Playback Issues - Audio/Video & Power

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Maudia
Level 7

Amazon not loading on 4210X

I am unable to get anything on Prime to play.  When I try to play something I get bounced back to Home Screen.  I know this happened a while back when some Roku players were no longer supported, but I have been using the 4210X since then with no issue.  I uninstalled & reinstalled Prime. restarted the player, check for updates. Nothing works.  Amazon is unable to help ecept to say my player is still good for Prime. Any ideas/updates/suggestions?

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9 REPLIES 9\
makaiguy
Community Streaming Expert

Re: Amazon not loading on 4210X

After removing a channel, best practice is to restart your Roku to clear its memory before reinstalling the channel. Did you do this? Without the restart you may not get a clean reinstall.

Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System > Power or under Settings > System.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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Maudia
Level 7

Re: Amazon not loading on 4210X

Just tried this. Thanks, but still not working. Checked gor updates from Roku & Amazon. Everything is current. Not sure how to proceed.

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Maudia
Level 7

Re: Amazon not loading on 4210X

Still experiencing issue with Amazon app along with IMDB which is uses Amazon login info. FYI, only apps not loading are these two. Wouldn't common sense indicate the issue is on Amazon's side? This has happened 2x before and both times it was an issue with Amazon & Roku.

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Mike463
Level 8

Re: Amazon not loading on 4210X

 I am also having a similar issue; this started withing the last 3-4 days.

Prime *will* load and take me to my main screen. I can navigate to my selected program and current episode; when I hit the play button, I get the chasing snake for a few seconds and get booted back to the "Home" screen.

I have checked for updates. I have done resets. I have removed and reinstalled "Prime Video"from the device. I have even installed a micro SD card. The only thing I have not done is a "Factory Reset". So far, nothing seems to fix the problem with Prime.

Software is ver. 10.5.0 / bld. 4208-04 

We have two other Roku's; a 3700X Roku Express and a 3800X Roku Stick. Both of these devices work fine and both have the same OS version and build installed.

What is the issue with the 4120 Roku 2? Are you supporting this device anymore? If this was an Amazon issue then my other two Roku's would also be having problems.

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Maudia
Level 7

Re: Amazon not loading on 4210X

Hi Mike 463 Thank you so much for confirming there is an issue.  I have been in communication with Amazon and they have really tried to help, but to to avail. I have had this issue before, as I said, issue was resolved by Amazon after they checked with Roku. Not sure why a fix has not been forthcoming now. Have you tried using IMDB? That is hooked into Amazon and acts tres weird when you try to open it. My other Roku runs Prime & IMDB with no problems. 

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Mike463
Level 8

Re: Amazon not loading on 4210X

Hey Maudia,

My wife would call me a genius ...but it's really that I'm just a stubborn, ornery coot; but I fixed it.

Here's what I did:

You may need to do both "procedures" or just the one. It will be a bit easier if you have a cell phone or tablet/laptop having a "QR" code reader app. "QR" codes are those funny-looking squares that look like a digital ink blot. Also, easy access to your Amazon and Roku information (emails/passwords) will help as well. Make sure the Roku has the latest software; should be ver. 10.5.0.  On the Home page left hand menu, go to "System" > "Settings" > "About"; the version will be mid-list. If you need to update then find the update option on the "Settings" menu.

1. Remove Prime from the Roku lineup. You do that by navigating to the "Prime" menu tile then  push  the " * " (asterisk) key. A menu will come up, click on the "remove" option and say "yes" to the "are you sure" admonition. Give it a few seconds and Prime will be gone.

2. Now you need to clean the "cache" on the Roku; way easier than it sounds. On the Home page menu (left hand side) scroll down to and click on "Settings" > "System" > "System Reset". This will reset the Roku; it'll shut down and then come back to life. Give it a minute or so to come back. This is known as a "soft reset".

3. Now, add Prime back to your Home menu. Easiest way will be to go to the bottom of your Programs menu (the tiles you use to access the various streaming channels) and find the " + " symbol and click on it. Select the "Search" option from the menu on the left. You'll get a key board ...type in "pri" and Prime should come up on the right. Click on it and let it load. Now click on the newly reloaded "Prime" tile. Prime will load itself to a point ...it might take a bit, it should come up. You will have to sign into and re-register your device with Amazon; there will be menus that pop up as the app loads itself. You can use the "QR" (with a phone or laptop app) or you can sign into Amazon and enter the 5 letter access code.

4. If you're lucky, you'll be back in business once Amazon gives you the "OK"; cleaning the cache is a common tactic.

5. This didn't work for me. I still could not play any Prime Video programming and would be bunted back to the Home screen.

6. The last option is the "nuclear option"; this is a "Hard Reset" and this is what I ended up doing to fix the problem. You'll need a paper clip for this. On the back of the Roku, just below the power plug, is a small hole. Bend the paperclip so you can poke the end into the hole. Keep the Roku plugged in and on the Home screen and push the clip into the hole; once you trip the switch the Roku shuts down and your screen goes black. Important: keep pushing on the paperclip until you see the "Roku" logo reappear on the screen; if you push it in and release it, the Roku will simply do a soft reset. 

7. With a hard reset you will have to re-register your Roku device and re-register with Amazon. Once I got through all of this, Prime Video and IMDb both worked normally. YAY!

I would suggest you do both procedures; clean the cache by removing, rebooting and reinstalling Prime and then do the Hard Reset if cleaning the cache didn't work. That's what I did and that's what worked.

Good luck ...I hope this works for you!

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Mike463
Level 8

Re: Amazon not loading on 4210X

Just an FYI:

I did the cache cleaning procedure after removing Prime from the Roku. After reinstalling Prime, I still could not stream any Prime program content; I was booted back to the Home page whenever I tried to play any programming.

I did some research and found out about the "hard reset" option. After doing the "soft reset", as per the cache cleaning procedure, I did a hard reset. I did not remove Prime before doing the hard reset. It was; cache cleaning procedure (Prime re-installed and re-registered) followed by the hard reset (and re-registering with both Roku and Amazon). After both re-registrations, I was able to stream Prime (and IMDb) programming.

I have to wonder if there wasn't some corrupted firmware or software data and the hard reset is the only way to correct it. IDK ...not an IT guy.

Cheers! 

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Maudia
Level 7

Re: Amazon not loading on 4210X

OMG! This worked!! Many thanks. My frustration level is down significantly (as is my blood pressure).

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Mike463
Level 8

Re: Amazon not loading on 4210X

GREAT! Yes, my BP and frustration dropped a bunch last night when I finally got Prime up and running normally again. There's a website called "Tom's Guide" and he has a lot of info on the in's and out's of the Roku (along with a lot of other stuff). This is where I got the information for this solution. Good idea to bookmark it or print a copy of the "cache cleaning" procedure and resetting your Roku. That's what I did.

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