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

Cannot load onto the Amazon Prime Video Channel

Normally, I click on the Amazon Prime Video icon. Then the Amazon Prime logo comes up, then it takes me to the profile page. I then click on my name/profile. From there it goes to the home page so I can select what I want to watch. Now, when I click on the Amazon Prime icon the Amazon Prime logo comes up, but it then gets stuck there. It does not take me to my profile page. I cannot even exit the app. It stays stuck there.  Any help would be appreciated.  I already restarted my Roku device.  Removed and then added the Prime Video app.  Did a factory reset on my Roku.  Contacted Amazon Prime Tech support (no help).  Nothing has worked.

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4 Replies
Community Streaming Expert

Re: Cannot load onto the

Did your Roku recently update to software version 9.4?  Check at Settings->System->About.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
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Roku Employee
Roku Employee

Re: Cannot load onto the Amazon Prime Video Channel


Thanks for the post.

Can you please 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 be 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)


Danny R.
Roku Forum Moderator
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Level 7

Re: Cannot load onto the Amazon Prime Video Channel

Over 5 days now that Prime will not load.   Does Amazon only expect you to use a Firestick?

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Level 7

Re: Cannot load onto the Amazon Prime Video Channel - ISSUE ID 46-456-738

Same with me.  Reset delete app reset load app and then it's stuck at 100%.

Model 3800x - Roku Streaming Stick

Serial number YF0046461146 (CT3894461146)

Software ver 9.4.0 build 4190-55

Timestamp 2020-1113T04:18:31Z

ISSUE ID 46-456-738

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