If Netflix picture freezes sound continues, there is a wide range of possibilities including your network, application, or device.
Make sure to stick around by the end of this post, to learn all possible causes for this issue as well as the best solutions available.
The solution includes rebooting the device you’re watching Netflix from and discharging it appropriately. Next, check the internet connectivity and make sure the Netflix app is updated. Lastly, you should re-install the entire application.
Netflix freezes are also possible due to overwhelming device resources. Continue reading to learn how to identify and solve such issues.
It really depends on what device you’re viewing Netflix from. If you’re using a smart TV to watch Netflix, then the issue is most likely to be related to the WiFi connectivity or the TV memory.
For users who use a PC to watch Netflix, you would want to keep your Windows and video drivers updated.
Regardless of the device, you’re using, here are some well-known causes:
1. Problem with the App
A general issue with the Netflix app might cause some interference with the video you’re viewing.
2. Buffering Issue
A problem with the video buffering might be the cause of your issue. It might not be related to bad internet.
3. Browser Problem
For PC users, the possibility of a browser issue is always there so later we’ll address that as well.
4. Internet Connectivity
Sometimes when the internet is bad the video might freeze but the audio could continue for a few more seconds.
5. Device Issue
Your device’s software and hardware might be having a problem. Everything from lack of resources, drivers, and glitches remains a possibility.
Your issue is 99% to be related to one of these causes and next, we will tackle them all.
Before we proceed any further, make sure to re-open the Netflix app on your device. If you’re using a PC, then re-open the browser.
There is always a possibility of a one-time bug, so restarting the services is always a good approach to start with.
In case a simple restart did not help, let’s proceed with a more advanced type of restart:
We suggest performing overall maintenance on your device.
The best way to do that is by performing a hard reset to discharge the device no matter if it’s a phone, TV, computer, console, or tablet.
Note: The steps below apply to devices that are connected to a power outlet. For smartphones and laptops, we suggest a normal turn OFF/ON method.
To perform the hard reset, follow the instructions down below:
- Turn OFF your device. (Use the power button if you’re using a TV or a PC)
- Once your device has shut down, unplug its power adapter.
- Wait for about 5 minutes with the power adapter of your device unplugged.
- Re-attach the power adapter and test.
After turning on your device, run the Netflix app and check if the issue has been resolved.
Make sure to test on several different shows to determine if the issue appears on ALL contents or just one that is problematic.
The next step in the solution process would be to update Netflix. Now if you’re using Netflix through a web browser you should jump to solution #4.
But if you’re on a smartphone, tablet, or TV, where the application is in use, then proceed with updating.
Down below we’ve provided a universal guideline on how to update Netflix on any device:
- Open the app store of your device.
- Write “Netflix” in the search field.
- Tap on the first result and click on “update”.
- Wait for Netflix to finish updating and checking.
Once Netflix has finished its update, it is possible that you will be prompted to relog to your account.
Once logged in, try with various TV shows to determine if the issue is fixed now.
If the Netflix picture freezes but the sound continues, re-installing the app can help only if you’re using a TV, smartphone, or a console to view Netflix since these devices are using an application.
By reinstalling the app, any corrupted data or built-up cache will be renewed with a fresh batch of files that cannot be bad.
Here is how to reinstall Netflix on any device:
- Delete the Netflix application.
- Open the device-specific application store.
- Search for Netflix and hit download.
- Once installed on your device, open Netflix and log in.
Once again, test on several different shows to determine if the issue is gone.
This solution is only useful to users who are watching Netflix through their computers.
If the GPU (video) drivers are outdated, there is a high chance that higher-quality content would not be able to stream properly.
To update the video drivers on your computer you must download the manufacturer’s software for your video card.
For instance, if you’re using an AMD video card, you must download the AMD overlay from the web. For Nvidia, go to the official Nvidia website.
Once you’ve got the software required for updating the drivers, tap on “Check For Updates” in the home screen of the overlay, then “Apply”.
Alert: Your monitor will go black for a few seconds and it will probably happen a few times. This is not something to worry about since it only shows that drivers are being successfully installed.
Once the drivers are installed, test if Netflix streaming will be better, without any freezing.
For users who watch Netflix on a smartphone, console, or TV, there is a quick way to solve any issues related to overconsumption of resources.
One of the main suspects here is the memory cache that can cause a variety of issues, including freezing.
To delete saved cache data universally, you can go to Settings > Storage > Cache > Clear.
If these steps don’t apply to your phone, console, or TV, then search on Google how to clear the cache for your specific device.
Note: You’ll definitely have to log in again on ALL applications, for which the cached data was erased.
Generally, your internet connection is responsible for buffering the video.
If the speed of your internet is not enough to send/receive the network packets fast enough to provide smooth buffering, well, you’ll occasionally experience freezes.
Here are a few methods you can try if you have identified a slow internet connection:
Hard reset your Router/Modem
Unplug both your router and modem’s power adapters and standby for 5 minutes. Once the time has elapsed, re-attach the power adapters and test the internet.
1. Reduce Usage
Disconnect unnecessary devices from your network and prevent high-data uploading/downloading and seeding till the end of this guide.
2. Relocate your Device
Make sure that the device you’re viewing Netflix from is as close as possible to your network router/modem.
3. Stop VPN
If there is a VPN service active on your network or the browser that you’re viewing Netflix from, you’ll definitely experience issues.
You should locate and stop any 3rd party VPN software on the devices connected to the network. VPN can also function as a browser extension so make sure to check.
Once done with these steps, double-check if your device is connected to the Network and try Netflix again.
If the freezes continue to appear then you should reach out to Netflix themselves and ask for help.
For users with PC or any workflow that includes a browser, there is one more thing you can try so let’s find out what.
Another solution that applies to users who watch Netflix from computers, is to delete unnecessary browser data. Browser data generally means shortcuts, history, and cookies.
To erase unnecessary browser data, follow these steps:
- Open your browser and tap the three dots on the top.
- Go to the History tab and erase your browser’s history.
- Hover to the cookies selection and erase all cookies as well.
- Restart your browser and try Netflix again.
Clearing your browser data regularly is the key to faster loading and better performance during web actions.
Now open your browser, go to Netflix, log in to your account and check if the freezing continues. If yes, then you would have to reach out to Netflix customer support and report your problem.
Read Next: How to Get Netflix with T-Mobile?
Thus to fix Netflix freezing and audio falling behind, hard reset your device, update Netflix and reinstall the app as well. Clear browser data, disable any VPNs and troubleshoot your network.
If nothing works, reach out to Netflix customer support.
Now that you know why Netflix picture freezes but sound continues, you should be able to at least identify the problem using our solutions.
We hope that our post was helpful to you and in case there are any other issues with streaming applications, make sure to check our blog.
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.