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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blaughtmon
Level 7

Amazon Prime Video Won't Start

Same problem here. Just bought a Roku Ultra and I cannot get the Prime app to load ANYTHING. I've tried every "fix" under the sun (btw I work in IT so I know what I am talking about). This is the main reason I bought this streaming device after Google Chromecast failed miserably. Are there any streaming devices that actually work properly? Maybe someone that is still on this site will direct me towards a streaming device that actually works.

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11 REPLIES 11\
Krisb60
Level 8

Re: Amazon Prime Video Won't Start On Roku Player 4620X

Don’t give up. Roku very good device. Raise this with customer service as I believe the fault of last week is resolved for all/most

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blaughtmon
Level 7

Re: Amazon Prime Video Won't Start On Roku Player 4620X

Yup it is still not fixed. Tried updating the app but there are no updates available. I guess I will just have to wait longer.

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Krisb60
Level 8

Re: Amazon Prime Video Won't Start On Roku Player 4620X

I'd still raise an issue with customer services to get this sorted quickly

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TG24
Level 7

Re: Amazon will not stream.


@RokuDanny-R wrote:

Hi everyone,

Thanks for the posts.

We believe this issue has been resolved. Please try updating the channel by navigating to the channel on the Home screen and pressing the * button and selecting Check for updates, and then seeing if this resolves the issue you are experiencing.

Please keep us posted.


Thanks,
Danny



@RokuDanny-R wrote:

Hi everyone,

Thanks for the posts.

We believe this issue has been resolved. Please try updating the channel by navigating to the channel on the Home screen and pressing the * button and selecting Check for updates, and then seeing if this resolves the issue you are experiencing.

Please keep us posted.


Thanks,
Danny




It’s July and I’m experiencing the same problem on TCL Roku TV.

every channel works properly except Amazon Prime which will periodically just go black or freeze after the second swish logo appears. The roku device locks and I have to revert to home.

I can click on every other channel except for Prime.

TCL suggested I contact you.

this is what I’ve done so far:

1. Checked for update several times

2. Deleted channel and redo

3. Turned off TV, FIOS, and the whole system and powered on.

Suggestions welcome 

 

 

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renojim
Community Streaming Expert

Re: Amazon will not stream.

When you did #2, did you restart your TV from Settings->System->Power->System restart between removing it and adding it again?  If not, you didn't accomplish anything.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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TG24
Level 7

Re: Amazon will not stream.

I disconnected from power source 

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RokuMary-F
Roku Employee
Roku Employee

Re: Amazon Prime Video Won't Start On Roku Player 4620X

Hi everyone,

Thank you for reporting and update with Amazon prime playback issue to the Roku Community!

We believe that the issue is now resolved by Amazon. We recommend trying removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote, and choosing 'Remove channel'. Then restart your device from Settings > System > System restart. Once your player starts up again, add the channel back once more.

In addition, please get the latest Amazon Prime channel version by checking for a channel update using your * button on the channel tile, or going to Settings for a System Update there. Then, restart your player. 

If you are still having any issues with Amazon Prime after following these steps, kindly provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.

Regards,
Mary

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JibberJabber
Level 7

Re: Amazon Prime Video Won't Start On Roku Player 4620X

Tried the removal of the Amazon Prime App, restart from settings, reinstall Amazon App, update Amazon App ... same stuff ... Something went wrong Please try again later.  For more help, go to amazon.com/videohelp.

What I find peculiar is when the Amazon Prime App loads it starts by flashing splash in I think German or Dutch, then Chinese, and finally English (UK) that it is having connection issues.

Using Roku Ultra LT that was purchased today, two devices and same issue.

This is quite ridiculous as everything else plays flawlessly.

 

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RokuMary-F
Roku Employee
Roku Employee

Re: Amazon Prime Video Won't Start On Roku Player 4620X

Hi @JibberJabber.

We appreciate your contact in the Roku Community!

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.

You can reach Amazon Prime Video support here: Prime Video support 

You may also refer to this link for more playback troubleshooting steps: How to resolve a channel playback issue 

Please keep us posted!

Regards,
Mary

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