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!
