Forum Discussion

upshift's avatar
upshift
Reel Rookie
12 months ago

Amazon Prime app Isn't Working

The Amazon Prime app quit working today on our TCL Roku TV.  This has been working on this device for a long time without an issue.  Amazon Prime works on other devices in the house.  Did the remove ...
app playback
LyndseyKristine's avatar
LyndseyKristine
Reel Rookie
12 months ago

Mine isn’t working either the issue ID is

 

ID 93-386-123 

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    12 months ago

    Hi, LyndseyKristine upshift 

    Thanks for posting here in the Roku Community.

    We appreciate you for letting us know about the issue you have encountered with the Prime video on your Roku device, and we also acknowledge the efforts and time you've put in to troubleshoot the issue. For this matter, we'd like to gather more information for our team to investigate. Kindly provide the details below:

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • What channel and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
    • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
    • A photo or video clip referring to the issue,

    Once we have these details, our team will review this issue and investigate for a resolution.

    We hope for your response in this matter.

    Best wishes,
    Kash

    • upshift's avatar
      upshift
      Reel Rookie
      12 months ago

      As of this morning it is working, Didn't do anything different since yesterday.  Fingers crossed!  🙂

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        12 months ago

        Hi, upshift 

        Thanks for the update!

        Feel free to let us know if the issue recurs or if you have any concerns. Our team would be glad to help.

        Happy Streaming!

        Best wishes,
        Kash

    • LyndseyKristine's avatar
      LyndseyKristine
      Reel Rookie
      11 months ago

       

      Issue report tracker

      Model: 3930X - Roku Express

      Serial number: X00400ATAK93 (S008298TAK93)

      Software version: 13.1.4 • build 1510-AE

      GC version: 12.2.22

      Timestamp: 2024-09-28T02:12:22Z

      Please use issue ID 93-390-372 to report the current issue. 

       

      I also have a video of what happens. It plays for 10 seconds then the hdmi connection message comes up. Every other app works.