Discussions

[b1azza]

This seems to be a problem that has plagued users for years on end across multiple devices and versions of the Amazon Prime app. I have a Roku Ultra and cannot watch shows on Amazon Prime because every 10 seconds or so the sound squeaks and cuts out for 1 second before proceeding. This happens persistently on all Amazon Prime content.

When I look up fixes all I find are years worth of people describing this exact problem and Amazon customer service telling people to reinstall the app, which does not work.

Has anyone found a solution to this issue?

[RokuBernie-D · Accepted solution]

Hi @b1azza,

Welcome to the Roku Community!

Thanks for letting us know all that you've done! We appreciate the troubleshooting steps you've taken so far to try to fix the issue with the Amazon Prime app. No worries! We are here to help. 

There are a few possible reasons why your Amazon Prime app has audio issues on your Roku TVs. Here are some troubleshooting steps you can try before resorting to reinstalling app or factory resetting:
 

• Check for software updates: Make sure your Roku TV runs on the latest software update. You can check for updates by going to Settings > System > System update > Check now. If there are updates available, follow the instructions to install them.
• Check your internet connection: Make sure that your Roku TV is connected to a stable and robust internet connection. You can check your internet connection speed by going to Settings > Network > Check connection. If your connection is weak or unstable, try resetting your router or contacting your internet service provider.
• Clear app cache: Go to Settings > System > Advanced system settings > App > Prime Video > Clear cache. This will clear any temporary files and data the app stores, which may help resolve the issue.
• Uninstall and reinstall the app: If clearing the cache doesn't work, try uninstalling, restarting the system, and reinstalling the Prime Video app.

1. Remove channel: remove the Prime channel from the Roku home screen by navigating to the channel tile, pressing the * key, and choosing 'Remove channel.'
2. System Restart: go to Settings> System > System restart.
3. Reinstalling channel: search the channel on the streaming store to add the channel and sign in.

In addition, since this is an isolated case involving the Amazon Prime apps exclusively, we strongly advise that you contact their customer Support team for further assistance and clarification. Please be advised that the majority of content on the Roku platform comes from streaming channels maintained and updated independently by the channel's provider. You can contact them here: Help & Contact Us - Amazon Customer Service. 

We hope that's helpful. Happy Streaming!

Best regards,
Bernie

[capebob]

I just started having this problem with Prime. Have tried all these "Fixes " with no luck. Using Roku 2 that is fully updated.  No problem with other channels. Others? Ideas?