Black screen with no sound

If you get a black or blank screen with no sound when you try to watch or open Netflix, it usually means an issue with your device or the cable connecting your devices stopped Netflix from playing.

Note:
If you can't return to the previous screen or your device isn't working at all, see these troubleshooting steps.

To fix the problem, follow the steps for your device.

Smart TVs

Samsung TV

Restart your device

  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.

Sign out of Netflix

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is 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 Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

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.

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.

Restore your default connection settings

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.

Contact your internet service provider

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.

All other TVs

Restart your device

  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.

Sign out of Netflix

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is 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 Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

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.

Restore your default connection settings

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.

Contact your internet service provider

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.

Mobile phones and tablets

Android phone or tablet

Turn your device off, then back on

  1. Turn off your phone or tablet. Make sure it's turned off, not just locked.

  2. Turn it back on.

  3. Try Netflix again.

Reinstall the Netflix app

These steps will remove any TV show or movie downloads saved on your device and sign you out of your Netflix account.

If you're on your Android phone or tablet, open the Netflix page in the Play Store, tap Uninstall, then tap Install.

These steps will also reinstall the app:

  1. Open the Play Store app, then search for "Netflix."

  2. In the list, find and tap the Netflix app.

  3. Tap Uninstall.

  4. Tap Install, and wait until it's done.

  5. Tap Open, then try Netflix again.

iPhone or iPad

Restart your iPhone or iPad

  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.

Reinstall the Netflix app

Uninstalling the app will delete any downloads saved to your device and sign you out of Netflix.
  1. Go to the home screen, then 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. You may need to enter your Apple ID password. If you forgot it, follow Apple's steps to reset it.

  5. When the app is installed, try Netflix again.

Note:
If you can't find the Netflix app after removing it, follow Apple's steps to redownload an app from the App Store.

If you connect to a TV using a video cable adapter

Lightning connector with video adapter

Make sure your video adapter is supported

  1. Remove all cables connected to the adapter, then connect it to your iPhone or iPad.

  2. Go to Settings > General > About > Apple HDMI Adapter.

  3. Check the Model Number.

Thunderbolt or USB-C video cable or adapter

For issues with iPhone and iPad devices with a USB-C port, these options may help:

  • Make sure your TV or display is set to the correct video input source.

  • Make sure your video cable or adapter supports HDCP 2.2.

  • Try reversing the ends of the video cable or adapter.

  • If possible, try connecting to a different video port on your TV or display.

Fire tablet

Restart your device

  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.

Update the Netflix app

  1. Go to the home screen, then tap Appstore.

  2. In the upper left, tap Menu menu button, 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.

Streaming media players

Roku

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

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. 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.

Remove and re-add Netflix

To remove Netflix:

  1. Press Home home button on your Roku remote.

  2. In the list of apps on the right, scroll to the Netflix app.

  3. Press Star star button on your Roku remote.

  4. Select Remove app > Remove.

To add Netflix:

  1. Press the Netflix button on your Roku remote.

  2. Select Add channel > OK > Go to channel.

  3. Try Netflix again.

Apple TV

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Restart your Apple TV

Press and hold the Menu button on the Apple TV remote until you're back on the home screen.

  • For Apple TV 2 and 3: Choose Settings > General > Restart

  • For Apple TV 4 and 4K: Choose Settings > System > Restart

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

Projector

Restart your device

  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.

Troubleshoot your hardware connection

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.

Blu-ray player

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Restart your device

  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.

Sign out of Netflix

  1. Go to the Netflix home screen, then go left to open the menu.

  2. At the bottom, select Get Help > Sign out > Yes.

  3. Sign back in, then try Netflix again.

If your device is 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 Get Help or Sign out:

  1. Using your remote, press these buttons in this order: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the menu that appears, select Sign out, Reset, or Deactivate.

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.

Contact your internet service provider

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.

All other streaming media players

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Restart your device

  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.

Troubleshoot your hardware connection

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.

Computers

Chrome

Clear your browser cache

Follow the steps for your web browser.

Chrome:

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

  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 More Menu.

  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 More Menu.

  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 History Menu.

  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.

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.

Update Google Chrome

  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.

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.

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.

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.

Safari

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.

Update your browser

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

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

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.

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.

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.

Edge

Clear your browser cache

Follow the steps for your web browser.

Chrome:

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

  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 More Menu.

  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 More Menu.

  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 History Menu.

  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.

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.

Update Microsoft Edge

  1. Click Settings and more 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 your Windows version

Use the links below to get steps to check for updates to your version of Windows, then try Netflix again.

Computers using Windows XP or Vista aren't able to update to a version Netflix supports. We recommend using a computer with Windows 10 or later installed.

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.

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.

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.

Netflix app for Windows

Sign out of Netflix

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

  2. Select Sign Out.

  3. Sign back in and try Netflix again.

Make sure your video drivers are up to date

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 your Windows version

Use the links below to get steps to check for updates to your version of Windows, then try Netflix again.

Computers using Windows XP or Vista aren't able to update to a version Netflix supports. We recommend using a computer with Windows 10 or later installed.

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.

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.

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.

Firefox

Clear your browser cache

Follow the steps for your web browser.

Chrome:

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

  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 More Menu.

  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 More Menu.

  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 History Menu.

  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.

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.

Update Firefox

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

  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.

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.

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.

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.

Opera

Clear your browser cache

Follow the steps for your web browser.

Chrome:

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

  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 More Menu.

  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 More Menu.

  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 History Menu.

  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.

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.

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.

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.

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.

Game consoles

PlayStation 4

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Restart your device

  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.

Xbox One

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Troubleshoot your hardware connection

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.

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

PlayStation 3

Reinstall the Netflix app

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.

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Xbox 360

Check your TV's input source

If you use Netflix on a device that connects to your TV:

  • Make sure any cables connecting your streaming device to your TV are secure, and that both devices are powered on.

  • Make sure your TV's video input source is set to your streaming device. To change the input source, press the input source button input source button on your TV remote.

    Note:
    The button or steps to change the input source may be different for your TV. To get help with this step, contact the company that made your TV.

Check your video cable connection

This issue can be caused by the cable connection between the Xbox and your display.

Go to Microsoft's support site to fix an issue with a black or blank TV screen or monitor.

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