Channel Issues & Questions

[NealF]

Like others I've seen, my Amazon Prime no longer works. I've tried reinstalling the app. Now it doesn't know I've got a Prime account. I've also restarted my Roku Express.

I've looked for 20 minutes to find a human to answer my question since the other postings I've seen haven't done it. 
Does Roku not have any human answering phones?

[RokuDanny-R]

@NealF 

Thanks for the inquiry.

After you removed the Prime Video channel, did you restart your device before adding it back again? Once the channel is installed again, did you login to your Prime account?

Please keep us posted.

Thanks,
Danny

[NoUserNamePls]

Well? Is there a human to ask a support question?

[NealF]

Good question.

I haven't found any yet.

[RokuTannerD · Accepted solution]

@NealF Thanks for the note. It sounds like the channel need to be re-authorized using your current, valid Amazon Prime subscription. 

Try these steps in order: 

1. Launch the Amazon Prime Video channel, go to the channel's settings and sign out of your Amazon Prime account. 

2. Remove the Amazon Prime Video channel from the Roku home screen by navigating to the channel tile, pressing the * key and choosing 'Remove channel'.

3. Restart your device from Settings>System>System restart 

4. Once your device restarts, add the Amazon Prime Video Channel back again. Go through the process to sign in using your current. valid Amazon Prime account credentials. 

If you need more help from there, you'll want to contact Amazon Prime Video support here: https://www.amazon.com/gp/help/customer/display.html

Thanks,

Tanner

[NealF]

OK. Tried everything that was suggested.

I worked fine for about 5 minutes. Then the rebuffering started again. Then the window telling me about the buffering problem. Then out of sync.

[NealF]

Tried it. Worked for 5 minutes. Then the problem kicked in again.

[NealF]

So is this an Amazon issue or a Roku issue?

So far I can't get a solution and Roku's support has no human to contact.

[NealF]

Yes. Did all that and it worked for 5 minutes then same problem. Doesn't happen on Netflix.

[RokuTannerD]

@NealF  Thanks for following up here. If the same issue isn't occurring in any other channels on your Roku device, I would recommend following up directly with Amazon Prime support to report the issue, and request additional help. Content delivery is managed by each channel provider within their channels, including the content delivery mechanisms that are used to stream content inside the channel. The channel provider would be able to best assist with these types of issues. You can reach Amazon Prime Video support here: https://www.amazon.com/gp/help/customer/display.html

Please keep us posted from there if there any other questions we can help answer! 

Thanks,

Tanner