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 7

Amazon prime kicks us out to ruko home

Everytime we try to use amazon prime it will play about 30 seconds of video then kick us out to ruko home. What are we doing wrong, how do we fix this??
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5 Replies
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Roku Employee
Roku Employee

Re: Amazon prime kicks us out to ruko home

[post moved to appropriate board]

Hi,

Thanks for letting us know about the issue that you are experiencing.

Try removing the Amazon Prime 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 Amazon Prime channel back once more.

Does this clear up the issue you are seeing?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Amazon prime kicks us out to ruko home

Reinstalling the device doesn't help. I have a TCL-Roku tv and a Vizio with Roku Ultra Lt. Both devices are kicked off Prime Video after a minute or so of play. I can fast-forward the video when I first select it to view, but am kicked off shortly after that.

Not a forum member, just Dave

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Roku Employee
Roku Employee

Re: Amazon prime kicks us out to ruko home

@dhcoker1 

Thanks for the update.

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
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Level 7

Re: Amazon prime kicks us out to ruko home

I have a TCL Roku 55" 4k hdr tv. I unplugged the tv, restarted and the problem was cured. No more kick backs to Roku home.

My other tv is a 55" smart Visio and I am using a Roku Ultra Lt on it. I unplugged the Ultra Lt, plugged it back in and restarted. Problem of kicking back to Roku home went away.

Seemed like too simple a solution, but it worked immediately and I still am not experiencing any kick back to Roku home from Prime video.

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Level 7

Re: Amazon prime kicks us out to ruko home

Thank you! Best suggestion I’ve been offered yet. I will try that. 

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