Forum Discussion

FM4's avatar
FM4
Reel Rookie
5 years ago
Solved

Prime Video won't load on TCL Roku TV

I cannot get Amazon Prime Video to load, it just bounces back to the home screen.  This is a recent issue, in the last three day. I have taken all the steps suggested, removing the app, system restar...
  • DBDukes's avatar
    DBDukes
    5 years ago

    FM4 

    That is unexpected. You've done the standard steps: 1) remove the app, restart the Roku, 3) reinstall the app.

    Since it's a Roku TV, I gotta ask, just to ensure step 2 was done correctly:
    Settings > System > Power > System Restart > Restart

    If you just turned the TV off, that's not sufficient.

    Now if you did step 2 as suggested, and the issue remains, try removing the app, then restarting the Roku TV, then instead of reinstall the app via the Roku, go to https://channelstore.roku.com/ and log in. Then find the Prime Video app there.

    Does it show up? If so, will it let you add it that way?

DBDukes's avatar
DBDukes
Community Streaming Expert
5 years ago

FM4 

That is unexpected. You've done the standard steps: 1) remove the app, restart the Roku, 3) reinstall the app.

Since it's a Roku TV, I gotta ask, just to ensure step 2 was done correctly:
Settings > System > Power > System Restart > Restart

If you just turned the TV off, that's not sufficient.

Now if you did step 2 as suggested, and the issue remains, try removing the app, then restarting the Roku TV, then instead of reinstall the app via the Roku, go to https://channelstore.roku.com/ and log in. Then find the Prime Video app there.

Does it show up? If so, will it let you add it that way?

  • FM4's avatar
    FM4
    Reel Rookie
    5 years ago

    Thank you for the response. And yes, I did do the system restart through Settings, exactly as you described. As I was typing this, I was following your second suggestion, to go through the store, and it worked!  Thank you for the help, I never would have thought of that!

    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      5 years ago
      FM4 wrote:

      As I was typing this, I was following your second suggestion, to go through the store, and it worked!  Thank you for the help, I never would have thought of that!

      Wow! Me either.  I'll have to add this to my bag of tricks.  Thanks, DBDukes !

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        5 years ago

        makaiguy  DBDukes 

        Yes, its an interesting solution - makes me wonder if not being logged into Roku.com (or with a different account) causes some app loading issues.

  • El-Roque's avatar
    El-Roque
    Newbie
    4 years ago

    Hello. I have the 65 inch TCL Roku. Amazon prime will not play movies. I have followed all the steps outlined in this thread but the app will still not play. The previews play in Prime but not the full movie. I get the error message, “something went wrong. Please try again later.” I have also tried playing Prime movies on my Ipad, which works, so my Gigabit internet connection is not the issue  Oddly, enough movies I have purchased before no longer play either. Appreciate the help. 

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      4 years ago

      Hi El-Roque,

      Thanks for your post. 

      If you are still unable to play videos from one channel after attempting the suggestions above by DBDukes (remove channel > restart properly the Roku TV > add channel back), videos from other channels play fine, contact the channel provider'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 the channel developer.

      You may contact them here: Prime Video Support


      Regards,
      Nimfa

  • TEEZAH's avatar
    TEEZAH
    Newbie
    3 years ago

    Restarting it from the menu worked..I just went through the the same issue, but it happened on ALL my movie apps..would not load properly..stopped at 59% or 99%. Spent days trying to reconfigure the internet, suspecting that was the problem source.

    Thank you for posting this fix!