Solving playback issues

[Els1]

I have tried other channels, and they all work fine. The only thing that does not work is prime video on the Roku.

[Pschutti]

Had this issues 2 weeks running, and looks like it was a problem last year, too.

It seems very apparent that this is a Roku-Amazon problem. Other Amazon feeds of the game are fine and other streams on Roku at rhe same time are fine.

Is Roku silent on this?

[RokuERey]

Hi @Pschutti,

Welcome to the Roku Community!

We regret to hear about this issue when accessing Amazon Prime Video and for the inconvenience this has caused.

We'd like to learn more about this behavior, and could you tell us more about this? Are you seeing any error messages? What are the issues you're experiencing when accessing it? Is it a playback issue on the channel itself or a content issue you're having with? What troubleshooting steps have you done so far so we can suggest the appropriate next steps?

Tell us more about it so that we can further zoom in on it.

Thanks,

Rey

[Pschutti]

Thanks for contacting me.

This issue has happened the last two weeks trying to watch Thursday Night Football through Amazon prime on a TCL Roku TV (and I think last year as well)

There are no error messages, just extremely pixelated picture particularly when there's movement in the picture. When action slows down, the picture improves, suggesting it's a bandwidth issue.  However I can switch to other streams on the same TV, or watch the game via a firetv stick on another TV and don't have this problem.

Amazon Prime Video is fine other times as well.

[OwnerofDevices]

If you need to resolve the picture quality issue. You have to restart your TV from the system menu. I have had to do this action last year, but not this year yet.

[Pschutti]

Thanks for the tip.

Tried it tonight, no improvement. The game is basically unwatchable.

Still only issues with football on Amazon Prime, and still only on Roku.

[RokuJanadeeK · Accepted solution]

Thanks for keeping us in the loop, @Pschutti.

In some cases, rebooting the channel might help. Kindly do this by following the correct sequence (Remove channel > Restart device > Add channel). Also, to improve resolution, you can refer to this support article for help on how to improve picture quality. Alternatively, during playback, click on the Star button on the remote to check for more picture settings.

Let us know if this helps.

Sincerely,
Janadee

[Rds84]

I’m having the same exact issue. This is definitely a Roku Amazon prime Thursday night football issue.  Other programs seem to be fine. I tried everything from rebooting my router, the TV uninstalled the app reinstalled the app reset the cash. Nothing works

[Rds84]

This isn’t working. Nothing works.  I connected the fire stick to the TV and it works fine.  Roku TV doesn’t work but only on Thursday night football

[RokuEmmanuel-D]

Hi, @Rds84.

Thanks for posting here in the Roku Community!

We understand that you're having trouble streaming this show on Amazon Prime. Rest assured that we'll do what we can to get you back on track. 

Have you tried checking if you are also experiencing this on other shows? Also, did you receive recent updates? If so, will you please provide us with the latest software version of your Roku? 

In the meantime, we advise you to contact Amazon customer support directly for additional assistance with the content issue. Given the nature of this problem, they are in the best position to provide suggestions and workarounds to help you resolve it.

Let us know if you need more help. 

All the best,
Emman