Black screen with no sound

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. 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.

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

• Updating to the latest firmware or operating system.

• Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

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.

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. 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 .

3. Select Sign out.

4. Select Yes to confirm.

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.

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.

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

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. 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. Reopen your browser.

3. Try Netflix again.

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

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.

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.

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.

• 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 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 .

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.

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. 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. From the upper right corner of the browser, click Menu .

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.

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.

• 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.

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.

Uninstall the Netflix app

1. Go to the PS3 Home Screen by pressing PS button > Quit > Yes.

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

3. Press the Triangle button.

4. Choose Delete.

5. Choose Yes.

Reinstall the Netflix app

1. Go to the PS3 Home Screen by pressing PS button > Quit > Yes.

2. Go to the TV/Video Services section and choose Netflix.

3. Choose Yes to download it.

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 open the Netflix app again.

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

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.

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.

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 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.

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.

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. 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.

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. 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.

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. 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. 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.

Your device is experiencing a hardware or software problem that only Samsung can solve.

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 these steps don't help, Samsung may have other suggestions. Or, try watching Netflix on a different device.

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.

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.

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.

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. 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.

To fix this issue, you'll need to contact the device manufacturer and ask them for help:

• Updating to the latest firmware or operating system.

• Resetting the device to its factory settings.

If the manufacturer can't help, or these steps don't fix the issue, you'll need to use a different device to watch Netflix.

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.

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.

Contact your internet service provider. They can tell you if your modem/router is set up and working correctly.