Forum Discussion

ACova's avatar
ACova
Channel Surfer
2 years ago
Solved

Prime Video app opens but wont play shows/movies on Roku

I can log into the Prime Video channel, but when I select a movie or TV show to play the content won't play.  The Prime Video channel gives an error of "Something went wrong.  Try again later.  For more help go to amazon.com/videohelp."  This happens on both a Roku Premiere device and a Roku Express device.

This issue does not happen when using the Prime Video app on Android or Chrome browser on a Windows device.  The shows play fine in both of these cases, but do not play on Roku.

I signed out and back into the Prime Video channel.  I removed the channel and re-added it.  I checked for updates and power cycled the Roku devices.  Nothing has worked to fix this issue.

Any ideas on how to get this fixed?

app playback
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, jennypbg

    Welcome here to the Roku Community.

    We understand that you're having an issue with the Prime Video app, and we're here to assist. With this issue at hand, kindly follow the troubleshooting steps provided below:

    1. Navigate to the channel tile on the Roku home screen, press the star (*) 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. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

    If the issue you are facing continues to persist even after performing the provided troubleshooting steps, you may want to reach out to the channel provider's support team directly. They will be able to provide you with a more specific and detailed solution to the issue you are experiencing. The reason for this is that most channels on the Roku platform are created and maintained by the channel providers themselves. Hence, if there is an issue with a particular channel, it is likely that the channel provider has more information about it and can provide a more effective solution. 

    Best wishes,
    Kash

43 Replies

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

    Hi ACova,

    Welcome to the Roku Community!

    Thanks for letting us know about the behavior you are seeing with your Roku device when playing content on the Prime Video channel and we appreciate the troubleshooting steps you've done so far. 

    Just to confirm, have you made sure to restart your Roku device after removing the channel and before adding the channel back to ensure the process is successful?

    In addition, do you observe this error message while using any other channel(s) on your device?

    See more tips and troubleshooting steps for this type of issue here: 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

    • ACova's avatar
      ACova
      Channel Surfer
      2 years ago

      I don't think I originally did it in the order you listed so I just now tried it again on both devices (Premiere and Express) in this order:

      • Verify I was still seeing the issue
      • Sign out of the Prime Video channel
      • From the Roku menu, remove the Prime Video channel
      • Power cycle the Roku device
      • From the Roku menu, re-add the Prime Video channel
      • Sign in to the Prime Video channel.  Again this was successful.  I was logged in.  I could see that my Prime Video subscription was active.  I could browse all the shows/movies.
      • But again, once I selected a show or movie and pressed play, it still didn't work and I still received the error message I previously described.
      • ACova's avatar
        ACova
        Channel Surfer
        2 years ago

        Sorry, I forgot to answer your second question.  I do not see this error on any other channels.  All of the other channels we currently have set up (Netflix, Youtube, Disney+, etc.) are working correctly.