Article ID : 00101263 / Last Modified : 10/29/2019

Troubleshoot Netflix sound issues

    This article will assist you with audio issues that may occur when you watch Netflix® videos.

    • The audio and video are out of sync.
      • This issue occurs after you fast forward or rewind the video. Restart the video to resolve this issue:
        1. While the Netflix video is playing, press the Option button on the supplied remote.
        2. Select Restart.
    • No sound when I play videos from any of the internet streaming services.
    • I can hear a narration that describes what's happening on-screen, including physical actions, facial expressions, costumes, settings, and scene changes.
      • You can enable or disable the Audio Description setting.
    • No sound from Netflix video when connected with an HDMI® cable to an Audio/Video (A/V) receiver.
      • This indicates that the A/V receiver doesn't support DTS™ or Dolby® Digital sound. To get sound, go into the Audio Settings menu of the Blu-ray Disc™ player and change the Audio (HDMI) setting to PCM.

        Note: Make sure that your A/V receiver has the latest software version before changing this setting. Otherwise, the issue will still occur after you change the setting.

    • No sound when streaming Netflix video in 5.1 surround sound through the HDMI connection from the Blu-ray Disc player.
      • Set the Audio & Subtitles option from the title screen to Stereo.
    • No 5.1 audio from Netflix after updating the Android TV™
      • Make sure there's no device connected to the Audio Out/Headphone jack of the TV. Follow the troubleshooting steps available to fix this issue.
    • I can hear audio distortion when I watch a Netflix video through a home stereo system.
      • An issue described as a popping, chirping, screeching, or other noise distortion when streaming a Netflix video may occur when the audio was encoded using the Dolby® Digital Plus format. Follow the troubleshooting steps for this issue.
    • I can't find the 5.1ch icon and audio track selection in Netflix app on my Ultra HD Blu-ray Disc player.
      • Turn off the Screen reader setting  and change Digital Audio Out setting to Auto.
    • No sound when I watch a Netflix movie on my internet TV, Media player, or Blu-ray Disc player with the Google TV™ platform.
      1. Press the back button.
      2. Wait five seconds.
      3. On the keypad remote control, press the TV button to temporarily put your device into the TV mode.

      The Netflix app restarts and you should now hear sound.