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Choppy, stuttering, high pitched, or distorted sound

If you get choppy, stuttering, high pitched, or distorted sound when you try to watch Netflix, it usually means there's a problem with the title you're trying to watch or the device you're using. Follow the steps below to fix the problem.

  1. Go to the Apple TV settings menu, then select Video and Audio.

  2. Scroll down to Audio, then select Audio Format.

  3. Select Change Format.

  4. Select New Format, then choose Dolby Digital 5.1.

  5. Try Netflix again.

If that doesn't fix the issue, go to the Change Format menu again, choose Stereo, and then try Netflix again.

  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. 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.

If you are using an external audio receiver, sound bar, or speakers:

  1. Ensure that your speakers are connected to your receiver properly.

  2. Check any HDMI or optical connectors to ensure that they are plugged in correctly.

  3. Try reversing the ends of the HDMI/optical cable or using an alternate cable.

If the steps don't fix the problem, there might be an issue with the audio settings on your device or sound equipment.

To check your device's audio settings or troubleshoot a sound issue:

  • Follow the instructions or manual that came with your device or sound equipment.

  • Contact your device or sound equipment's manufacturer for more help.

Note:Because the steps to check the audio settings or troubleshoot a sound issue are unique for each device, Netflix Customer Service isn't able to assist with following steps for your device.

If the manufacturer can't fix the problem or changing the audio settings didn't work, you'll need to use a different device to watch Netflix.

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

  2. Scroll up or down and select Settings.

  3. Select Audio.

  4. Set Audio mode to Stereo.

  5. Set HDMI to PCM-Stereo.

    • If you do not see HDMI, set S/PDIF to PCM-Stereo.

  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.

Change your audio settings

If your device is connected directly to your TV, check your Netflix app audio options. If surround sound (5.1) is selected, try changing it to Stereo instead. If you are unsure how to change your Netflix app audio settings, visit our alternate audio article.

If changing to stereo solves your audio issue, your equipment may not be surround sound compatible. Contact your device's manufacturer for assistance if you believe your equipment should be compatible with 5.1 audio.

Note:If you have to change your audio setting to stereo every time you play a movie or TV show, there may be a setting on your device that is causing it to default to 5.1 audio. Contact your device manufacturer for assistance in adjusting this setting to default to stereo audio.

  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.

If you are using an external audio receiver, sound bar, or speakers:

  1. Ensure that your speakers are connected to your receiver properly.

  2. Check any HDMI or optical connectors to ensure that they are plugged in correctly.

  3. Try reversing the ends of the HDMI/optical cable or using an alternate cable.

If the steps don't fix the problem, there might be an issue with the audio settings on your device or sound equipment.

To check your device's audio settings or troubleshoot a sound issue:

  • Follow the instructions or manual that came with your device or sound equipment.

  • Contact your device or sound equipment's manufacturer for more help.

Note:Because the steps to check the audio settings or troubleshoot a sound issue are unique for each device, Netflix Customer Service isn't able to assist with following steps for your device.

If the manufacturer can't fix the problem or changing the audio settings didn't work, you'll need to use a different device to watch Netflix.

We're looking into this problem. To help us investigate, contact us.

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