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Why is there no picture but sound?

I have been a customer for a long time. I'm getting sound but no pix

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  • 175 Answers

Can you tell us a bit more about the problem? It would be helpful if we knew:
1) What device are you using to connect to Netflix (computer, DVD player, TV, etc.)?
2) When you use that device for something other than Netflix, do you see a picture? So if you're using a DVD player, can you play DVDs? Can you watch TV?
3) Can you log into your Netflix account on your computer and watch movies on your computer? Can you login from someone else's computer and try that?
3) When did the problem start?

Some shot-in-the-dark steps that apply to all electronics:
1) Turn everything off. Turn it all back on.
2) If that doesn't work, unplug everything. Wait 30 seconds, then plug it all back in.
3) Check all the cables (from power to your TV and Netflix device, cables coming from your peripherals to the TV, etc.). Even if they seem to be well-seated, unplug them and plug them back in.
4) Try new connections. If your TV was connected by HDMI, and you have a different way of connecting your device (DVI, component, RCA, s-video, coax, whatever) try it. If your device connects to the Internet wirelessly, see if you can get a wired connection. Swap cables wherever you can.
5) If you can, try interchanging components. So, for example, try connecting to a different HDMI port on your TV. Try other devices on your TV. Take your Netflix device (if it's not your TV) to a different TV.

Those last 2 steps may solve the problem, but are more likely to isolate the problem. (For example, if your DVD player doesn't work no matter what TV it's connected to, then the problem is the DVD player.)

Update us with as much info as you can.

Posted on Mar 29, 2015

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