Netflix video playing keeps freezinng and audio keeps palying

Shubham Kumar Yadav 0 Reputation points
2026-09-05T04:45:55.36+00:00

I’m still facing a persistent playback issue on Netflix that has not been resolved.

The main problem is that while watching any content on Netflix aap/ any browser, the video suddenly freezes/stops, but the audio continues playing or looping normally in the background. The audio and video then become completely out of sync.

For example, the video may get stuck on a single frame while the dialogue/audio continues playing. After some time, the video may start moving again, but by then the audio has already progressed, resulting in a significant audio-video sync issue.

Issue details:

Video playback keeps freezing/stuttering.

Audio continues playing/looping even when the video is completely frozen.

This causes the audio and video to go out of sync.

The issue can happen during normal streaming and is not limited to a particular scene.

Restarting the content does not permanently resolve the problem.

The problem keeps coming back even after trying the usual troubleshooting steps.

This has been happening consistently, so it is not just a one-time playback glitch.

What makes this particularly frustrating is that the audio itself continues without interruption, which suggests that the stream is still playing while the video portion is getting stuck.

I have already tried the standard troubleshooting steps such as restarting Netflix/device and checking the connection, but the problem is still occurring.

I need a proper investigation into whether this is related to Netflix's video decoding/playback, DRM, device compatibility, app issues, or streaming behavior rather than being treated as a simple internet buffering issue.

The issue is specifically: VIDEO FREEZES/STOPS, WHILE AUDIO CONTINUES PLAYING/looping.

Please help identify the actual root cause and provide a permanent solution. This issue has been continuing for a while and is seriously affecting the viewing experience.

Windows for home | Windows 11 | Display and graphics
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  1. Vikki-T 9,685 Reputation points Microsoft External Staff Moderator
    2026-09-05T09:16:13.3833333+00:00

    Hi Shubham Kumar Yadav,

    I understand how disruptive this is, especially when the audio continues normally while the Netflix video remains frozen and eventually becomes completely out of sync.

    Since the same behavior occurs in both the Netflix app and different browsers, this may not be limited to a browser cache or extension. It could involve the graphics driver, hardware video decoding, display configuration, or the Windows video playback components.

    To help narrow this down, could you please confirm the following?

    • What is the make and exact model of your device?
    • What Windows 11 version and OS build are you using? You can check this by pressing Windows + R, typing winver, and pressing Enter.
    • Does the issue also occur on other streaming services such as YouTube, or when playing a locally saved video?
    • Are you using more than one monitor, an HDMI connection, a docking station, or a wireless display?
    • Did the problem begin after a Windows update or graphics driver update?

    In the meantime, please try these checks:

    • Go to Settings > Windows Update, check for updates, and also review Advanced options > Optional updates for any display or graphics driver updates.
    • Download and install the latest graphics driver directly from your PC or GPU manufacturer’s support website, then restart the device.
    • If multiple monitors are connected, temporarily disconnect the external monitor and test Netflix on the main display. You can also check whether all connected displays are using the same refresh rate under Settings > System > Display > Advanced display.
    • In Microsoft Edge, open edge://settings/system, turn Use graphics acceleration when available off, restart Edge, and test Netflix again. If there is no change, turn it back on and restart Edge once more.
    • Open the Get Help app, search for Video playback troubleshooter, and follow the diagnostic prompts.

    Please let me know the results of these tests. In particular, whether other streaming services or local videos are affected will help determine whether this is specific to Netflix or related to video decoding in Windows.

    Official references: Video playback settings in Windows and Windows troubleshooters. Thank you so much for your understanding.     

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