Forum Discussion

T1W2's avatar
T1W2
Channel Surfer
4 years ago

Amazon Prime video returns to Roku Home page

Attempting to play any video from the Amazon Prime channel immediately returns to the Roku Home page.  All videos on other channels work fine (Netflix, PBS, Disney+).  Playing any Amazon Prime video on another device (Windows PC, iPad, or iPhone) works fine.  The problem is limited only to Roku devices (Express 4K+ and Express).  Both devices are less than six months old and were replaced due to Amazon ceasing support of my older model Roku devices (3500R and 2700R).  When the newer devices were initially deployed in October of 2021, both played Amazon Prime videos with no problems.  The issue began around the end of January 2022.  I have been in contact with Amazon tech support on multiple occasions over the last two months and they are convinced the problem is with the Roku devices.  I have factory reset and updated the software multiple times on both devices and the issue persists.  Is anyone else experiencing this problem?  Does anyone have a solution?

26 Replies

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  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    4 years ago

    T1W2-

    When problems are confined to a particular channel, it may be that the channel didn't install properly, that it didn't update correctly, or that the installation has otherwise gotten corrupted. A reinstall may fix the problem, so give it a try.

    Remove/reinstall procedure:

    1. Highlight channel on home screen.
    2. Press * key and choose Remove channel option.
      [Note: If this is a premium channel to which you subscribed through Roku, "Remove channel" will be replaced by "Manage subscriptions". Click this and follow the prompts to unsubscribe from this channel. (Don't worry. You'll still have use of it for the balance of your pre-paid subscdription period. You can resubscribe then if you like.) Now the ”Remove channel" menu item will be back and you can remove the channel. ]
    3. IMPORTANT- DON'T SKIP:
      Restart the Roku to clear its memory. Depending on your Roku model and Roku version number you'll find "System restart" under Roku menu path Settings > System > Power or under Settings > System'. Without the restart to clear the memory you may not get a clean reinstall.
    4. Reinstall the channel. Note it will be added to the END of the channel grid.
    5. If channel requires a login, you may need to log in anew.

    If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

    • T1W2's avatar
      T1W2
      Channel Surfer
      4 years ago

      Thank you for the reply but after following your suggestion the problem persists.  As I mentioned previously, I have been in contact with Amazon tech support on multiple occasions and they indicate their software is not the problem.  I had thought that perhaps my Roku device was defective, but since the problem is on two devices and limited to just the Amazon channel that seems unlikely.  Any further ideas?

      • Sroot57's avatar
        Sroot57
        Reel Rookie
        3 years ago

        We've had this problem since the fall on 2 Roku TCL TVs and 1 Roku streaming stick. I have followed instructions from this site without success. Amazon says it is a Roku problem. It is strange that we can watch Prime Video for a week with no problems, then it will play about a minute and return to Roku home page. All other apps work without a hitch.

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    4 years ago

    Hello T1W2

    Thanks for reaching out here in the Community.

    Please provide us with the following information for further investigation:

    • Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
    • Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (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)
    • Steps to reproduce the issue you are seeing

    With more information, we will be able to assist you further.


    All the best,
    Kariza

  • TiffAnn's avatar
    TiffAnn
    Newbie
    4 years ago

    I have a HiSense Roku TV. My Prime video and Netflix apps will not play anything. They give the spinning circle like they are loading but they never load. I have followed advice in this thread and they still won’t work! I can watch Hulu app just fine.

  • T1W2's avatar
    T1W2
    Channel Surfer
    4 years ago

    Amazon Prime video returns to Roku Home page - ONGOING ISSUE!

    Hi RokuKariza-D,

    I did not see that you made a response to my reply to you in the initial post last week (Amazon Prime video returns to Roku Home page) so I am posting again.  I appreciate that someone form Roku support has answered and so if you are not RokuKariza-D, please do not respond to this post.  

    Here is the information you requested.

    Device model: 3930X - Roku Express

    Serial number: X004008M3ETT

    Device ID: S008316M3ETT

    Software OS/version: 10.5.0, build 4208-AE

    The specific channel is Amazon Prime Video.

    Version 12.3, build 2021122417

    Tracker ID: TT-149-493

    Amazon Prime Video is installed on my Roku Home Screen.  When I highlight the channel and launch, the channel starts and I see all of the videos (movies and TV) available.  When I select a particular video and launch, I am immediately returned to the Roku Home Screen. This behavior happens with every video on the Amazon Prime Video channel. It began around the end of January 2022, prior to that time the channel was fine.

