Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Itssslauraaa
Level 8

Prime video not loading

All of my channels are working except for prime. I can log into it but when I click on any show or movie it just constantly loads. I’ve contacted Amazon and have resorted all troubleshooting methods so they told me to reach out to ROKU. Has anyone had this issue where prime won’t play videos even after uninstalling and reinstalling, resetting and updating and all that good stuff

15 REPLIES 15\
DBDukes
Community Streaming Expert

Re: Prime video not loading

The order of things is important.

Remove the app
Restart the Roku
Reinstall the app
Any other order is not correct.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Itssslauraaa
Level 8

Re: Prime video not loading

I have done it in this order per Amazon customer service and still it will not work. 

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DBDukes
Community Streaming Expert

Re: Prime video not loading

Just to confirm, you are in a Roku supported region/country?

What device are you using? The model number may be important. Settings > System > About

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Itssslauraaa
Level 8

Re: Prime video not loading

Yes I have had my roku for a while now, I can’t remember which one it is but my prime app was working just last night so I don’t understand why it quit and I have tried all trouble shooting

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DBDukes
Community Streaming Expert

Re: Prime video not loading

Again, Settings > System > About

Roku model number.

Also, I should have asked for the OS version.

And, is it's 10.0, when did the update appear? Settings > System > System update : last updated

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Itssslauraaa
Level 8

Re: Prime video not loading

Everything under about:

model number: 3810rw-ROKU streaming stick +

serial number: Yh002J778585

software version- 9.4.0 build 4210-50

device is: 2250D2778585

status: connected

connection type: wireless

signal strength:excellent 

wireless channel: 36

ip address: 10.0.0.223

internet download speed: good (42 Mbps)

last updated on April 7 last checked today 

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DBDukes
Community Streaming Expert

Re: Prime video not loading


@Itssslauraaa wrote:

model number: 3810rw-ROKU streaming stick +

software version- 9.4.0 build 4210-50

wireless channel: 36

last updated on April 7 last checked today 


That rules out OS 10.0 as being a factor. That's been rolling out recently, and any unusual issue that starts should consider whether or not the new OS would be a factor. You are running 9.4, so that rules 10.0 out.

I have that same model Roku, running the same OS, and I've had no issues with Amazon. So, whatever is going on isn't a universal issue. 

I'm kind of at a loss at the moment, but will ponder. Others may have some suggestions that might help. Thanks for providing the info; that has helped with troubleshooting.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Itssslauraaa
Level 8

Re: Prime video not loading

Well thanks for trying pal. I really don’t know what happened. It was working last night because my daughter was watching spongebob. Now this morning it won’t work at all. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Prime video not loading

@Itssslauraaa

Thanks for the post.

We would be happy to look into this issue for you. Can you please provide us with the following:

  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
  • video of the issue occurring

Once we have this information we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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