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

Re: Prime Video Issues

Did you have to do a Factory Reset? That's what the Amazon Chat personnel is telling me.

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Level 7

Re: Prime Video Issues

GoCubsGo

 

Did you have to do a Factory Reset? That's what the Amazon Chat personnel is telling me.

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Level 7

Re: Prime Video Issues

Basically that’s what I did.  I deleted the app and then did a factory reset from settings and re installed the app

 

it works for me now. 

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Level 7

Re: Prime Video channel does not load, locks up player.


@RokuAustin wrote:

Thanks for reporting this issue. We are actively investigating and would like to gather more details from folks who may be experiencing an audio loss on the Prime Video channel.

Please send me a PM directly, and include:

- Your Roku device ID, software version, and build (all found under Home > Settings > System > About).

- The Prime Video channel version (highlight Prime Video from your home screen and press the * button on your Roku remote to see the channel info).

- A brief description of what you are seeing or hearing.

- If possible, please also grab a tracker ID so our engineering team can take a peek. To get a tracker ID, launch the channel and wait for the problem to present itself. Then, using the Roku remote, press Home 5x and Back (next to Home) 5x in quick succession. If you're successful, you'll see a Tracker ID displayed. Please add the Tracker ID in your PM. If you aren't able to generate a Tracker ID, no problem, please submit your feedback with as much of the other information as possible.

Thank you! 


Roku ID CU3935192326

version 9.3.0 • build 4194-55

prime video version

11.4•build 2020090921

would not let me obtain a tracking #

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Roku Employee
Roku Employee

Re: Prime Video channel does not load, locks up player.

@Tammy73 

Thanks for the post.

I have passed along your information to the appropriate team.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Channels/Device Freezing

In the last couple days on our Roku Express Amazon Prime Video channels and even HULU have been freezing/locking. Prime channel status spins then stops and stays spinning at 100%, then all of Roku Express is frozen and unable to get out of channel or switch to another channel. Only thing that will take Roku back to Home screen is unplugging and replugging but issue persists. 

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Level 7

Re: Prime Video channel does not load, locks up player.

Mine does the same. You have this problem since June. Why has there been no solution? Can we roll back to the prior version of your software?

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Level 7

Re: Prime Video channel does not load, locks up player.

After trying everything recommended in previous comments the only thing that worked for me was a factory reset. It was pretty easy and the system auto loaded all my channels for me after the reset. I just had to enter my password the first time I accessed channels like Prime Video that require passwords. The good news is that the factory reset fixed the problem and I can watch Prime Video again.

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Level 7

Re: 6Re: Prime Video channel does not load, locks up player.

issue report tracker ID 20-397-206

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Level 7

Re: Prime Video channel does not load, locks up player.

I wonder if it’s something on Amazon’s end so people buy fire sticks?? I have same problem and only with prime video on my Roku! Read something about amazon purposely doing something when streaming prime from a Roku 🤷🏼‍♀️

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