Forum Discussion

Grege131's avatar
Grege131
Newbie
3 years ago

Prime video crashing after one or two minutes

Prime video keeps crashing after about 1 or 2 minutes on my TCL Roku Tv. I deleted the app and reinstalled and it fixed it for one show. Then I started watching another show and it started doing it again. Tried multiple show with same result. 

4 Replies

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  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    3 years ago

    Hi Grege131,

    Welcome to the Roku Community!

    We understand that you're having a problem with your apps or channels on Roku since it will crash. Help is here. Please follow the steps:

    • Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
    • Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
    • Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

    You can also look at this link: How to resolve a channel playback issue.

    If the problem still persists, please keep us posted.

    Best regards,
    John

    • TripodBob38's avatar
      TripodBob38
      Binge Watcher
      2 years ago

      RokuJohnB  I am having a very similar problem with Prime Video.  

      I have followed the steps you outlined for Grege131 which did nothing.

      I have factory reset the ROKU device, no change.

      The problem:  Over the last 2+ weeks every time the THURSDAY NIGHT FOOTBALL ad appears Prime Video App crashes.

      The ad starts then a few seconds later the 'SKIP' button is suppose to appear in the bottom left corner of the screen.  However, as soon as the button starts to appear the app crashes.  This does not occur on any other Prime Video ad, only the Thursday Night Football on Prime promo ad.

      You say contact Amazon using the amazon.com/videohelp link?  Well it seems SalesForce the administrator of AmazonForum.com has shut off all access to the help forum.  I get a "License Limit Exceeded" error. I have been receiving this error over at Amazon for a week.  I have not received any response from Amazon on any other media channels.

      Anyone else here experiencing the same issue?

      Roku Premiere+ (4630 series)  Version 12.5.0 Build 4178-29
      PrimeVideo App version 14.1 build 2023092022

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi TripodBob38,

        Greetings from the Roku Community!

        We appreciate you letting us know about your problem with the Prime Video app. Since the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, we highly suggest that you contact the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel might need to be addressed with an update from them. Kindly try to reach them with this Prime Video website and see if this works.
        Please let us know if there is anything else we can do to help you.
        All the best,
        Eunice