Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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RonNH
Level 7

Pause stops working with Amazon Prime

When watching Amazon Prime the pause control stops working. This is the "point anywhere" remote. The light on the Roku unit blinks, so it is receiving the signal, but the video does not pause. I can usually fix it by removing the batteries from the remote and reinserting them, but this doesn't always work. Then I have to exit Amazon Prime and re-enter to get it to work again.

This happens continually. The firmware is up to date and I have tried re-pairing the remote. Neither fixed the issue.

Any tips for fixing this? It's really annoying.

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5 Replies
DBDukes
Level 15

Re: Pause stops working with Amazon Prime

Does this happen on any other service? Or is this peculiar to Amazon Prime Video?

DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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Strega
Level 12

Re: Pause stops working with Amazon Prime

I've noticed lately in Prime, that if you play a show, then allow it to automatically start playing the next show, then the pause button will not work.  (And the replay last 10 seconds jumps back to the beginning.)

If you press the back button to go back to Prime menu, then click resume.  All functions as usual.

Seems to be an Amazon app bug to me.

(By the way, I'm using an express with a IR remote.)

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RonNH
Level 7

Re: Pause stops working with Amazon Prime

Specific to Amazon Prime Video.

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RonNH
Level 7

Re: Pause stops working with Amazon Prime

Thanks, I will try this!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Pause stops working with Amazon Prime

Hi everyone,

Thanks for the posts.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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