Black screen with no sound

1. Unplug your device from power.

2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

1. From the Netflix homescreen, go left to open the menu.

2. From the bottom of the menu, go right and select Get Help.

3. Select Sign out.

4. Sign back in, then try Netflix again.

If you're on an error screen:

1. Select More Details.

2. Select Sign out or Reset.

3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

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.

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.
   

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

• Custom modem settings.

• Virtual Private Network (VPN) or proxy service settings.

• Custom DNS settings.

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

Once you've reset these settings, try Netflix again.

To improve your Wi-Fi:

• Move your router and your device closer to each other. If possible, put them in the same room.

• Move your router away from other wireless devices and appliances.

• Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

• Check for an internet outage in your area.

• Fix common router or modem issues and incorrect network settings.

• Restart or reset your network's connection.

While talking with your ISP, let them know:

• Whether the issue happens only on one device, or other devices on the same network.

• Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

• Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

• Try playing Netflix again to make sure the problem is fixed.

1. Unplug your device from power.

2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

1. From the Netflix homescreen, go left to open the menu.

2. From the bottom of the menu, go right and select Get Help.

3. Select Sign out.

4. Sign back in, then try Netflix again.

If you're on an error screen:

1. Select More Details.

2. Select Sign out or Reset.

3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

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.
   

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

• Custom modem settings.

• Virtual Private Network (VPN) or proxy service settings.

• Custom DNS settings.

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

Once you've reset these settings, try Netflix again.

To improve your Wi-Fi:

• Move your router and your device closer to each other. If possible, put them in the same room.

• Move your router away from other wireless devices and appliances.

• Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

• Check for an internet outage in your area.

• Fix common router or modem issues and incorrect network settings.

• Restart or reset your network's connection.

While talking with your ISP, let them know:

• Whether the issue happens only on one device, or other devices on the same network.

• Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

• Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

• Try playing Netflix again to make sure the problem is fixed.

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.

1. From the home screen, tap and hold the Netflix app.

2. Tap Remove app > Delete app > Delete.

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

4. Tap on Netflix, then tap the cloud icon to get the app.

5. If asked, enter your Apple ID and password. If you forgot your password, go to the Apple support site to reset it.

6. Once installed, try Netflix again.

If you can't find the Netflix app in the App Store, go to the Apple support site for help.

1. Turn off your device. If your device has a power cable, unplug it.

2. Make sure your device is completely off, not just in sleep or standby mode.

3. Leave your device off for 15 seconds.

4. Turn on your device and try Netflix again.

1. Open the Appstore app.

2. From the upper left, tap the menu , then tap App Updates.

3. In the list, find the Netflix app and tap Update. If the Netflix app isn't in the list, it is already up to date.

4. After the update finishes, tap Open and try Netflix again.

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.

1. Turn off your device. If your device has a power cable, unplug it.

2. Make sure your device is completely off, not just in sleep or standby mode.

3. Leave your device off for 15 seconds.

4. Turn on your device and try Netflix again.

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.

1. Unplug your device from power.

2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

1. From the Netflix homescreen, go left to open the menu.

2. From the bottom of the menu, go right and select Get Help.

3. Select Sign out.

4. Sign back in, then try Netflix again.

If you're on an error screen:

1. Select More Details.

2. Select Sign out or Reset.

3. Sign back in, then try Netflix again.

If you can't find Sign out, press these buttons in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up. Then, select Sign out, Reset, or Deactivate.

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.
   

If you've changed the connection settings on your device, you'll need to change them back to default.

These settings could include:

• Custom modem settings.

• Virtual Private Network (VPN) or proxy service settings.

• Custom DNS settings.

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

Once you've reset these settings, try Netflix again.

To improve your Wi-Fi:

• Move your router and your device closer to each other. If possible, put them in the same room.

• Move your router away from other wireless devices and appliances.

• Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:

• Check for an internet outage in your area.

• Fix common router or modem issues and incorrect network settings.

• Restart or reset your network's connection.

While talking with your ISP, let them know:

• Whether the issue happens only on one device, or other devices on the same network.

• Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:

• Using a web browser, go to fast.com to test your internet speed and connection directly to Netflix.

• Try playing Netflix again to make sure the problem is fixed.

1. Unplug your device from power.

2. Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.

3. Plug your device back in.

4. Turn your device on and try Netflix again.

There might be an issue with the connection between your device and the TV.

To fix the problem:

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

2. Try reversing the ends of the HDMI cable.

3. Bypass any receivers or sound systems in use by connecting your device directly to your TV using an HDMI cable.

4. Try connecting to a different HDMI port on your TV.

5. Try a new HDMI cable.

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.

Follow the steps for your web browser.

Chrome:

1. In the upper right corner of the browser, click More .

2. Click More Tools > Clear Browsing Data...

3. Click Advanced.

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

5. Check Cached images and files.

6. Click Clear Data, then try Netflix again.

Firefox:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy & Security.

3. Scroll down and click Clear History.

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

5. Uncheck everything except Cache.

6. Click OK, then try Netflix again.

Microsoft Edge:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy, Search, and Services.