    This behavior only happens with the Amazon Prime Video channel, other channels (Netflix, Disney+, PBS) are fine.

    Thank you for your assistance.  Please let me know if you need any further information.

    T1W2

    • atc98092's avatar
      atc98092
      Community Streaming Expert
      4 years ago

      T1W2 I'm only responding because you didn't tag RokuKariza-D , so he might not get an alert you posted this. I added the tag.

      • T1W2's avatar
        T1W2
        Channel Surfer
        4 years ago

        Thanks Dan, I am new to blogging…

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      4 years ago

      T1W2

      Thanks for providing us with the information that we have requested.

      Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. Does this clear up the issue you are seeing?

      In addition, how are you powering the Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet?

      Please keep us posted what you find out and we will be able to assist you further.


      Thanks,
      Danny

      • T1W2's avatar
        T1W2
        Channel Surfer
        4 years ago

        @RokuDanny-R 

         I removed the channel, restarted the device, and added the channel back.  I was able to watch just one trailer.  Now when I attempt to watch a trailer or video, I am immediately returned to the screen that allows you to “go to channel, remove channel, provide a rating, or provide feedback”.  Previously when I attempted to watch a trailer or video, I was returned to the Roku Home Screen.  Something has changed, but the problem has not been solved.

        Also, I am powering the Roku device with the Roku power supply that came with the player.

         Thanks for your help with this.

        T1W2

  • sevenoften's avatar
    sevenoften
    Reel Rookie
    3 years ago

    I'm having the same issue and it doesn't seem to be present in the other streaming apps like Youtube.  Amazon Prime video crashed and returned to the home screen a dozen times while I was watching my last movie.  A few times the frame froze or went black.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi sevenoften,

      Thanks for reaching out to the Roku Community. We'd like to look closely and try to help.

      I have a few questions to better understand the behavior you are seeing:

      1. When did this issue first start occurring?
      2. What Roku model device are you using?
      3. Have you tried removing the channel, restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step), then once it loads up again, adding the channel back once more to see if that clears things up?
      4. What troubleshooting steps have you taken so far to try to resolve the issue?

      Try taking a look here for more tips about troubleshooting steps to solve any playback issue: How to resolve a channel playback issue | Official Roku Support

      Please keep us posted and we'll continue assisting you from there.


      Best regards,
      Mary

      • sevenoften's avatar
        sevenoften
        Reel Rookie
        3 years ago

        My issue started a few months ago.  And it's only with Prime, not my other apps.  I never experienced this when I had Netflix before I changed to Prime.
        I tried removing the Amazon app, restarted the System, then added the Amazon app back.  It seemed to do better for a day or two, then went right back to what it was doing before.  Sometimes it drops back to the Home Page for no reason.  Other times, it does it when you pause or rewind the video.  If I have to stop for any reason, I might as well go to the Home Page, because it will go there anyway.

        My TV is TCL-Roku, TCL 55S425 55 inch 4K Smart LED
        Serial #: 2004GTC007471A00739
        Modell #: 55S425
        Manf: April 2020

  • AtALoss's avatar
    AtALoss
    Reel Rookie
    3 years ago

    We are having the exact problem and have what you did to regarding factory reset.  

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi AtALoss,

      Thanks for your first post in the Roku Community!

      We would like to know how to identify and resolve any playback issues. We want to perform a few steps to make sure we are providing the best streaming experience. 

      We recommend starting here to troubleshoot channel issues: Follow these steps in order:

      1. Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel'.
      2. Next, restart your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step).
      3. After your Roku device restarts, visit the Roku Channel Store and add the channel again.

      If the issue persists, please refer to the support article here for additional troubleshooting steps: How to resolve a channel playback issue | Official Roku Support

      We would recommend trying to see if that resolves your issue. Please keep us posted.


      Best regards,
      Mary

      • Angel1234's avatar
        Angel1234
        Newbie
        3 years ago

        I am having the same problem. All other channels work perfectly but amazon prime just returns to home page. This started around 2 months ago. I did remove the channel and added it again but it keeps happening.

        i have a tv with roku system in it.

  • Dori1's avatar
    Dori1
    Newbie
    2 years ago

    Yes...I have been having the same problem.  Whenever I watch something on Prime, it pops right back to the home page.