I was trying to watch a show on prime video. Today it gave me the error msg saying that I was using a VPN. So I ended up calling amazon, telling them the problem, they have referred me to roku to resolve the issue. Said it was a setting in roku. I was told to call them to get help. No where have i found a number to call. I do use a VPN for my job because i work from home and it is needed. After that i disconnect it. My job is the only thing I use it for and it is only installed on my desktop. I dont know what to do now

On your computer/phone/tablet go to a website (such https://www.iplocation.net/) that identifies the IP (internet protocol) number your internet provider currently has assigned to your internet connection as well as the location associated with that IP and the IP's owner.If the owner of that IP is identified as your known internet provider:Make note of the IP number and owner. Contact Prime Video support tell them your IP number, your internet supplier, and that they have mis-classified your IP as a VPN.

JerBeck Means they reset it with factory or provider default settings - good it worked out, and thanks for posting back so that others may see this resolution for the same issue.

Any provider telling you that it's a "setting in the Roku" is blowing you off. There is no such setting in any Roku device, and there is no way to install a VPN client in a Roku device. Any VPN would have to be based at your network router, and it's extremely unlikely you would be unaware of it. But ISPs can and do make your Internet presence appear somewhere other than where you are actually located. When I am using my work computer, either in the office or connected to the FAA network via a private VPN, my Internet presence is Oklahoma City, regardless of where I actually am. That is where our government network actually connects to the Internet, so that's where sites believe I am located. I see lots of advertisements for OKC based businesses, solely because of the location ID.It's possible that Amazon (who knows your actual address) is seeing an ISP presence that doesn't match their expectation, and falsely throwing the VPN message. That's something that Amazon is going to have to work out.

I am having same problem. Tried to watch my show on #Prime today and it says I have a VPN. I don't. Didn't even know what that was until today! LOL. Anyway, called Amazon and they are supposed to call me back within 48 hours. I checked both of my Rokus and same error message. What is weird is that I just bought another Roku last night and logged into my Roku account last night, then this morning I am told by #Prime I have this VPN thing, when I don't. HELP. Please someone has to know what this is.

I called my internet service provider today. Went over the issue. They said, they really had no idea but would gladly default my router and push updates just to see if that would help. It took a bit, and that worked. I asked them again specifically what they did so I could relate it to anyone else having this issue. They said they defaulted my router. That was the term they used. So I have no idea, and they said the really didn't either but took a chance and it worked. yippee

prime video is giving me a vpn error msg

24 Replies

RokuDanny-R
Retired Moderator
4 years ago
alexw

Thanks for the post.

Can you please clarify the issue you are experiencing? Are you connecting your Roku device to your home wireless network without a VPN?

With more information we will be able to assist you further.

Thanks,
Danny
- JerBeck
  Channel Surfer
  4 years ago
  I am having same problem. Tried to watch my show on #Prime today and it says I have a VPN. I don't. Didn't even know what that was until today! LOL. Anyway, called Amazon and they are supposed to call me back within 48 hours. I checked both of my Rokus and same error message. What is weird is that I just bought another Roku last night and logged into my Roku account last night, then this morning I am told by #Prime I have this VPN thing, when I don't. HELP. Please someone has to know what this is.
  - StreamerUser
    Roku Guru
    4 years ago
    JerBeck
    Have you tried rebooting all your devices yet? modem/router/gateway/Rokus
CamD
Channel Surfer
2 years ago
Roku is **bleep**! No VPN allowed, no search engine. Go to an Amazon FireStick. **bleep** of a lot better. I have used both and there is no comparison. Hands down FireStick is number one device in North America.
- atc98092
  Community Streaming Expert
  2 years ago
  Since VPN use is often tied to bypassing content provider restrictions, there's no legal reason for Roku to support their use. I understand the desire of some people for privacy, but for streaming providers it's a necessity.
  - CamD
    Channel Surfer
    2 years ago
    Way to pass the buck Dan. Cut to the chase, VPNs are used for more than just by-passing Geo restricted channels and their copy righted programming, they are used for privacy. Perhaps this is why Amazon FireStick is North Americas top and best selling Streaming device. They allow for VPNs and also a search engine.
    Neither of which are available on the Roku device.

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prime video is giving me a vpn error msg

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