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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Zhoucky
Level 7

Prime Video is not available for my new Express 4k

Hi, can anyone tell me why I cannot install the Amazon Prime channel on my new device Express 4k? It is not listed in the channel list and when I found it through google, the button for adding is inactive. Thanks!

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Strega
Level 16

Re: Prime Video is not available for my new Express 4k

This sounds like a location issue.  ie, you are (or Rolu thinks you are) in a location where the prime video app is not active.  Does that sound possible?

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RokuKariza-D
Roku Employee
Roku Employee

Re: Prime Video is not available for my new Express 4k

Hey @Zhoucky

Thanks for the post.

Please be advised that any Roku Player or TV can be activated to any Roku account, however, channel availability/access will vary from region to region. Channels that are currently available in any given region are certified for the Roku devices sold in that region. 

Could you tell us where are you located at the moment? 

With more information, we can assist you further.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Zhoucky
Level 7

Re: Prime Video is not available for my new Express 4k

Thanks for the reply! Yes, this should be the case, I thought Prime is available everywhere, just there are limitations in the content. For example, my firestick is working outside UK too, just not everything is available for watching.

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Zhoucky
Level 7

Re: Prime Video is not available for my new Express 4k

Hi, thanks! The player was bought in UK, but I am currently not there. So probably the channel availability is not linked with where the purchase was made, but with the current location at the moment of adding a channel. This is why I was confused.

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Panos
Level 9

Prime Video is not available for my new Express 4k

Hi Prime Video is not available in my Roku express 4k. 
Location is Nicosia Cyprus. Two of my smart TVs have prime video installed and working. 


model 3940eu

Can you please guide??

Thanks.

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renojim
Community Streaming Expert

Re: Prime Video is not available for my new Express 4k

@Panos, I'm guessing your smart TVs aren't Roku TVs.  Roku devices aren't supported in Cyprus and channel availability will be limited.

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Panos
Level 9

Re: Prime Video is not available for my new Express 4k

Roku is a nice device. No hassle. I can airplay primevideo if no other solution exists but prefer the direct channel support. Sort of hoping that Roku support will add this channel soon.

guessing that roku device can rock if channels were not locked to regions.

I am testing few devices including Roku express Google TV, and soon Fire TV stick 4k +.

Roku support feedback

roku express 4k has following disadvantages for me and my region

1. prime video channel disabled

2. Google play movies channel disabled 

3. Channel search is disabled

4. no internet browser

Advantages

1. airplay (can project iphone missing apps with roku)

2 netflix works

3. Numerous other apps work well

4. price

Is this the final answer or is there a possibility that channel Support for prime video will he provided soon??

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Panos
Level 9

Re: Prime Video is not available for my new Express 4k

Will add an additional disadvantage:

ROKU  remote control app for iPhones is disabled

Still main disadvantage for me is primevideo support.

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Panos
Level 9

Re: Prime Video is not available for my new Express 4k

Read feedback from amazon Germany, where my device comes from. Seems that many people have sane issue. Amazon blames Roku. Roku blames amazon. We hope Roku sorts out this issue and adds prime video soon.

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