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.
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.
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.
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!!
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.