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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Level 8

Amazon Prime Video No Longer Works

Using Roku Express+. As of this morning, the Amazon app no longer loads video, only audio and remains on the video-selection screen while the video's audio plays. The user interface (and app) was updated this morning.

Was able to use Amazon Prime normally until this morning. Watched shows on it last night.

I've uninstalled the app, reinstalled the app. Rebooted the Roku. Checked my internet connection. Rebooted my modem and router, etc. All to no avail.

Other channels, like Netflix, continue to work normally. 

A bug seems to have been introduced into the Amazon app at this update. I've left a similar message on the Amazon message board.

Thanks in advance for any suggestions!

10 Replies
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Level 7

Re: Amazon Prime Video No Longer Works

I have the same problem. Anyone know what's going on?

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Level 8

Re: Amazon Prime Video No Longer Works

Hi,

The more people who report this issue to Amazon, the more likely the app devs will search the code for a bug and fix it. Here's where to make the post: https://www.amazonforum.com/s/topic/0TO4P000000t6lEWAQ/browser-streaming

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Level 7

Re: Amazon Prime Video No Longer Works

Same issue here and just reported to Amazon.

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Level 8

Re: Amazon Prime Video No Longer Works

That's good. I'm seeing more and more people reporting the same issue. Hoping that Amazon will get the message that it introduced a bug into its Roku app and fix it.
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Level 7

Re: Amazon Prime Video No Longer Works

I have a Roku player and the latest version of prime video is only playing audio. I uninstalled And reinstalled the app and reset Roku . Still just plays audio. Roku model 3910x. Prime video app 11.2

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Level 8

Re: Amazon Prime Video No Longer Works

After going through all the troubleshooting the Amazon rep on the Amazon message board suggested, he told me to go here: https://www.amazon.com/hz/contact-us/csp?source=contact-us (i.e. customer service) "so that they can gather additional information from you and properly document the issue. " I will be doing this soon. The more people who do the same, hopefully the faster Amazon will fix the bug introduced in the latest update to its app on Roku.
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Re: Amazon Prime Video No Longer Works

Me too!  Same exact thing, same dates as to when the issue started as well!  I have uninstalled and re-installed Prime Video about 5 times, followed all troubleshooting (turn off/on, uninstall/re-install, unplug completely, etc). WTF?! Umm, I was binge watching Big Bang Theory!!

 

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Level 7

Re: Amazon Prime Video No Longer Works

yea so it does work on 2 other rokus and apple phone and amazon fire tablet so im not sure why my roku express is the only one faulty. All the other channals work perfect.

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Roku Employee
Roku Employee

Re: Amazon Prime Video No Longer Works

Hi everyone,

Thanks for the post.

Please make sure when removing the channel, that you restart the device before adding the channel back again.

If the issue remains unresolved, I'd recommend reaching out to Amazon Prime Video 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 the Amazon Prime Video 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.  

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

Thanks,
Danny

Danny R.
Roku Forum Moderator