Channels & viewing

[EmmyS1972]

I have a TCL Roku TV that I've been using the Prime TV app on for 5 years with no problems. All of a sudden, yesterday the app started kicking me out back to the Roku home screen every time I start a show or movie - no warning.

I've tried removing the channel from the home screen and re-adding in case there was an update, but that didn't fix it. All of my other channels (Hulu, Disney+, HBOMax, etc.) work fine. 

Any ideas? Who is supposed to provide support for the app, Roku or Amazon?

[RokuKarla · Accepted solution]

Hello @EmmyS1972

We appreciate your contact!

In some cases, removing the channel and then re-installing it may help. To ensure the process is successful, follow the steps below making sure you restart your Roku device before adding the channel again.

-Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
-Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
-Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

Let us know if this works for you!

Regards,
Karla

[makaiguy]

@EmmyS1972-

After removing a channel, best practice is to restart** your Roku to clear its memory cache before reinstalling the channel. Without the restart you may not get a clean reinstall.

Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System > Power or under Settings > System. If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

[EmmyS1972]

Thank you! I hadn't tried restarting the TV between removing the app and adding again. That appears to have worked.

[SCFowler]

Having the same issue. Also just started in the last day or 2. This occasionally happens but after the one time it would work fine and won’t do it again for maybe months. Recently however, I’ll start a show and a minute or 2 in and it crashes to the home screen. Tried again tonight, got a few minutes in with no crash, had to pause, resume and BAM! crash. Again and again, over and over, every time after maybe 30 seconds. 

[WesNeuetc]

Thanks!

Similar issue - TCL Roku TV, a few years old.  Amazon Prime suddenly broken - reverts to home screen after a short period of viewing. 

Followed the 'uninstall Prime; restart TV; reinstall Prime' and everything seems to be working fine again.

-Wes