My best suggestion is to direct message their Roku Support Twitter account (@RokuSupport). I got a canned response, but I figure the "squeaky wheel will get the oil," if everyone starts direct messaging them about this issue.
Thanks for reporting this issue. Amazon has rolled back their channel update and we believe the issue is now resolved. If you're still seeing a problem during playback, try restarting your player or checking for a system update. Please send us a PM here if you're still seeing frozen video during playback after checking for a system update and restarting your player. Thanks!
We are actively investigating and would like to gather more details from folks who may be experiencing video loss on the Prime Video channel.
Please send me a PM directly, and include:
- Your Roku device ID, software version, and build (all found under Home > Settings > System > About).
- The Prime Video channel version (highlight Prime Video from your home screen and press the * button on your Roku remote to see the channel info).
- A brief description of what you are seeing or hearing.
- If possible, please also grab a tracker ID so our engineering team can take a peek. To get a tracker ID, launch the channel and wait for the problem to present itself. Then, using the Roku remote, press Home 5x and Back (next to Home) 5x in quick succession. If you're successful, you'll see a Tracker ID displayed. Please add the Tracker ID in your PM. If you aren't able to generate a Tracker ID, no problem, please submit your feedback with as much of the other information as possible.
Thank you! We hope to get this resolved quickly.
Help others find this answer and click "Accept as Solution." If you appreciate my answer, maybe give me a Kudo.
We did it! It's fixed - or at least MINE is fixed. I assume Roku made some kind of fix. I did unplug all the Roku cords connecting to the TV. I don't think that was the fix, but in case it was... give it a try.
Thanks to everyone who helped get their attention. Glad to have Prime Video back.