Forum Discussion

CSB2's avatar
CSB2
Reel Rookie
4 years ago
Solved

Amazon video keeps crashing

Hi all, 

I have tried EVERY fix I can find and still can’t watch any content on prime. The issue occurs after going into the app, clicking on a title and pressing play, at this point, without fail, I am redirected back to the home page. 

Things tried include:

1. logging out of the app

2. deleting and reinstalling app

3. checking for app updates

4. checking for device updates

5. turning the device off and on

6. System restart


I’d be so grateful for any advice as feel like we’re wasting our subscription at the moment.

thanks  

  • Dw6's avatar
    Dw6
    3 years ago

    I have a RCA Roku tv and the Amazon prime app kept crashing just after 5 or 10 seconds of starting a movie. So I unplugged the tv and waited about 15 seconds and plugged back in. So far so good. Had not crashed yet. 

  • RokuKariza-D's avatar
    RokuKariza-D
    3 years ago

    Hi everyone, 

    We're sorry to hear about the issue you're experiencing.

    If the issue persists after removing then reinstalling Prime Video and after trying the workaround solution in this thread, we recommend contacting the channel's customer support team to report the issue and get help. 

    Channels on Roku are maintained by the channel developer themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

    You can reach Amazon Support here: Amazon Customer Service Support

    Thank you for your understanding.


    All the best,
    Kariza

  • mrich17's avatar
    mrich17
    Newbie
    3 years ago

    I have the same issue. I removed the app, restarted the roku and installed the app again. So far so good. 

  • WilliamZ's avatar
    WilliamZ
    Newbie
    3 years ago

    Same is happening to me. I deleted the app and reinstalled it, and it did not fix the issue. 

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

      Hi WilliamZ,

      Thanks for posting in the Roku Community!

      Note: When removing a channel, please make sure to restart your Roku device before adding the channel back again, specifically in that order to ensure the process is successful.

      If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team in further investigating this problem. Kindly include the following information:

      1. Are you using a Roku TV or a Roku device?
      2. Does the issue only occur on a specific channel or all channels on your Roku device?
      3. Are you receiving error messages or codes when accessing the channel?
      4. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
      5. How long has the issue been occurring?

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


      Best regards,
      Mary

      • PKinVA's avatar
        PKinVA
        Reel Rookie
        3 years ago

        It started happening to me recently.  Sometimes if I open the app multiple times, it will finally work.  I have a TCL Roku TV 7133X, model 65S423.  Only happening with Prime Video.  Everything else working well.

  • Prgrmerq's avatar
    Prgrmerq
    Newbie
    3 years ago

    I had the same issues and did the same things to try to resolved it but didn't work on my roku TV. Then I Uninstalled the prime app, unplugged my TV for 5 minutes. Plug TV back on, download the prime app, then the prime app worked fine. Hope this helps! 

    • Dw6's avatar
      Dw6
      Channel Surfer
      3 years ago

      You probably could have just unplugged tv which is what I do when prime crashes. I don’t download a new prime and it works ok after unplugging tv.

  • JojoTerri's avatar
    JojoTerri
    Reel Rookie
    3 years ago

    My wife and I have been struggling with this for about a year..  We don't know how to fix it and we don't know who to call at Amazon..   It is terrible..  we have been prime members for a few years now, and we do not get what we pay for..  Jojo and Terri

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

      Hi JojoTerri

      We sincerely apologize for the inconvenience this issue has caused you.

      Could you tell us more about your concern? Does the issue only occur on Amazon Prime Video or across other channels installed on your Roku device? Please provide us as well the troubleshooting you've tried so we know what steps we should take next. 

      We'll keep an eye out for your reply.


      All the best,
      Kariza

      • JojoTerri's avatar
        JojoTerri
        Reel Rookie
        3 years ago

        Hello again..   I know a few weeks have gone by.  We were able to watch one Thursday night football game to the end, so we assumed the issue was fixed....  Well, we were wrong...  We can't even get through the introductions and advertising before the movie or Football game..  As far as troubleshooting, I have reset my T.V. several times,  and reset my router, and the connection on the T.V. as well..  We are not happy with Amazon Prime's T.V./Movies service...  If it wasn't for our frequent orders for household item's, we would probably end our membership..  Too Bad....    JojoTerri..

  • Justy74's avatar
    Justy74
    Channel Surfer
    3 years ago

    Tried all those.. I have 2 roku tvs. Roku express 4. And a roku ultra.. All have the same issue.. But notice it crashes more often if you watch for free with ads.. When ad wants to come on its sometimes an instant crash. Never was like that before with the older verisons of prime app.

    • Msw93060's avatar
      Msw93060
      Reel Rookie
      3 years ago

      My prime keeps stopping and going back to home screen when I watch content on freevee each time it goes to a commercial. 

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

        Hello Msw93060 

        Thanks for the post.

        Does the issue only occur on Amazon Prime Video or across other channels installed on your Roku device?

        If you haven't tried yet, you can remove the affected channel and then re-install it. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

        For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

        Let us know how it goes!


        All the best,
        Kariza

  • Z06's avatar
    Z06
    Roku Guru
    4 years ago

    Which Roku model do you own? What’s the model number? You aren’t paying for a Prime Video subscription. Prime video, music, 2 days shipping and more is included with your Amazon Prime membership. Also you need to remove the app in steps. Remove, restart, reinstall. In that specific order. But Prime is working on all of my Roku Sticks, Ultra and TVs

    • CSB2's avatar
      CSB2
      Reel Rookie
      4 years ago

      Hi Z06 @thanks for the response. It’s a Roku express 3930X if that helps? I feel like I’ve tried a number of combinations from various forums on removing and reinstalling the app but it still crashes. Any other model-specific tips much appreciated. Thanks

      • Z06's avatar
        Z06
        Roku Guru
        4 years ago

        CSB2  You keep on saying that you’re removed and reinstalled the Prime channel. But the proper steps are remove, restart, reinstall. It has to be in that specific order. And by restart I don’t mean turn your TV off. You actually have to restart your Roku device. Is this happening on any other channel? Netflix? Hulu? Please keep in mind that Roku does not develop the Amazon Prime video channel. Amazon is the developer of the channel. I use Prime Video all the time and it never crashes on any of my Roku devices. Prime is the only channel that crashes?

  • TheHLT's avatar
    TheHLT
    Streaming Star
    3 years ago

    Yeah, me too. Seems to have started when Amazon “updated” the interface.

    Gonna try the plug/unplug method & see if it works & will come back to update.

    if it persists, I’ll call Amazon Customer Service.

    • TheHLT's avatar
      TheHLT
      Streaming Star
      3 years ago

      Update:  unplugging the Roku device, waiting about 15-30 seconds and replugging into power source does fix the crashing issue. So think hard reset.

      However, I find it strange that this behavior only happens when using the Prime Video app.

      It did not/has not happened with any of the other various apps I have in my menu.

  • HAM55's avatar
    HAM55
    Reel Rookie
    3 years ago

    I am having the same problem. Has there been a fix? I have a TCL Roku TV, my granddaughter has a ONN Roku in her room , mine is crashing, hers isn't. I have tried everything, re-installing the app etc. Nothing has worked.