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krav1212's avatar
krav1212
Reel Rookie
5 years ago
Solved

Prime Video - Connectivity Issue

My Prime Video channel will no longer load. When I try to access, it starts to load, "blinks" and then says there is an internet connectivity problem in German, Japanese and English. I have great internet service and all other channels work fine. I've removed the channel and restarted the Roku and my router. I even did a factory reset. Nothing seems to work. Amazon tech support is useless. Any assistance would be appreciated!

  • RokuDanny-R's avatar
    RokuDanny-R
    5 years ago

    krav1212 

    Thanks for the post.

    I'd recommend reaching out to Amazon Prime Video support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Amazon Prime Video channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

    You can reach them here: https://www.amazon.com/gp/help/customer/display.html?nodeId=G9SY6AQJV45JFMET

    Thanks,
    Danny

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

    krav1212 

    Thanks for the post.

    I'd recommend reaching out to Amazon Prime Video support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Amazon Prime Video channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

    You can reach them here: https://www.amazon.com/gp/help/customer/display.html?nodeId=G9SY6AQJV45JFMET

    Thanks,
    Danny

  • jonnyringo's avatar
    jonnyringo
    Reel Rookie
    5 years ago

    Am having the exact same issue with Prime on brand new units, Premiere model. 

     

    JonnyRingo

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

        Hi turn_one,

        Welcome to the Roku Community!

        I'd be happy to take a closer look to see how we can help get you up and running.
        A few questions here to better understand what you're experiencing: 
        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 troubleshooting steps have you taken so far to try to resolve the issue?

        We would recommend taking a look at our Support page for a more helpful FAQ article that walks through the most common troubleshooting steps to assist you. Get started here: Official Roku Support | Roku Device Questions & Troubleshooting
        Please keep us posted and we'll continue assisting you from there.

        Best regards,
        Mary