Black screen with no sound

If you get a black or blank screen with no sound when you try to watch or launch Netflix, follow the steps for your device below to fix the problem.

Blu-ray players

Blu-ray player

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

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.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

When you try to play a TV show or movie

Return to the previous menu

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.

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.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Sign out of Netflix

  1. Begin from the Netflix Home screen.

  2. To open the menu, navigate left and select Get Help.

    • If you don't see Get Help, navigate up and select Settings or the Settings icon gear icon .

  3. Select Sign out.

  4. Select Yes to confirm.

You'll now be given the option to sign in as a different Netflix member.

If you don't see Get Help, Settings, or the Settings 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.

You'll now be given the option to sign in as a different Netflix member.

Restart your home network

  1. Turn off or unplug your Blu-ray player.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your Blu-ray player back on and try Netflix again.

Connect your Blu-ray player directly to your modem

  1. Turn off your Blu-ray player.

  2. Plug your Blu-ray player directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your Blu-ray player and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't watch Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Computers

Google Chromebook or Chromebox

When do you see a black screen?

When you try to play a TV show or movie

Turn off Chrome extensions

If you use Chrome, you can turn off unnecessary add-ons.

  1. In the address bar, enter chrome://extensions.

  2. Turn off any extensions that are turned on.

    Note:
    Extensions listed under Chrome Apps don't need to be turned off.
  3. Try Netflix again.

If these steps solve the problem, try turning on your extensions one by one to determine which one is preventing Netflix from working properly.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Mac computer

When do you see a black screen?

When you try to visit Netflix.com

Return to the previous page

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

If your browser is unresponsive and you are unable to use the Back button to return to the previous page, use this article instead.

Are you using a bookmark to visit Netflix?

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.

Clear your browser cache

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.

When you try to play a TV show or movie

Return to the previous page

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

If your browser is unresponsive and you are unable to use the Back button to return to the previous page, use this article instead.

Clear the Netflix cookie

  1. Go to netflix.com/clearcookies. This will sign you out of your account.

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

  3. Try Netflix again.

Restart your browser

  1. Quit your browser.

  2. Reopen your browser.

  3. Try Netflix again.

Update Google Chrome

  1. In the upper right corner of your browser, select Menu .

  2. Select Help.

  3. Select About Google Chrome.

  4. Chrome will show the current version and automatically install any updates.

  5. Select Relaunch.

  6. Try Netflix again.

Clear Safari browsing history

  1. From the menu bar in Safari, select History.

  2. Select Clear History...

  3. From the drop-down menu, select All History.

  4. Select Clear History to confirm.

  5. Try Netflix again.

Turn off Chrome extensions

If you use Chrome, you can turn off unnecessary add-ons.

  1. In the address bar, enter chrome://extensions.

  2. Turn off any extensions that are turned on.

    Note:
    Extensions listed under Chrome Apps don't need to be turned off.
  3. Try Netflix again.

If these steps solve the problem, try turning on your extensions one by one to determine which one is preventing Netflix from working properly.

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 uninstallation 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 the Control key on your keyboard and click on Silverlight.pkg.

  2. Select Open on the pop-up menu.

  3. Select 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.

If you use security software

These steps are intended for advanced computer users.
  • Install any updates for your security software.

  • Temporarily turn off your security software and try Netflix again.

    • If the problem is fixed when your security software is disabled, the software may be out of date or unintentionally interfering with Netflix. Re-activate it, then contact the software manufacturer for help.

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.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Windows computer

When do you see a black screen?

When you try to visit Netflix.com

Return to the previous page

Return to the previous page and try to visit Netflix.com again.

If Netflix is unresponsive and you are unable to use your browser's Back button to return to the previous page, use this article instead.

Clear your browser cache

Follow the steps for your internet browser below.

