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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Lynn4
Level 7

Error: Service not reachable on Prime Video

Hello

i have a problem with not being able to install the correct prime Amazon video app. I can uninstall and install no problem but I cannot get the app that is for Canada. It keeps saying ‘service not reachable’ contact Amazon. I contacted Amazon and they said to contact Roku. My Roku model: RC50

Serial #: YG00H20029874

Prime video channel says 5.21 build 1
Lynn

 

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2 REPLIES 2\
StreamerUser
Level 20

Re: Error: Service not reachable on Prime Video

There is no "RC50" Roku model - you can check your model # and firmware version:  Settings/System/About

However, from your Prime version #, I can tell you have an older Roku model (probably 7 or more years old)

Amazon codes the prime app, and there wont be any more updates to the Prime app for your Roku model.

You'll have to contact Amazon about the Prime app.

I highly recommend you upgrade to a newer model Roku, so you can get the latest app versions/updates.

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makaiguy
Community Streaming Expert

Re: Error: Service not reachable on Prime Video


@Lynn4 wrote:

Hello

i have a problem with not being able to install the correct prime Amazon video app. I can uninstall and install no problem but I cannot get the app that is for Canada. It keeps saying ‘service not reachable’ contact Amazon. I contacted Amazon and they said to contact Roku. My Roku model: RC50

Serial #: YG00H20029874

Prime video channel says 5.21 build 1
Lynn

 


RC50 sounds like a remote control model number.  For your Roku streamer model and model number use menu path Settings-System-About.

But if you are stuck at Roku software version 9.1.1 your Roku is likely a model that is no longer being supported and can't run later versions.  "Legacy" models that cannot be upgraded beyond Roku 9.1.x are 

2400X3000X3050X3100X2450X2500X3400X, 3420X
Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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