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.
| Issue | Answer |
| 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. |
| 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.