Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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VABeachBill
Level 7

Amazon App Conflict

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I have 3 Roku 3900 devices. On one of the devices this morning the Amazon App does not open. It loads to 100% then freezes. When I hit the HOME button I can no longer open or access any other channel. I have unplugged and plugged back in the device. I have removed the App and reinstalled the App and the same problem keeps repeating. I am not having this issue on any other device. If I don't open Amazon I can open and watch every other channel that I have. If I click on Amazon, I have to unplug and plug Roku back in to get it to work.

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AJH1
Level 7

Re: Amazon App Conflict

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Just finished chat with Amazon Prime Video customer support.  I had to take my ROKU 3900X back to factory settings, re-register and reload all my channels.  The upside is that Prime Video is now operational.

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14 REPLIES 14\
makaiguy
Community Streaming Expert

Re: Amazon App Conflict

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Sounds like the Amazon app (we ARE talking about the Prime Video app right? There are several other Amazon apps.) on that one Roku got borked somehow.

I'd suggest removing the channel, then before reinstalling, restart that Roku. This will assure that there is no trace of the defective installation hanging around in memory to possibly screw up the new installation.
Roku Community Streaming Expert
I am not a Roku employee, only a user like you.
Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600

If this post solves your problem please help others find this answer by clicking "Accept as Solution."
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VABeachBill
Level 7

Re: Amazon App Conflict

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Yes, Prime Video and unfortunately, that didn't make a difference. It gets to 100% and then freezes. And then I can't open any App without unplugging Roku and plugging it back in again. My two other devices are all on the same network and they don't have problem loading Amazon Prime. Just this one device. And all other apps are running fine on that device until I click on Amazon Prime.

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makaiguy
Community Streaming Expert

Re: Amazon App Conflict

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That's pretty weird and I don't have any more suggestions.  But one thing that should at least restart the Roku easier:  you can restart without having to fiddle around with the power plug via Settings > System > System restart.

[Edit] Oops.  Guess that won't help when the unit's frozen and won't respond to commands.  Sorry.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.
Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600

If this post solves your problem please help others find this answer by clicking "Accept as Solution."
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RokuDanny-R
Roku Employee
Roku Employee

Re: Amazon App Conflict

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@VABeachBill 

Thanks for the post.

Have you tried contacting Amazon Prime Video support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

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

Please keep us posted.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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AJH1
Level 7

Re: Amazon App Conflict

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I am having the same problem with the same model.  I can't even find a number to call for Prime Video support.

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AJH1
Level 7

Re: Amazon App Conflict

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Just finished chat with Amazon Prime Video customer support.  I had to take my ROKU 3900X back to factory settings, re-register and reload all my channels.  The upside is that Prime Video is now operational.

View solution in original post

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Nick_2019
Level 7

Re: Amazon App Conflict

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Just started having issues this week on November, but reading others comments they have reported and been having it months ago ... I would assume if it was reported and it should fixed by now? But will attempt Re registering my devices ... except for buffering times it has been a satisfactory alternative to cable... but dont understand why these issues are developing. Have 3 ROKU devices and TCL ROKU TV, so invested in a good solution. 

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Captainprincess
Level 7

Re: Amazon App Conflict

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I tried doing the factory reset as advised by amazon Prime customer service, & it did not work for me. The Prime video app does not come up as an option & I am not able to manually search for the prime video app.  Is your prime video still working on your roku 3920x?  They are trying to tell me that the 3920x model is no longer compatible with Prime video app.

 

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Nick_2019
Level 7

Re: Amazon App Conflict

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My ROKU system supported Amazon Prime video until THIS WEEK . I dont know if there was a software upgrade, But now after attempting to Load, it shows 100% then never starts. 

Instead nothing responds so I unpower Roku stick and restart again. Then I can navagate ROKU apps but not Prime video. If AMAZON incompatable it started in November as it was working previously. 

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