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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

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.

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

1. Unplug your TV from power for at least 1 minute.

2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

   • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

3. Plug your TV back in.

4. Turn your TV on.

5. Try Netflix again.

1. Press the Smart Hub button on your remote.

2. Highlight the Netflix app.

3. Press the Tools button on your remote.

   • 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.

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.

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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

1. Unplug your TV from power for at least 1 minute.

2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

   • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

3. Plug your TV back in.

4. Turn your TV on.

5. Try Netflix again.

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. Once signed out, sign back in and try Netflix again.

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 or Deactivate.

3. Once signed out, sign back in and try Netflix again.

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

Return to the previous menu and try to launch the Netflix app again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

1. Unplug your TV from power for at least 1 minute.

2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

   • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

3. Plug your TV back in.

4. Turn your TV on.

5. Try Netflix again.

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.

Return to the previous menu and try to play your TV show or movie again.

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

1. Unplug your TV from power for at least 1 minute.

2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

   • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

3. Plug your TV back in.

4. Turn your TV on.

5. Try Netflix again.

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.

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