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

Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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I have had a problem with a 4640x ROKU Ultra dropping Amazon Prime for a month.  I tried deleting and reloading Amazon Prime on ROKU  numerous times and it didn't help.  I have over 500mbs download modem speed and the modem is hardwired to the ROKU  Ultra with an ethernet cable.  No wifi is involved.  It drops Amazon Prime after as little as 5 minutes and continues dropping it after various periods making Amazon Prime on ROKU virtually unusable.  Last night I used the wifi on my Samsung Smart TV  to stream Amazon from the router bypassing the ROKU completely and it worked beautifully.  Gorgeous picture and no dropouts.  I have concluded from this that for some unknown reason Amazon Prime is not compatible with ROKU.  I now use ROKU for all streaming other than Amazon and while it is inconvenient it works.  I think ROKU and Amazon need to work together to sort out their interface problems as it is NOT FIXED and it isn't going away. 

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Roku Employee
Roku Employee

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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Hi,

Thanks for letting us know about the issue that you are experiencing.

After removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Please make sure you restart your device from Settings>System>System restart. Once your player starts up again, then add the channel back once more.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator

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Roku Employee
Roku Employee

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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Hi,

Thanks for letting us know about the issue that you are experiencing.

After removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Please make sure you restart your device from Settings>System>System restart. Once your player starts up again, then add the channel back once more.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 21

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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I have an Ultra 4640, and just spent two hours watching Amazon without an issue. And I also use a Premiere that works fine as well. So no, there's no problem with Amazon on a Roku device. Now is there something specific with your Ultra? Apparently. Make sure you followed the steps that @RokuDanny-R  listed, in the exact order he says. Don't forget the reboot or the uninstall doesn't actually do anything. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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I have the same issue with a recently purchased Roku Express. Removing, Re-booting and Re-Loading Prime has not cured this known problem. I have Prime Video but it only works on my PC so not much use. I always thought Roku was a name I could bank on but it appears not. This really seems to be widespread as an issue and needs a proper solution. 

 

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Level 21

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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@Dave345 wrote:

I have the same issue with a recently purchased Roku Express. Removing, Re-booting and Re-Loading Prime has not cured this known problem. I have Prime Video but it only works on my PC so not much use. I always thought Roku was a name I could bank on but it appears not. This really seems to be widespread as an issue and needs a proper solution. 

 


No, it's not widespread. However, I do know that Amazon Prime has been having issues on multiple platforms, not just Roku. But it works fine for me with my Ultra 4640. At least it did yesterday. I haven't used it today. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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None of this **bleep** works....we have all restarted and reset over and over again and it only happens with Prime. Please fix this or tell people the truth about Prime not working with Roku!

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Level 21

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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@gradefiveclass wrote:

None of this **bleep** works....we have all restarted and reset over and over again and it only happens with Prime. Please fix this or tell people the truth about Prime not working with Roku!


I just tried it on my Sharp Roku TV, and Prime loads and plays for me. About all I can offer is that Amazon has been having issues with Prime Video over the last few months on more than just Roku devices. The Nvidia Shield was also having issues. It's a possibility that the problem is at the Amazon end. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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Thank you. Like you (gdpirie) i was having problems with my Amazon Prime on Roku. Did all they suggested and the only thing that seemed to work was to my wifi on my tv and, only been watching 5 minutes, seems to work for me. Like you i’ll use my Roku for everything else but my tv for Amazin Prime. David

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Level 7

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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I'm having the same issue, the device signs out of my amazon prime account and then I had to reactivate it and guess what it's already listed as a device on amazon so it's an issue with Roku.  At first it was only happening every so often now it's every day.  It wouldn't be so bad if I didn't have to enter the dang code every freaking time.  I'm beyond annoyed and my roku has the latest update, which is why I think I am now having this issue because I never had it before the update.  Today it's done it twice.

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Level 21

Re: Roku Ultra keeps dropping Amazon Prime back to ROKU home page

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@mar119 wrote:

I'm having the same issue, the device signs out of my amazon prime account and then I had to reactivate it and guess what it's already listed as a device on amazon so it's an issue with Roku.  At first it was only happening every so often now it's every day.  It wouldn't be so bad if I didn't have to enter the dang code every freaking time.  I'm beyond annoyed and my roku has the latest update, which is why I think I am now having this issue because I never had it before the update.  Today it's done it twice.


No, it's not an issue with Roku. It's an issue with the Prime channel on Roku devices. And Amazon is responsible for the channel, not Roku. It pretty much started when Prime added profiles. I can't say what's triggering the problem. Every time I check my Roku devices Prime loads fine. 

But Prime has been having problems on multiple devices. My Shield players are getting a new Prime app about every three days, so they're having problems there as well.

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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