After my ROKU express updated Amazon Prime will not play video but audio plays. I tried unplugging device for five minutes plug ed back in. Tried reinstalling the app. Internet connection is good. I'ts a software issue because Amazon prime plays just fine on my old ROKU 2. Tried updating software and the device was already up to date. Any suggestions?
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.
Same problem with me. My old roku 2 works fine. new roku express gets no video. Only fails on amazon.
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!!
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.
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.
Same issue here. I've attempted several different "fixes":
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?
I am having the same problem and I have followed the same troubleshooting steps but that did not correct the problem. I have a Roku Express + and I checked this morning (June 11, 2020) and the problem still exists. I hope Roku gets the software fixed soon or else provides an update.
I have this same problem. I tried all the "fixes" above and even did a factory reset but Prime is still audio only. I hope Roku can update this with a bug fix asap.
Replaced my current Roku with my older one. Amazon Prime works fine on that one. I connect via RCA cables. Getting an HD MI converter to RCA for my latest Roku, to see if that works.
Tried multiple last Roku player, video works fine. For my newest player, I connect via RCA cables. Am getting an HD MI converter to RCA for my latest player, see if that works.
I am also experiencing this since the June 4th update on my Express+. We have an ancient Panasonic display - wondering if this is some kind of content protection issue introduced in the latest update.
I am having the same problem! It is only playing the audio when using Prime video. Tried rebooting and re-installing the channel but it is still not fixed.