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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
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

 

0 Kudos
2 Replies
StreamerUser
Community Streaming Expert

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.

StreamerUser
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.
0 Kudos
makaiguy
Level 21

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 Streaming Stick +, 3810X, Ser YH0059427035, wifi - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi - JVC EM37T
  • TCL Roku TV 43S425/C107X, Ser X000001R60KV, wifi
0 Kudos