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Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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upset1235
Level 9

[OS 10.5] Express 3910 w/ composite cables - Prime App won't play content

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Hi Danny, 

I have run into a new problem now with the Prime app. App opens fine but when I start playing any content within the app. It starts playing the show for about a second and then I get this error: "There is a problem with the connection to your tv. Try using a different HDMI cable" It's an error from the amazon app. I am not using an HDMI cable though. I am connected with composite cables to an older tv. This device was not listed as one of the ones that wouldn't be supported by the Prime app anymore. And I have had no problem playing anything up until today

Roku Express 3910RW

Serial number YG00CR483072

Software 10.5.0 build 4201-51

Device ID C5379C483072

Prime app Version 12.0 build 2021090212

Please help.

Thanks, 

Heather

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1 Solution

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RokuDanny-R
Roku Employee
Roku Employee

Re: [OS 10.5] Express 3910 w/ composite cables - Prime App won't play content

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Hi everyone,

Thanks for the posts.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

If you are still unable to resolve the issue, you'll want to contact Amazon Prime support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

Thanks,
Danny

Danny R.
Roku Forum Moderator

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36 REPLIES 36
renojim
Community Streaming Expert

Re: Prime app won't play content

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@upset1235, I'm bringing this to the attention of @RokuDanny-R .  This is at least the third report of the Amazon channel not working when not using an HDMI connection.  I suspect something's changed in 10.5.  Whether Amazon needs to fix their channel or Roku needs to fix the firmware I couldn't say.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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violet303
Level 9

Re: Prime app won't play content

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I'm also having the same problem with my Roku Express + with cables. Prime gives me the message about the cables. Netflix works fine so I think the problem is between Prime and Roku again.

Prime version 12.0 build 2021090212.

Roku version 10.5.0 build 4201.

Thank you for your help.

 

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Mglowe
Level 7

Re: After ROKU update Amazon prime will only play audio and video is frozen Roku express

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I have given up trying to get the Prime app working on my Roku.  All I get is the blame game.

 

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Suegeg3
Level 8

Re: After ROKU update Amazon prime will only play audio and video is frozen Roku express

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Prime will not work with Roku Express+ and old TV.  Keep getting HDMI cable error but NOT using HDMI connection.  All other channels work. VERY FRUSTRATING!!!!

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aromkee
Level 7

Re: After ROKU update Amazon prime will only play audio and video is frozen Roku express

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I am also having the exact same issue for the last 3 days. Same error - don't have any HDMI cables.

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aromkee
Level 7

Re: Prime app won't play content

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I am having the exact same problem. All other apps work just fine, but Amazon Prime will not play and I get the ridiculous error stating "check HDMI cord". I don't have one as I am using a Roku Express Plus on an older TV.  This has been going on for 3 days now. I've uninstalled and re - installed it with no luck.

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coppernikle
Level 9

Re: Prime app won't play content

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AmazonPrime error first told me it no longer supported the Roku model just previous to the Express+...then it wanted me to update the system, which I did.  I haven't watched Prime since early October, and now I'm just waiting for the dust to settle before I hook up the Express+ to a slightly old flatscreen...  Meanwhile, the Roku and PBSKids channels continue to work just. fine.

To Danny and all you guys who know what you're doing--THANK YOU FOR ALL YOU DO!

 

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upset1235
Level 9

Re: Prime app won't play content

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Yes thank you for all of your help! We truly appreciate it!

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OkieInCO
Level 9

Re: Prime app won't play content

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@upset1235 I see you thanked everyone for their help, but I don't see a resolution to this problem posted. Did someone DM you with a solution? If so, could you share it, please? Thanks!

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