Channels & viewing

[LJames444]

I have an older Roku box, Model# 3100X, (Express Model I think) that won't update the Prime Video app. The problem began when I tried to run Prime and got a message that the app was outdated/not supported. Amazon Support says it is a Roku problem. I have tried removing the channel, unplugging the box, adding the channel; didn't work. In the process I discovered a menu option for updating the app; didn't work either. The Roku box menu says it updates daily, and it is up to date. If the Roku software is up to date, why isn't there a way to update the channel software? The Prime channel worked fine until about two weeks ago. Seems like the Roku software updated and then the Prime software (Version 5.20 Build 1) was obsolete. Prime software on a newer Roku I own is Version 12.3 Build 2022.  Can anybody suggest a solution to this problem?

[Strega]

Amazon did drop support for some old Rokus.

https://community.roku.com/t5/Channel-Issues-Questions/Amazon-Prime-Video-no-longer-available-on-thi...

It's amusing that they dropped support and then told you it's a Roku problem.

[makaiguy]

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@Strega wrote:
It's amusing that they dropped support and then told you it's a Roku problem.

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This is the state of the front line support for almost everything these days.  They are poorly trained and totally unfamiliar with their own product or service.

[DBDukes]

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@LJames444 wrote:

I have an older Roku box, Model# 3100X, (Express Model I think) that won't update the Prime Video app. The problem began when I tried to run Prime and got a message that the app was outdated/not supported. Amazon Support says it is a Roku problem. I have tried removing the channel, unplugging the box, adding the channel; didn't work. In the process I discovered a menu option for updating the app; didn't work either. The Roku box menu says it updates daily, and it is up to date. If the Roku software is up to date, why isn't there a way to update the channel software? The Prime channel worked fine until about two weeks ago. Seems like the Roku software updated and then the Prime software (Version 5.20 Build 1) was obsolete. Prime software on a newer Roku I own is Version 12.3 Build 2022.  Can anybody suggest a solution to this problem?

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The solution is to get a new Roku device. 

As others said, Amazon dropped support for many old devices some time back. How old? Amazon didn't even make streaming devices when those Roku devices were built. Fire TV didn't even exist.

The model 3100 is the Roku 2 XS. It was introduced in July 2011, making the technology nearly 11 years old. A lot of streaming technology has changed in that time. Amazon and other app developers are using technology today that didn't exist then.

The Roku 2 XS was discontinued in March 2013, nearly nine years ago. The device that replaced it in the Roku lineup (model 4200 Roku 3) will run Prime Video and other modern apps today.

The change in supported devices didn't happen overnight either. More than eight years elapsed (March 2013 to November 2021) before the newer tech was required. Any Roku you buy today will be fine for a while.