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Mayyaa's avatar
Mayyaa
Visitor
6 years ago
Solved

Amazon Prime Video - not showing the thumbnail pictures

I have a sharp Roku TV and for the last two weeks at least none of my thumbnail pictures are showing with the titles of my shows I've tried to reinstall the streaming channel on my TV everything that I can think of it only does this with prime video somebody can you please help fix this I went to settings and check for update there was no update available

  • RokuTannerD's avatar
    RokuTannerD
    6 years ago

    Thanks for the notes here. 

    Have you tried troubleshooting your home network by restarting your wireless router/modem, and your Roku TV to see if this helps? 

    We'd also recommend restarting your TV from Settings>System>Power>System Restart. 

    If this issue isn't occurring in any other channels, you'll need to contact Amazon support to report the issue, and request additional assistance with their channel on your device. 

    Please keep us posted if you have any other questions we can assist with! 


    Thanks,
    Tanner

  • Noach's avatar
    Noach
    5 years ago

    I Have a Sharp Roku TV model # LC-43LB371U Manufactured April, 2015. I have had the same problem with Amazon Prime video icons being blank when I open the app. This has happened several times over the past year or so. I followed the suggestion  to do a system restart on the TV and it worked. Sometimes restarting my Xfinity cable box has helped but not always. This time I went to the Home icon on my Roku remote then: SETTINGS -> SYSTEM -> POWER -> SYSTEM RESTART.  When opening the Amazon Prime App, it took a few seconds but the icons came back.      CMC, Denver CO 8/30/2020

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  • RokuTannerD's avatar
    RokuTannerD
    Retired Moderator
    6 years ago

    Thanks for the notes here. 

    Have you tried troubleshooting your home network by restarting your wireless router/modem, and your Roku TV to see if this helps? 

    We'd also recommend restarting your TV from Settings>System>Power>System Restart. 

    If this issue isn't occurring in any other channels, you'll need to contact Amazon support to report the issue, and request additional assistance with their channel on your device. 

    Please keep us posted if you have any other questions we can assist with! 


    Thanks,
    Tanner

    • Noach's avatar
      Noach
      Newbie
      5 years ago

      I Have a Sharp Roku TV model # LC-43LB371U Manufactured April, 2015. I have had the same problem with Amazon Prime video icons being blank when I open the app. This has happened several times over the past year or so. I followed the suggestion  to do a system restart on the TV and it worked. Sometimes restarting my Xfinity cable box has helped but not always. This time I went to the Home icon on my Roku remote then: SETTINGS -> SYSTEM -> POWER -> SYSTEM RESTART.  When opening the Amazon Prime App, it took a few seconds but the icons came back.      CMC, Denver CO 8/30/2020

      • AngelRaine's avatar
        AngelRaine
        Newbie
        4 years ago

        Thank you!  This is the only thing that worked for me and was really simple!

    • aboysick's avatar
      aboysick
      Streaming Star
      6 years ago

      Yes, I've rebooted the modem and still no help. If I unplug the power it works fine for a few days and then comes back. This doesn't happen on any other TV I own either. 

    • BuckGnarley's avatar
      BuckGnarley
      Reel Rookie
      6 years ago

      I am having the exact same issue.

      Amazon works fine on all other TVs.

      This issue corresponded with my replacing the Sparklight modem with my own.  The Modem/wireless router was on their approved list.  

      What would you suggest I can do to troubleshoot this?

       

      • BuckGnarley's avatar
        BuckGnarley
        Reel Rookie
        6 years ago

        I was able to fix it.

        I unplugged my TV for 5 minutes and then plugged it back in and turned it on.  Apparantly this forces the TV to update all the loaded apps.  My Amazon Prime app is working fine now.

