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, ...
  • Dw6's avatar
    Dw6
    4 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

Portalogem's avatar
Portalogem
Roku Guru
3 years ago

Frankiefigs,

I would first recommend restarting the TV (versus unplugging it) to see if that fixes the issue, but it sounds like you have already tried that.

If you have the same TV twice, is what you're saying (the same model and year), and one is glitching on just that one channel and no other channels, it sounds to me like one of the TV's had a bad Amazon Prime channel update while the other TV didn't. It's not the TV else every channel would be crashing -- not just one. 

If this just happened, then patience may be the best thing since a future update may be all that's needed to patch this problem you're having with this one TV. If you tried everything else on this thread, an immediate solution, until Amazon gets around to providing an update for their channel on that TV, is plugging a *Roku device or non-Roku device into that TV and watching Amazon Prime Video from that device until Amazon resolves this glitch that seems to be affecting many various Roku TVs. (*As far as I'm aware, since I haven't watched Amazon Prime Video in a while, I haven't yet had this issue with any of my Roku devices as it seems just to be occurring with Roku TV's, so in theory, plugging a Roku device into the TV and using that should be a temporary workaround till this issue is resolved.)

If your issue isn't resolved in a few days, I'd tell you to hard reset the TV if all the channels were crashing, but if it's just that one, I'd think that would be overkill. But if you tried everything on this thread, perhaps that may work, but then again, it might not. Personally, I would call Amazon before hard resetting the TV since you are paying for their service (and tell them that it's working fine on the other TV), but if they couldn't help you patch this and you already tried to hard reset with no results, then unfortunately, it may just be a waiting game.

I don't know if this was already mentioned on this thread, but you can try this (as well as everything else mentioned in this thread) after a few days because this might not work until an update (or potential patch) is eventually rolled out:

Scroll to the Amazon Prime Video channel on the home screen.
Click the "star" key on the remote, scroll to "Check for updates," and press "Ok."
Then hope for the best. 

This glitch has been going on for quite some time with Amazon and Roku Smart TVs. To give you an example of how long it could potentially take to resolve this Roku issue with Amazon -- it took Hulu more than 6 months to finally fix their glitch that was crashing all my Roku devices and bringing them back to the home screen. That's a long time, but the issue did finally get resolved. This issue is a little different since the crash only occurred with Hulu when pressing the back key on the remote while watching a movie or show; however, hopefully, your issue will eventually be resolved with Amazon Prime and your TV, just as it was resolved with Hulu and my Roku devices. Sorry I couldn't be any more helpful than this. 

 

And for everyone else who's reading this thread and having this problem:

By this time, Amazon is probably aware of this issue with various Roku TVs and should be working on a future update that will eventually fix this for everyone affected. Until that time happens, call Amazon and let them know that this issue is affecting your smart TV because they may be able to patch your specific TV. If I find that my Roku devices become affected by this glitch, I'll call Amazon and let them know. 

 

Frankiefigs's avatar
Frankiefigs
Reel Rookie
3 years ago

Thank you for you help.  I ended up having to call Amazon directly as I repeated all the steps above mentioned and it was still not working.  They had me uninstall and reinstall and sign out and sign back in and in the end, unplug my tv for about 15 minutes and reset my licenses.  That finally worked.  After reinstalling the last time having unplugged my tv after uninstalling the app it stopped crashing.  I don't know if the license thing or the unplugging thing did it.  But it's working.

 

thanks!

 

  • Portalogem's avatar
    Portalogem
    Roku Guru
    3 years ago

    If you still have that Amazon phone number Frankiefigs, it would probably be most helpful if you could post it in this thread, so others could skip trying to navigate Amazon's website to track this down because it may have been Amazon that provided an update to your Roku while they were helping you. There is no way to know, but in either case, it wouldn't hurt for people to have it if nothing we all posted helps someone in the future because Amazon itself needs to provide a patch.

    I also believe that if Amazon receives calls from people who are having this issue, the more likely they'll be aware of this and provide a universal update for everyone if they're not already planning to do that by this point or have already done this.

    Probably the best thing to do for people having this crashing issue is to repeat the steps posted in this thread, which you summed up in your post, and if that doesn't work, then to call Amazon as after you called them, it seemed to have finally solved this.

    By the way, I'm curious as to what you meant by resetting your licenses as I'm unfamiliar with how to do that unless that happens when following one of the above steps -- like this is no different than resetting the cache which (as far as I know) happens when restarting (or unplugging) the Roku TV/device. When I Googled this, I read that resetting licenses meant hard resetting the Roku, which for me was a major pain since I have 208 Roku channels that randomly re-arrange themselves after doing that; hard resetting the device never solved any of my issues.