Solving playback issues

[Infamos]

Amazon prime no longer works on roku tv. Started a week ago. I seen similar tickets but it's not the same or the recommendations don't work. All streaming works but amazon prime. I can get in and browse but when I try to watch a movie, I get an hour glass then "something went wrong" . Any suggestions? Thx

[RokuJohnB]

Hi @Infamos,

Thanks for reaching out to the Roku Community! I understand you're having some trouble with the Amazon Prime Video app on your Roku TV.

Let's work together to get this sorted out. Here are a few troubleshooting steps that often resolve issues with streaming channels:

1. Remove the Channel:

   • Highlight the Amazon Prime Video channel tile on your Roku home screen.
   • Press the (*) button to open the Options menu.
   • Select "Remove channel" and confirm.

2. Restart Your Roku:

   • Go to Settings > System > Power (if you don't see a Power submenu, skip this step).
   • Select System restart.

3. Reinstall the Channel:

   • Once your Roku restarts, visit the Roku Channel Store.
   • Search for "Amazon Prime Video" and add the channel again.

Need More Help?

• Check out our helpful guide: How to resolve a channel playback issue
• If you're still experiencing issues specifically with the Amazon Prime Video channel, please contact their customer support directly.

We hope these steps help! If you have any other questions, please don't hesitate to ask.

Best regards,
The Roku Community Team