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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jcgc50
Level 10

Amazon Music Pausing On its Own

Haven't used the Amazon Music channel all that often but started using it more recently. It randomly stops playing songs at 19 seconds in although it's not showing paused and you can see the equalizer icon acting as though it is still playing. 

Bumping the OK button on the Roku remote to the right starts it back up where it started. Any ideas?

This doesn't happen with Pandora or Spotify apps.

7 REPLIES 7\
RokuKariza-D
Roku Employee
Roku Employee

Re: Amazon Music Pausing On its Own

Hi @jcgc50

Thanks for the post.

In some cases, removing the channel and then re-installing it may help. To ensure the process is successful, follow the steps below making sure you restart your Roku device before adding the channel again.

  1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
  2. Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
  3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again

If the issue persists from one channel after attempting the suggestions above, 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 them.

You can reach out to them here: Amazon Prime Video Support

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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jcgc50
Level 10

Re: Amazon Music Pausing On its Own

Thanks for the suggestion.

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OkieInCO
Level 9

Re: Amazon Music Pausing On its Own

I'm having similar problems, but Amazon Music on Roku Express simply stops playing after a while, even though we have it set to replay all songs. I removed the channel, rebooted Roku Express, then added the channel back, but that didn't work. Any other suggestions?

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RokuMary-F
Roku Employee
Roku Employee

Re: Amazon Music Pausing On its Own

Hi @OkieInCO,

Thanks for letting us know all that you've done.

If removing the channel and adding it back after you've restarted the device does not resolve the channel issue, I'd recommend reaching out to the channel support directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on that channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.

Please keep us posted on what you find out.

Regards,
Mary

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OkieInCO
Level 9

Re: Amazon Music Pausing On its Own

I tried to use the channel today, and now it doesn't work at all.

When I've had issues with Amazon Prime not working in the past, Contacting them didn't help, and they had me contact you all, again. After doing so, you all were able to solve the issue. So, I'm not sure contacting them will do much good this time, either.

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Tanny
Level 7

Re: Amazon Music Pausing On its Own

 

Our Amazon Music (paid version) dies all the time too.  Typically at a time ending in 9, such a 9 seconds, or 19 seconds.   Someone else reported 29 seconds as the die time.

In our experience, and everything I've read, there's not much point in contacting Amazon support.  

The suggestions you've offered seem promising so we'll try that. 

In case it helps someone, we've been trying the free AccuRadio channel.  It's not as full featured as Amazon, but it's free, and never died once.   

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Tanny
Level 7

Re: Amazon Music Pausing On its Own

I'm sorry to report the solution offered by the Roku employee above does not work in fixing this bug in Amazon Music.   Worth a try, but not the solution.   

However, here is how Roku can fix this problem.   Contact Amazon and say, "We're sorry, but your app does not work on our platform so we're removing it until you make it function properly."

But this is not going to happen.  So long as Roku, Amazon and our ISPs can all blame shift by pointing the finger at each other, that's what they'll stick with, and paying customers will be left holding the bag as usual. 

If a Roku employee replies to this message they'll say something like "oh dear, there's nothing we can do" but of course there is something Roku management can do.  They can kick Amazon out of Roku until such issues are fixed.   That would work, but it won't happen.  

And...

This site is broken too.  Who shall we blame shift that on to?

 

 

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