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 channel does not load, locks up player.

Mine is working as of this evening.  I started the app and it paused at 100% for 10 or 15 seconds then it loaded.  I had to sign in again but that was no big deal.  Thank you

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Level 7

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

When I try to load Prime video it stops at 100%. Then if I try to load Prime video again it will lock up my Roku. I have to unplug and plug it back in to start it. I cannot get Prime video to load at all. For the last few weeks Prime video was acting up. The video and audio would get out of sync. Now it just won't load at all. I have tried to uninstall and reinstall Prime Video but that did not work.

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Roku Employee
Roku Employee

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

@Tpritoni 

Thanks for the post.

What Roku model device are you using?

Try removing the 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 channel back once more.

Does this clear up the issue you are seeing? Please keep us posted.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

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

Nothing works.

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Level 8

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

No

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Level 8

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

Did you get any help after giving out this information?

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Level 7

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

Is there a solution for this issue? I am still not able to load Prime Video after completing all the recommended steps. 

 

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Level 7

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

Finally my Prime video channel is running again. 

After 3 weeks of just checking over and over...It would have been nice if:

- I had received a response from the DM's I sent with version/build information

-there was a message sent out/or repository for known issues and fixes

I still do not know what the issue was. The only thing I noticed is that the version/build info on my Prime video app changed. Before it was:

  • Prime Video channel version: 11.4  build 2020072310 

Now its: 

  • Prime Video channel version: 11.4  build 2020082816

 

I hope that help! 

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Roku Employee
Roku Employee

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

@GoCubsGo @giana123 

Thanks for the post.

Can you provide us with more information? What Roku model device are you using? Are your other channels working? Can you please provide us with the channel version of the Amazon Prime Video channel (this can be found by selecting the channel on the Home screen and pressing the * button)?

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

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

Prime version is 11.4 build 202002816
Roku model 3800RW Streaming Stick
Yes, everything else is working.

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