Forum Discussion

ArgleBargle's avatar
ArgleBargle
Newbie
6 months ago
Solved

Amazon Prime stopped working

Prime stopped working on my Philips Roku tv signed into app but nothing will play and displays error.

Have tried all troubleshooting with no results. 

TV Model- G604x

Serial-"x012000un4ge(souh739un4ge)

Track id- ge-020-138

app playback
  • RokuJharra-Q's avatar
    RokuJharra-Q
    6 months ago
    Welcome to the Roku Community, ArgleBargle!
     
    Thank you for contacting us about the Amazon playback issue. We’re excited to help you resolve it! Let’s kick things off with some simple troubleshooting steps below.
     
    1. Remove the channel: Highlight the channel tile on your home screen and press Star  
    2. to open the Options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    3. Restart your Roku device: Go to Settings > System > Power/System restart. 
    4. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
      • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.
    For further troubleshooting, please visit our support page here on how to resolve a channel playback issue.

    If you are still experiencing issues with the channel while content from other channels works perfectly, please contact the channel provider's customer support team for further assistance.

    You can contact them here at Hulu Support.
     
    Thanks,
    Roku Community Team

8 Replies

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    6 months ago
    Welcome to the Roku Community, ArgleBargle!
     
    Thank you for contacting us about the Amazon playback issue. We’re excited to help you resolve it! Let’s kick things off with some simple troubleshooting steps below.
     
    1. Remove the channel: Highlight the channel tile on your home screen and press Star  
    2. to open the Options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    3. Restart your Roku device: Go to Settings > System > Power/System restart. 
    4. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
      • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.
    For further troubleshooting, please visit our support page here on how to resolve a channel playback issue.

    If you are still experiencing issues with the channel while content from other channels works perfectly, please contact the channel provider's customer support team for further assistance.

    You can contact them here at Hulu Support.
     
    Thanks,
    Roku Community Team
      • RokuJharra-Q's avatar
        RokuJharra-Q
        Retired Moderator
        4 months ago

        brianksimon Thanks for the post! 

        If you encounter this issue, it would be great if you could try the steps provided on the thread, as they will help you resolve this kind of issue. 

        Let us know if you need further assistance.

        Thanks,
        Roku Community Team

    • VtR701's avatar
      VtR701
      Newbie
      2 months ago

      I'm experiencing the same problem.   Prime won't load and keeps returning to the home page.  I have removed,  restarted and reloaded.  I have also factory reset the roku device, the reopened subscriptions.  Netflix works,  Prime goes home.  Any other suggestions?   Is it time for a new device? 

      • upset1235's avatar
        upset1235
        Roku Guru
        2 months ago

        I have the same issue. started today. Prime app opens but then doesn't fully load and goes back to the home screen. I have restarted multiple times and removed/reinstalled the app. still doesn't work

         

        Roku Express+ model 3910RW, Software 12.5.5 build 4174-51

        Device ID C5379C483072

        Prime app Version 15.4, build 2025032617

    • upset1235's avatar
      upset1235
      Roku Guru
      2 months ago

      I have this issue. started today. Prime app opens but then doesn't fully load and goes back to the home screen. I have tried the steps you listed. restarted multiple times and removed/reinstalled the app. still doesn't work. Please advise.

      Thank you

       

      Roku Express+ model 3910RW, Software 12.5.5 build 4174-51

      Device ID C5379C483072

      Prime app Version 15.4, build 2025032617