Do these 3 things before closing this tab:
1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsStart by identifying what is going wrong: Netflix buffering or low resolution usually points to connection or playback-quality settings; a frozen picture with sound still playing calls for a device-specific refresh; and Netflix and the device both freezing may require the device maker’s troubleshooting steps. Check whether other apps or devices on the same network are affected before changing settings.
Identify the symptom before troubleshooting
These problems can look alike, but they have different likely causes and fixes. Note whether the issue affects one device or several, and whether it happens only in Netflix or in other internet-connected apps too.
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- Netflix buffering: Playback pauses to load, or video quality drops. Check the connection first.
- Poor video quality: The picture looks blurry or low-resolution even when playback continues. Check connection stability, plan and device capability, and the profile’s Playback Settings.
- Video freezes but sound keeps playing: Follow the refresh or restart instructions for the affected device.
- Netflix and device both freeze: The device itself may need to be restarted or handled using its manufacturer’s instructions.
Check whether the problem is Netflix, the device, or the network
Open another internet-connected app on the affected device, or run its built-in network test if it has one. Then try Netflix or another online app on a second device connected to the same Wi-Fi.
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Clear out junk files and repair common Windows errorsFree Scan →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Repair Windows errors before they cause bigger problemsFix Now →- If other apps fail on the same device, check the device’s network connection.
- If several devices on the same network have trouble, the modem, router, or internet service may be involved.
- If other apps and devices work but Netflix does not, focus on the affected device’s Netflix playback or refresh steps.
Public Wi-Fi at a café, hotel, or school may block streaming. A mobile hotspot, cellular connection, or satellite service may also be too slow or unstable for smooth playback. If you contact your internet service provider (ISP), Netflix recommends testing the connection to Netflix with Fast.com and sharing the result.
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Restart the streaming device and home network
For a TV-connected device, Netflix’s general guidance is to turn it off, unplug it if it has a power cable, and make sure it is fully off rather than asleep. Leave it off for 15 seconds, turn it back on, and try Netflix again. If the device’s controls or power options differ, use its manufacturer’s instructions.
To restart the home network, turn off the streaming device, unplug the modem and router for 30 seconds, then reconnect them. Wait about a minute for the network to reconnect before turning the device back on. Some equipment takes longer to come back online. These timings come from Netflix’s general TV-device troubleshooting steps.
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Improve a weak or unstable connection
Netflix adjusts streaming quality to the available connection: as Netflix puts it, “Netflix adapts to the speed of your internet connection to make sure you can keep watching.” A slow or unstable connection can lower resolution, and playback may begin at a lower resolution before improving.
- Move the router and streaming device closer together; placing them in the same room may help.
- Keep the router away from other wireless electronics and appliances, and place it in an open area above floor level.
- If both devices support it, try a wired Ethernet connection instead of Wi-Fi. This is an optional test, not a guaranteed fix.
Netflix’s connection and video-quality guidance covers these network and quality factors. For more detail on improving a Wi-Fi setup, see its recommendations for getting the best results from your network.
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Check settings when picture quality alone is poor
Before changing playback settings, confirm that your Netflix plan and viewing device support the resolution you want. Then check Playback Settings for the profile being used. In a browser, open Netflix, go to Account, choose the profile, and open Playback Settings. Netflix lists these settings for its quality options:
| Desired quality | Playback Settings options listed by Netflix |
|---|---|
| 4K or 1080p | High or Auto |
| 720p | Medium, High, or Auto |
A fixed high-quality setting can make playback buffer or freeze when the connection cannot sustain it. If that happens, switch the profile back to Auto. Netflix’s video-quality help page explains how connection speed, plan, device, and profile settings affect the picture.
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Fix a frozen picture when sound continues
If the image stops but audio keeps playing, Netflix recommends refreshing device-stored information. The correct sequence varies by platform: its video-freezing troubleshooting page provides device-specific steps. Examples include restarting Fire TV, Android TV, Roku, or a smart TV; on a computer, the steps may involve updating Windows or video drivers. Follow the instructions for your device rather than applying steps meant for another platform.
Fix a freeze that affects the whole device
If the TV or streaming device stops responding along with Netflix, restart it and follow the manufacturer’s troubleshooting guidance. Depending on the device, that guidance may include a firmware update or factory reset. A factory reset can erase saved apps, data, and settings, so check the manufacturer’s instructions first and have your Wi-Fi details and Netflix sign-in information available.
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Netflix’s device-freezing guidance notes that if the manufacturer’s steps do not resolve the problem, you may need to use another device to watch.
Restore custom network settings or contact your ISP
If you changed custom VPN, proxy, DNS, modem, or router settings, restore their defaults or ask the device maker or ISP for help. If restarting and checking the network do not help, contact your ISP to ask about local outages and modem or router settings. Tell them whether one device or several are affected, which apps fail, and whether the affected device is using Wi-Fi or Ethernet. Netflix’s connection troubleshooting guidance recommends involving the ISP when network problems persist.
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