Channels & viewing

[RokuDanny-R · Accepted solution]

Hi everyone,

Thanks for the posts.

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. 

If you are still unable to resolve the issue, you'll want to contact Amazon Prime support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

Thanks,
Danny

[killershrew]

Thank you. I have completed the steps listed as well as making sure I had current Roku update and all is working with prime now.

: )

[VerticalFocus]

@RokuDanny-R 

Already did all of that while in chat with Amazon Prime Support, and it did not fix the issue. They said there is no issue on their end, so I needed to contact Roku Support. Can we please get an actual fix from engineering? Because Roku and Amazon playing the blame game just doesn't cut it. And because the issue started after your update, not Amazon's.

[violet303]

Prime seems to be working now. 

I just tried again and it worked. Did not remove and reinstall. Just opened the app and played my video.

So it looks like somebody fixed it, however, let's see if it continues to work.

I appreciate this forum and the fact that Danny and other listened and responded to us. I agree with the point about the blame game especially on the part of Amazon Prime. About every six months or so, there is a problem with my Roku Express + and Prime. Never happens with Netflix. And it only seems to get fixed when we contact Roku this way. If our only option was to contact Amazon Prime, it would never get fixed. 

So many thanks to Danny and the team, once again.

[upset1235]

Hi Danny,

Yes this works! Thank you so much for your help it is very much appreciated!! 

I do still have the problem of Hulu or HBO max not launching after exiting the Prime app. 

I either have to restart the device or exit in and out of the Netflix app to get them to launch.

Please see if you can get them to fix this issue too. 

But I am very glad I can at least watch Prime again!

Thank you!

Heather

[Ulthanos]

FYI My Roku must updated to 10.5 today and I am having a similar problem. All channels except Prime appear to be working. Prime just "freezes" on the opening screen. (If I remove the channel and reconnect, and then re-sync with my account, can access. But, if I leave Prime and then come back, it freezes again and won't play content.)

[Cheryl3]

Ulthanos:  Once when I was having problems with Prime Video and simply removing that one channel, doing a system restart then adding it back didn't work, I removed all channels I had on my home screen, restarted the system, then added each channel back, and yeah, it worked. So, maybe it will for you too. If not, maybe Danny can offer some advice.