Chrome:

  1. From your browser toolbar, click the Chrome menu .

  2. Hover over History, then from the menu on the left, click History.

  3. From the menu on the left, click Clear Browsing Data.

  4. Click the Advanced tab.

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

  6. Uncheck everything except Cached images and files.

  7. Click Clear data.

  8. Try Netflix again.

Firefox:

  1. In the upper right corner of the browser, click Open menu .

  2. Click Preferences.

  3. From the menu on the left, click Privacy & Security.

  4. Scroll down and click Clear History.

  5. In the Time Range to Clear dropdown menu, select Everything.

  6. Under History, uncheck everything except Cache.

  7. Click OK.

  8. Try Netflix again.

Internet Explorer (version 9 or later):

  1. Click Settings Internet Explorer Settings Icon.

  2. Click Internet Options.

  3. Under Browsing History, click Delete.

  4. Uncheck everything except Temporary Internet files and website files.

  5. Click Delete.

  6. Try Netflix again.

Microsoft Edge:

  1. In the upper right corner of the browser, click Settings and more .

  2. Hover over History, then from the menu on the left, click Clear browsing data.

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

  4. Uncheck everything except Cached images and files and Cookies and other site data.

  5. Click Clear now.

  6. Try Netflix again.

Opera

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

  2. Click Clear Browsing Data.

  3. Click the Advanced tab.

  4. In the Time range drop-down menu, select All time.

  5. Uncheck everything except Cached images and files.

  6. Click Clear Data.

  7. Try Netflix again.

When you open the Netflix app

Update Windows
  1. Press the Windows Key on the keyboard.

  2. Select Settings .

  3. Select Update & security.

  4. Windows will check for updates. If it doesn't, select Check for updates.

  5. Once the updates are installed, restart your computer and try Netflix again.

When you try to play a TV show or movie

Return to the previous page

Return to the previous page and try to visit Netflix.com again.

If Netflix is unresponsive and you are unable to use your browser's Back button to return to the previous page, use this article instead.

Clear the Netflix cookie

  1. Go to netflix.com/clearcookies. This will sign you out of your account.

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

  3. Try Netflix again.

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.

Clear Google Chrome browsing data

  1. From the upper right corner of the browser, click Menu Customize and control Google Chrome .

  2. Click Settings > Privacy and security > Clear browsing data.

  3. Click Advanced.

  4. From the Time range drop-down menu, select All time.

  5. Uncheck everything except Cookies and other site data.

  6. Click Clear data.

  7. Try Netflix again.

Turn off Chrome extensions

If you use Chrome, you can turn off unnecessary add-ons.

  1. In the address bar, enter chrome://extensions.

  2. Turn off any extensions that are turned on.

    Note:
    Extensions listed under Chrome Apps don't need to be turned off.
  3. Try Netflix again.

If these steps solve the problem, try turning on your extensions one by one to determine which one is preventing Netflix from working properly.

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 selector in the upper 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.

If you use security software

These steps are intended for advanced computer users.
  • Install any updates for your security software.

  • Temporarily turn off your security software and try Netflix again.

    • If the problem is fixed when your security software is disabled, the software may be out of date or unintentionally interfering with Netflix. Re-activate it, then contact the software manufacturer for help.

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.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Game consoles

PlayStation 3

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

Reinstall the Netflix app

Uninstall the Netflix app

  1. Begin from the PS3 home screen.

    • If you're not already on the home screen, hold the PS button in the middle of your controller, select Quit, then select Yes.

  2. Navigate to the TV/Video Services section and highlight Netflix.

  3. Press the Triangle button on your 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 on the home screen, hold the PS button in the middle of your 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.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Xbox 360

When do you see a black screen?

When you try to play a TV show or movie

Return to the previous menu

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.

Check your cable connections

This error is 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.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Xbox One

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Xbox Series X/S

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

What to do next

We're researching this error. To help us investigate, please contact Netflix Customer Service.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other game consoles

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Mobile phones and tablets

Amazon Fire tablet

When do you see a black screen?

When you open the Netflix app

Restart your tablet
  1. Hold the Power button on the side of your tablet.

  2. When you see the message Do you want to shut down your Kindle? or Do you want to shut down your Fire?, tap Shut Down, Power Off, or OK.

  3. Once the device is completely powered off, hold the Power button until you see the Kindle or Amazon logo.

  4. Try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

iPhone, iPad, or iPod touch

When do you see a black screen?

When you open the Netflix app

Reinstall the Netflix app
Note:
Deleting the Netflix app will also delete any TV shows or movies you have downloaded. You may need your Apple ID and password to reinstall the app.
  1. From your device's home screen, tap and hold the Netflix app until it shakes.

  2. In the top left corner of the Netflix icon, tap the X, then tap Delete. Once deleted, press the Done or Home button to stop the shaking.

