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 ...
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

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

        T1W2

        Thanks for the post.

        If the issue you are experiencing is only happening on the Amazon Prime channel, this may be an issue related to the channel that the channel provide will need to look further into. Have you tried reaching out to the channel provider Support to see what insight they can provide?

        Please keep us posted what you find out.


        Thanks,
        Danny