If the video freezes on one image but the sound continues when you watch a title, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue. Show Amazon Fire TV/StickRestart your device
Android TVReset your Android TV
PlayStation 3Delete Saved Game Data
RokuRestart your device
Smart TVRestart your device
Windows ComputerUpdate Windows
Make sure your video drivers are up to dateYou may need to update your computer's video driver, or install a video driver supported by Windows 10. Netflix Customer Service can't help with these steps. If you aren't comfortable doing them by yourself, contact your computer's manufacturer for help.
If there is no video driver for your computer that is supported by Windows 10, try playing Netflix with a different device or browser, like Google Chrome, Mozilla Firefox, or Opera. How do I fix Netflix freezing videos?The first fix that often works for freezing videos is signing out of your Netflix account and signing back in. Restart the device. Just like on a computer or mobile device, Netflix caches information in memory on streaming devices. Restarting can clear this and resolve issues. Why can't I go on Netflix if my device freezes?Netflix and device both freeze If Netflix and your device both freeze and you can't go anywhere on your device, it usually means information stored on your device needs to be refreshed. Note: If only Netflix freezes but your device still works, follow these steps instead. To fix the problem, follow the steps for your device. How do I turn off Netflix?Another possible solution for this problem is signing out of Netflix. Do to this, you should: Go to the Netflix home screen. From there, navigate left to find the menu. If you can’t find the menu by navigating left, go up and select Settings or the gear icon. Choose Settings (if you’ve managed to find the menu). Go for Sign out. |