Solving playback issues

[upshift]

The Amazon Prime app quit working today on our TCL Roku TV.  This has been working on this device for a long time without an issue.  Amazon Prime works on other devices in the house.  Did the remove app, restart, install app sequence and it worked once then I exited the app and went back into it again and after it starts it goes blank (should show the user selection screen).

Other apps on the device work ok like Xfinity streaming.

[LyndseyKristine]

Mine isn’t working either the issue ID is

ID 93-386-123 

[LyndseyKristine]

I’ve tried every single thing suggested. Still won’t work. It’ll play for a couple seconds then the stupid hdmi message comes up. Also tried to airplay from my phone to the tv to use prime video. Won’t work. 

issue ID

ID 93-386-123

model 3930X - Roku express

[RokuTakashi]

Hi, @LyndseyKristine @upshift 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with the Prime video on your Roku device, and we also acknowledge the efforts and time you've put in to troubleshoot the issue. For this matter, we'd like to gather more information for our team to investigate. Kindly provide the details below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by 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, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have these details, our team will review this issue and investigate for a resolution.

We hope for your response in this matter.

Best wishes,
Kash

[upshift]

As of this morning it is working, Didn't do anything different since yesterday.  Fingers crossed!  🙂

[RokuTakashi]

Hi, @upshift 

Thanks for the update!

Feel free to let us know if the issue recurs or if you have any concerns. Our team would be glad to help.

Happy Streaming!

Best wishes,
Kash

[LyndseyKristine]

Issue report tracker

Model: 3930X - Roku Express

Serial number: X00400ATAK93 (S008298TAK93)

Software version: 13.1.4 • build 1510-AE

GC version: 12.2.22

Timestamp: 2024-09-28T02:12:22Z

Please use issue ID 93-390-372 to report the current issue. 

I also have a video of what happens. It plays for 10 seconds then the hdmi connection message comes up. Every other app works. 

[LyndseyKristine]

So jealous! Mine still won’t play and my show leaves prime in 3 days. I’m so upset.