If you see a black or blank screen with no sound when you try to watch or launch Netflix, you may be experiencing an issue with your device. Follow the troubleshooting steps for your device below to resolve the issue. Netflix black screen

Samsung Smart TV

When do you see a black screen?

When you launch the Netflix app

Return to the previous menu Netflix black screen

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

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

Restart your Smart TV Netflix black screen

  1. Unplug your TV from power for at least 1 minute.
  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.
  3. Plug your TV back in.
  4. Turn your TV on.
  5. Try Netflix again. Netflix black screen

Reinstall the Netflix app

  1. Press the Smart Hub button on your remote.
  2. Highlight the Netflix app.
  3. Press the Tools button on your remote.
    • If you do not have a Tools button, proceed to the next set of troubleshooting steps.
  4. Select Reinstall.
  5. Try Netflix again.
    • If you are still getting a black screen, please try Netflix again in 20 minutes. It can take this long for the app to complete setup.

Contact Samsung

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

  • Help resetting the Smart Hub.
  • Help upgrading to the latest firmware for the device.
  • Help performing a factory reset.

If those steps don’t get you streaming again, Samsung may have other suggestions for fixing the device. If they don’t have additional steps, or the additional steps still don’t resolve the issue, you’ll need to use a different Netflix-enabled device to continue streaming.

All Other Smart TVs

When do you see a black screen?

When you launch the Netflix app

Return to the previous menu

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

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

Restart your Smart TV

  1. Unplug your TV from power for at least 1 minute.
  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.
    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.
  3. Plug your TV back in.
  4. Turn your TV on.
  5. Try Netflix again.

Contact your device manufacturer

Your device is experiencing a hardware or software problem that only the device manufacturer can solve. To get back to watching Netflix, you’ll want to contact your device manufacturer and ask for the following:

  • Help upgrading to the latest firmware for the device.
  • Help performing a factory reset.

If those steps don’t get you streaming again, your manufacturer may have other suggestions for fixing the device. If they don’t have additional steps, or the additional steps still don’t resolve the issue, you’ll need to use a different Netflix-enabled device to continue streaming.

When you try to play a TV show or movie

Return to the previous menu

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

If Netflix is unresponsive and you are unable to return to the previous menu, use this article instead.

Restart your Smart TV

  1. Unplug your TV from power for at least 1 minute.
  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.
    • If you cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.
  3. Plug your TV back in.
  4. Turn your TV on.
  5. Try Netflix again.

Sign out of Netflix

  1. Begin from the Netflix home screen.
  2. Navigate left to open the menu, then select Settings.
    • If you do not see a menu when you navigate left, navigate up and select Settings or the gear icon  .
  3. Select Sign out.
  4. Select Yes to confirm.
  5. You will now be given the option to sign in as a different Netflix member.

If you cannot locate Settings or the gear 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 outStart OverDeactivate, or Reset.
  3. You will now be given the option to sign in as a different Netflix member.

Restart your home network

For this step, make sure to leave your smart TV and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off or unplug your smart TV.
  2. Unplug your modem (and your wireless router, if it’s a separate device) from power for 30 seconds.
  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.
  4. Turn your smart TV back on and try Netflix again.

Connect your smart TV directly to your modem

If you’re connecting through a wireless router that’s connected to your modem and still can’t connect after restarting your network, try bypassing the router. This will help identify what’s causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off or unplug your smart TV.
  2. Plug your smart TV directly into your modem using an Ethernet cable.
  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.
  4. Turn on your smart TV and try Netflix again.

If this step gets you streaming again:

  • If you’ve bypassed your router and successfully connected to Netflix directly through your modem, it’s likely that the router itself is the source of the problem.
  • Bypassing the router will allow you to stream for now, but if this configuration isn’t a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you’re still not able to stream:

  • If you’re connected directly to your modem and still can’t stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your smart TV directly to your modem if you can — it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there’s no way for you to directly connect your device to your modem, continue troubleshooting below.

Restore your default connection settings

If you’ve modified your streaming device to use custom connection settings, restore your internet provider’s default settings and try Netflix again. Custom connection settings might include:

  • If you are connecting with a Virtual Private Network (VPN) or proxy service, disable it and connect directly with your home internet.
  • If you have changed your streaming device to a custom DNS setting, try resetting the device to acquire DNS automatically.

If you need assistance changing these connection settings on your streaming device, please reach out to the device’s manufacturer.

Improve your Wi-Fi signal

If you’re connecting over Wi-Fi and the above steps didn’t help, follow these suggestions to improve your wireless connectivity:

  • Move your router to a new location to improve signal strength. You’ll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can create issues when you try to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

What should I do next?

If you have completed the steps above but are still having issues connecting to Netflix, you’ll want to contact your internet service provider. They can help you resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.