  3. Open the App Store and search for "Netflix."

  4. Select the free Netflix app from Netflix, Inc.

  5. To install the app, tap the cloud icon.

  6. Once installed, try Netflix again.

When you try to play a TV show or movie

Return to the previous menu

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.

Restart your iPhone, iPad, or iPod touch

  1. Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

  2. After 10 seconds, press the Sleep/Wake button.

  3. Once your device powers on, try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other mobile phones and tablets

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Set-top boxes and streaming media players

Apple TV 2 or Apple TV 3

When do you see a black screen?

When you try to play a TV show or movie

Restart your Apple TV
  1. Press and hold the Menu button on the Apple TV remote until it returns you to the Home Screen.

  2. Go to Settings.

  3. Select General.

  4. Select Restart.

  5. Wait for the Apple TV to finish rebooting, then try Netflix again.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Roku

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

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

  1. Press the Home button on your Roku remote 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 on your Roku remote 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.

When you try to play a TV show or movie

Return to the previous menu

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.

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.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other set-top boxes or streaming media players

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

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.

    • If you can't access the power button or your device doesn't have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

When you try to play a TV show or movie

Troubleshoot your hardware connection

Netflix might not be playing because of an issue related to digital copy protection. To resolve the issue:

  1. Make sure that you're using an HDMI cable.

  2. Connect your device directly to your TV.

  3. Try reversing the ends of the HDMI cable.

  4. Try a new HDMI cable.

  5. Try another HDMI port on your TV.

  6. If available, try an HDMI port on another TV.

    • If you can stream on another TV, there may be an issue with the HDMI port on the original TV. Contact the TV manufacturer for help.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

Smart TVs

Samsung Smart TV

When do you see a black screen?

When you launch the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

Restart your smart TV

  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 can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Reinstall the Netflix app

  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.

Contact Samsung

Your device is experiencing a hardware or software problem that only Samsung can solve. To get back to watching Netflix, please contact Samsung and ask for the following:

  • Help resetting the Smart Hub.

  • Help upgrading to the latest firmware for the device.

  • Help performing a factory reset.

If those steps don't get you streaming again, Samsung 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.

When you try to play a TV show or movie

Return to the previous menu

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.

Restart your smart TV

  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 can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Sign out of Netflix

  1. Go to the sign-out screen.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset, Sign Out, or Deactivate.

  3. Sign back in and try Netflix again.

Restart your home network

  1. Turn off or unplug your smart TV.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your smart TV back on and try Netflix again.

Connect your smart TV directly to your modem

  1. Turn off or unplug your smart TV.

  2. Plug your smart TV directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your smart TV and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix directly through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All Other Smart TVs

When do you see a black screen?

When you open the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you can't return to the previous menu, use this article instead.

Restart your smart TV

  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 can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Contact the manufacturer

Your device is having a hardware or software problem that only the manufacturer can solve.

Contact the device manufacturer and ask for help:

  • Updating to the latest firmware for the device.

  • Performing a factory reset.

If the manufacturer can't help, try watching Netflix on a different device.

When you try to play a TV show or movie

Return to the previous menu

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.

Restart your smart TV

  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 can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Sign out of Netflix

  1. Begin from the Netflix Home screen.

  2. To open the menu, navigate left and select Get Help.

    • If you don't see Get Help, navigate up and select Settings or the Settings icon gear icon .

  3. Select Sign out.

  4. Select Yes to confirm.

You'll now be given the option to sign in as a different Netflix member.

If you don't see Get Help, Settings, or the Settings 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.

You'll now be given the option to sign in as a different Netflix member.

Restart your home network

  1. Turn off or unplug your smart TV.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your smart TV back on and try Netflix again.

Connect your smart TV directly to your modem

  1. Turn off or unplug your smart TV.

  2. Plug your smart TV directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your smart TV and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix directly through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Restore your default connection settings

  • If you use custom settings on your device, restore your internet provider's default settings and try Netflix again.

  • If you connect with a Virtual Private Network (VPN) or proxy service, turn it off and connect directly with your home internet.

  • If you use a custom DNS setting on your device, reset it to acquire DNS automatically.

If you need help changing the connection settings, contact the device manufacturer.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

At any other time

We're researching this error. To help us investigate, please contact Netflix Customer Service.

All other devices

All other devices

We're researching this error. To help us investigate, please contact Netflix Customer Service.