Article ID : 00148989 / Last Modified : 16/06/2020

Basic Troubleshooting for Netflix - picture or image issues

    The table below provides information and troubleshooting assistance for instance where the image does not display as desired when watching a Netflix video.

    IssueAnswer
    Streaming Netflix video displays in low resolution.Verify Netflix settings
    The Wide Mode feature is not available while using the Netflix app on the TV.Adjust the image size
    Internet streaming video will only play back in standard definition (SD) quality.Verify system requirements and Network settings
    Internet streaming videos stop, pause, buffer, or the picture and sound quality is poor.   A stable high-speed network connection is recommended
    The display information is cut-off when streaming Netflix videos on the Blu-ray Disc player.The image display may vary based on the connection used.
    When streaming Netflix Ultra HD, the image is not in 4K.Make sure that the device has been set up properly and that 4K content is being selected.
    The picture freezes and the TV turns off and on when trying to use the Netflix app.Force close the Netflix app then reboot the television.
    The Netflix queue appears to be cut off.This indicates that there is more content available by scrolling to the left or to the right of the screen.
    Sony's Android TV screen turns black when I press certain buttons on the remote while using the Netflix app.This black screen appears while the menu option is loading.

     

    If the issue you are experiencing is not described above or for additional support with playing back a Netflix movie, visit the Netflix Help Centre.