Final Update (6.16.20)
You might have missed the updated status from @RokuAustin. They rolled back the update to version 9.3.0, build 4170 from version 9.3.0, build 4170-51. That's why we're all now able to stream Prime Videos (and not just audio). So, kudos to @RokuAustin for getting this fixed so quickly. With over 32 million active users, I'm pretty amazed they'd roll back an update, to cater to what I'm sure is a proportionately small number of users who bought the Express+ because their TVs don't have an HDMI port. Anyhoo, way to go @RokuAustin!!
Update (6.14.20)
Please follow the Community Manager's instructions, above. Your responses should help escalate this and get it resolved. Don't answer in this thread, though. Private Message him, as he requested, with the information he asked for. Hopefully, they'll be able to resolve this quickly.
Update (6.13.20)
I'd suggest everyone who joins this thread direct message Roku Support at https://twitter.com/RokuSupport. They have direct messaging turned on. But, don't tweet them. Tweeting does no good. Only direct messages work. Describe the issue to them, and tell them it's a critical issue.
Their response to my message (that included the URL for this thread) was pretty generic and disappointing ("Hi there! We suggest contacting Amazon for assistance with the channel. We'll also forward your feedback to our team."), and showed they didn't read these posts. If they had, they would have known I already contacted Amazon, and that Amazon says it's a Roku issue.
Hopefully, if enough of us report it, it'll get some attention. Make sure you include a link to this thread, so they can see others who are posting here.
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Same issue here. I've attempted several different "fixes":
- I rebooted Roku Express+ through system settings.
- I've done a hard reboot of Roku Express+, unplugging it for 30 seconds, then plugging it back in.
- I cleared the Roku cache (https://www.cactusvpn.com/tutorials/how-to-clear-cache-on-roku/)
- I deleted Prime Video channel, and added it back.
- I deleted Prime Video channel, rebooted Roku, then added channel back.
- I changed TV display settings to various screen sizes (even though I hadn't changed it, prior to having problems with Prime video streaming).
- I tried other streaming services (e.g. Roku channel, Redbox, etc.), and had no problem streaming videos on their channels.
- I contacted Amazon support through chat, and after running diagnostics, they told me the issue isn't on their side, it's on Roku's side.
After trying all the above, we're still having issues with Prime videos displaying, even though the audio plays. The first indication that there was a problem is that the buffering spinner freezes. Then, while the screen stays stuck on the video menu, the audio starts playing.
Basically, I've taken all possible means to fix this, and nothing works. So, it certainly looks like a bug with the last Roku update.
Now, how can we get their attention about this issue?