  • aboysick's avatar
    aboysick
    Streaming Star
    6 years ago
    I have had the same problem along with other missing icons or words on the the screen. This has happened since the last update and the only way to fix it is pull the power plug. Then it works fine until it's turned off and it's does the same thing.
    • dgeldred's avatar
      dgeldred
      Newbie
      6 years ago

      I have a LG smart Roku TV, I was having the same issue, and I just unplugged the TV waited 5 minutes and the thumbnail pics came back....surprised. Thanks for the initial input,

       

      Don

      • blade_005's avatar
        blade_005
        Roku Guru
        6 years ago
        dgeldred wrote:

        I have a LG smart Roku TV, I was having the same issue, and I just unplugged the TV waited 5 minutes and the thumbnail pics came back....surprised. Thanks for the initial input,

         

        Don

         A selection of SETTINGS - SYSTEM - POWER - SYSTEM RESTART - RESTART from the Roku OS should accomplish the same thing without having to unplug TV and wait 5 minutes.

  • MatthewOBrien's avatar
    MatthewOBrien
    Reel Rookie
    6 years ago

    I had this problem with my Amazon Prime app and I fixed it.  Thankfully, another post mentioned that the older Roku devices - whether the box or the RokuTV - had limited memory for today's apps.  That got me thinking.

    I went into my main screen and counted how many apps I had installed since I'd bought the Roku TV.  There were 19.  Many of these were channels that I tried and not liked, or just quit watching.

    I then removed 11 of the 19 installed apps - each of which of course takes up memory by being on the device.  I then pulled out the power cord and allowed a bit for the electronics within to lose charge and voltage.

    When I plugged the Roku TV in everything was now fine.  Memory restored, thumbnails restored.

    While my issue was with Amazon Prime, I'm certain losing the thumbnail image could occur in any app.

    • artsmiller's avatar
      artsmiller
      Reel Rookie
      6 years ago

      I will try this.  Great answer and explanation as to why might be an issue.  I thought on my older Roku TV that it had an option to clear cache because I was thinking might be something like this.  I like your suggestion to delete some older unused tiles/channels to try and free up a little memory.  I hope it works for me.

    • velverlady's avatar
      velverlady
      Newbie
      5 years ago

      Thanks for this suggestion. I worked for me on an older RUKU TV.

    • Etaggart's avatar
      Etaggart
      Reel Rookie
      6 years ago

      I have the same issue.  It seems to happen when I exit from watching antenna.  If I launch another app and exit they come back.   Seems like a bug.  

      TCL 55P605

      Roku 7103X  v9.2.0 build 4502-30

      • MatthewOBrien's avatar
        MatthewOBrien
        Reel Rookie
        6 years ago

        I had struggled with this for quite a while until I figured out why the Roku TV was not showing the thumbnail pictures.  I had posted on this previously - somewhere around here?

        The issue is that the older Roku devices - standalone or TV - did not have enough memory within them to support the downloaded code within them getting larger.  The code getting larger comes from two sources: as suppliers update their code from time-to-time they inevitably make the size of the code grow - and - as time goes on you add more access apps to your Roku to get more channels.

        Both of these use more memory.  When memory gets insufficient, the actual operation code of the device is protected so that it at least continues to work.  Sacrificed is the nice pictures in the thumbnails.

        The Solution.  You cannot do anything about the bloat occurring in the apps, only the channel software providers can do that.  But you can delete all those loaded apps that you don't really use or want.  When I started the process, I had 23 apps loaded.  I deleted entirely 12 of those, leaving the "essential" 11.  Reset.

        The problem went away immediately and has never returned.

        Also, remember that if you change your mind and want an app back, you can re-add it at any time.

        Good luck.

  • TLM68's avatar
    TLM68
    Newbie
    4 years ago

    This has been happening to me for years sporadically so I start with uninstalling Prime and reinstalling but last night I unplugged my TV from the outlet for 30 seconds and that worked. I was on a chat with Prime at the time and the tech didn't have any new things for me to try that I haven't already done. So I hope this helps.

  • cebtoo's avatar
    cebtoo
    Newbie
    5 years ago

    I had the same problem on TCL Roku TV.  I have mine set to stay in standby when I hit power down.  I had been "on" for 35+ days, which is about how long the thumbnails have been absent.

    Do this power reset:  Unplug your set and keep it unplugged for about ten seconds or more.  Plug it back in and power it on.  Navigate to "Prime" and you should have your thumbnails back.