Forum Discussion

EastcoastJoe's avatar
EastcoastJoe
Reel Rookie
2 years ago
Solved

Amazon Prime Video Poor Video Quality

Prime Video Channel now has really bad pixelated video quality most of the time on 2 of my Roku deives (Ultra, and Express 4k+) . All other streaming channels are fine. Video quality is good on my phone, an Android TV, and on a Roku Streaming Stick+. Tried removing channel, restarting, and re-adding channel to no avail. Connection speed on devices are good at 80Mpbs+.

app playback
  • RokuRiamie-D's avatar
    RokuRiamie-D
    5 months ago

    Hi itsizzi,

    Thank you for your response!

    We appreciate you for providing more details about your issue. In this case, the most common reason for having poor video quality on a streaming channel is the internet connection. We suggest you try the following.

    Reset the network connection

    1. Press Home 
       
      on your Roku remote
    2. Scroll and select Settings
    3. Select Advanced System settings
    4. Select Network connection reset
    5. Select Reset connection

    After the network reset is done, your Roku device will restart, and you will need to return to the Settings menu and set up your wireless network again. 

    You can also try connecting it to a mobile hotspot if the issue continues. How to connect your Roku streaming device to the internet | How to connect to a mobile hotspot

    Thank you for your cooperation. Please keep us posted.

    Cheers,
    The Roku Community Team

25 Replies

  • Qubbe's avatar
    Qubbe
    Newbie
    2 years ago

    I would agree that Amazon is deiliberatly degrading video quality on competing devices to steer consumers to their FireStick. The video quality is so blatantly bad this seems the only reason. And contacting them they would just try to sell me on their device instead.

    • Davedipster's avatar
      Davedipster
      Channel Surfer
      2 years ago

      Trying to watch fallout last night with my streaming stick 4k on prime, some really bad artifacts in the picture especially S1E05 29mins30sec see the blue shutter door. Fine on an old fire stick 4k. It's a shame.

      Definitely a prime video only issue, and I'm paying extra for ad free so I get Dolby vision and Atmos.

      Please fix this Roku 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Greetings Community users

        We understand and appreciate your input on this playback issue with the Amazon Prime channel.
        We'll also bring this up to the appropriate Roku team for additional investigation and you're help is needed. Please share with us the details below.

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • 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).
        • Steps to reproduce the issue you are seeing
        • Can you provide a video or screenshot of the issue you're experiencing?
        • Channel version

        Once we have this information, we'll be able to forward it to them.

        We'll be looking forward to hearing back from you.

        Regards,
        Rey

  • psari49's avatar
    psari49
    Channel Surfer
    2 years ago
    Agreed, we experienced something like this trying to watch some recent DC movies on the Prime app on our 3 year old Roku Ultra. Note that we use a gigabit connection via ethernet cable. The first was the new Flash via a free trial of Max through Prime. The resolution constantly went in and out (badly pixelated) and poor resolution was somewhat tied to fast action in the film. I thought at first that it might be a problem with Max. But then we watched Batman vs. Superman and just started Justice League. Not as bad, but pixelating a lot on fast action scenes. I dug out an old Fire Stick, plugged it in and Justice League on Prime displayed just fine on it. I wonder if Amazon has crippled its streaming app on Roku in order to drive customers to its own devices?
    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi EastcoastJoe psari49,

      Thank you for keeping us posted!

      We understand you're having a problem with the Amazon prime video channel. We're happy to assist you further. Please try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and selecting check for updates.

      Let us know how it works and we will continue to assist you further.

      All the best,

      John

      • psari49's avatar
        psari49
        Channel Surfer
        2 years ago

        Nice try, but it shows the Prime app is already up to date.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi EastcoastJoe,

    Thanks for posting here in the Roku Community.

    We acknowledge your concern, and we're sorry to hear about the trouble. This seems like an issue directly rooted with the channel built, that the channel provider can address. We recommend reaching out to Prime channel's support directly and inquiring further regarding this issue so a workaround can be provided on their end.

    We hope for your understanding regarding this.

    All the best,
    Kash

    • EastcoastJoe's avatar
      EastcoastJoe
      Reel Rookie
      2 years ago

      ...I'm sure they will tell me it's Roku's fault and will try and sell me a Fire TV Stick. I was hoping Roku would act on their customers behalf in order to provide a good experience for their own product.