3. Below Clear browsing data, click Choose What to Clear.

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

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

6. Click Clear now, then try Netflix again.

Opera

1. From the menu sidebar on the left, click History .

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, then try Netflix again.

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.

1. In the upper right corner of your browser, click More .

2. Click Help > About Google Chrome.

3. Wait while Chrome automatically checks for new updates.

4. If an update is available, click Relaunch.

5. Try Netflix again.

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.

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.

• 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.

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.

Follow the steps for your web browser.

Chrome:

1. In the upper right corner of the browser, click More .

2. Click More Tools > Clear Browsing Data...

3. Click Advanced.

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

5. Check Cached images and files.

6. Click Clear Data, then try Netflix again.

Firefox:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy & Security.

3. Scroll down and click Clear History.

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

5. Uncheck everything except Cache.

6. Click OK, then try Netflix again.

Microsoft Edge:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy, Search, and Services.

3. Below Clear browsing data, click Choose What to Clear.

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

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

6. Click Clear now, then try Netflix again.

Opera

1. From the menu sidebar on the left, click History .

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, then try Netflix again.

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.

For update instructions, click the link for your browser below.

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

• Opera

If there are no updates available, or your browser isn't listed, go to the next step.

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.

• 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.

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.

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.

1. While in the Netflix app, select More Options in the top right.

2. Select Sign Out.

3. Sign back in and try Netflix again.

You may need to update your computer's video driver, or install a video driver supported by Windows 10.

Netflix Customer Service can't help with these steps. If you aren't comfortable doing them by yourself, contact your computer's manufacturer for help.

• If your computer uses a graphics card or GPU, use the software that was installed with the card to update its video driver.

  Note:

  AMD and NVIDIA are the most common producers of GPUs and GPU software.

• If an update didn't work or there were no updates available, uninstall the driver and reinstall it.

• If there is no video driver for your computer that is supported by Windows 10, try playing Netflix with a different device or browser, like Google Chrome, Mozilla Firefox, or Opera.

Update to the latest version using the links below, then try Netflix again:

• Windows 11

• Windows 10

• Windows 8 or 8.1

• Windows 7, XP, or Vista

• 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.

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.

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.

Follow the steps for your web browser.

Chrome:

1. In the upper right corner of the browser, click More .

2. Click More Tools > Clear Browsing Data...

3. Click Advanced.

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

5. Check Cached images and files.

6. Click Clear Data, then try Netflix again.

Firefox:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy & Security.

3. Scroll down and click Clear History.

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

5. Uncheck everything except Cache.

6. Click OK, then try Netflix again.

Microsoft Edge:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy, Search, and Services.

3. Below Clear browsing data, click Choose What to Clear.

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

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

6. Click Clear now, then try Netflix again.

Opera

1. From the menu sidebar on the left, click History .

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, then try Netflix again.

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.

1. Click Settings and more > Help and feedback > About Microsoft Edge.

2. Click Download and install.

3. Once completed, click Restart.

4. Try Netflix again.

If you get an error or need help while updating your browser, visit the Microsoft support site.

Update to the latest version using the links below, then try Netflix again:

• Windows 11

• Windows 10

• Windows 8 or 8.1

• Windows 7, XP, or Vista

• 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.

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.

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.

Follow the steps for your web browser.

Chrome:

1. In the upper right corner of the browser, click More .

2. Click More Tools > Clear Browsing Data...

3. Click Advanced.

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

5. Check Cached images and files.

6. Click Clear Data, then try Netflix again.

Firefox:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy & Security.

3. Scroll down and click Clear History.

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

5. Uncheck everything except Cache.

6. Click OK, then try Netflix again.

Microsoft Edge:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy, Search, and Services.

3. Below Clear browsing data, click Choose What to Clear.

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

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

6. Click Clear now, then try Netflix again.

Opera

1. From the menu sidebar on the left, click History .

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, then try Netflix again.

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.

1. In the upper right corner of the browser, click More .

2. Click Settings, then scroll down to Firefox Updates.

3. Click Restart to Update Firefox. If you see the message "Firefox is up to date," your browser is already on the latest version.

4. Try Netflix again.

If you have trouble updating Firefox or get an Update Failed error, follow Mozilla's steps to fix a software update issue.

• 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.

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.

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.

Follow the steps for your web browser.

Chrome:

1. In the upper right corner of the browser, click More .

2. Click More Tools > Clear Browsing Data...

3. Click Advanced.

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

5. Check Cached images and files.

6. Click Clear Data, then try Netflix again.

Firefox:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy & Security.

3. Scroll down and click Clear History.

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

5. Uncheck everything except Cache.

6. Click OK, then try Netflix again.

Microsoft Edge:

1. In the upper right corner of the browser, click More .

2. Click Settings, then click Privacy, Search, and Services.

3. Below Clear browsing data, click Choose What to Clear.

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

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

6. Click Clear now, then try Netflix again.

Opera

1. From the menu sidebar on the left, click History .

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, then try Netflix again.

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.

• 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.

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.

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.