Channels & viewing

[Progfx]

Starting tonight, when you fast-forward, rewind, or use the instant replay button, when you press play to restart the video it just pauses it instead of playing.

Not sure if this app was updated sometime since yesterday that caused this. Version 15.3.

[dcogburn]

I noticed this on Oct 31, 2024.  In my case, the 10-second playback would go back 10 seconds but pause.  I must now hit play for it to play.  Stupid. 

[andyross]

The Prime app is written by Amazon. You will need to find some contact to complain about how the play controls work.

[RokuCarly]

Hi, @Progfx @dcogburn.

Welcome to the Roku Community!

Thanks for bringing this to our attention. In addition to what our Community Guru provided in the above post, this might be a bug within the Prime Video app. It would be highly recommended to directly coordinate this with the channel provider for further assistance as they develop and maintain their app on the Roku streaming platform independently.

You may reach them here: Prime Video Support | Contact Us

We hope this will be sorted out soon.

Best regards,
Carly

[tjwaller]

Same thing with mine.

[RokuTakashi · Accepted solution]

Hi, @tjwaller 

Thanks for posting here in the Roku Community.

We understand the issue you have encountered with the Prime Video app that experiences glitches upon access. For this matter, it is advisable to contact the channel provider's support team directly for further assistance. They may offer a potential workaround or indicate whether an update to their application on the Roku platform is required. It is important to note that the majority of channels available on Roku are developed and maintained by the respective channel providers.

For more information, you can reach them at Prime Video Support | Contact Us

We hope this will be sorted out soon.

Best wishes,
Kash

[catpaws313]

This is happening to me also. If I press the instant replay button it will go back 10 seconds and then pause. It essentially freezes. It won't go back 10 more seconds if I press the button again, or start playing unless I hit the pause or play buttons.

[catpaws313]

@RokuTakashi @RokuCarly 

I have a Roku TV with the Prime Video app installed. The app was working fine until I few weeks ago. I called Amazon several times about this issue. They acted like I lost my mind. I logged out of the app, uninstalled it, reinstalled it, logged back in, rebooted my TV. Checked for updates to the app. Still the same issue.

Just today, I downloaded the app onto my Android tablet and there is no issue with instant replay there, but it's still an issue on my TV as of a minutes ago. The app says it's up to date.

The last time I spoke to someone at Amazon, they told me I needed to contact Roku so Roku could fix the issue "on the back end" and gave me what turned out to be Roku HQ's phone number. I told them it made no sense to contact Roku but I thought I would give it a try. At least now I know it's not just me having this issue.

[catpaws313]

@RokuTakashi @RokuCarly 

Update: I just got off the phone with a Prime Video support tech. They insist the issue is on Roku's side since it's not happening on TVs they have there for testing or on the Prime Video app for Android. They are escalating the issue to their developers who will more than likely contact the Roku developers to resolve the issue.

[RokuTakashi]

Hi, @catpaws313 

Thanks for posting, and welcome to the Roku Community.

We appreciate your efforts in reaching out to Prime Video regarding an issue with their app. For this matter, we'd like to request specific details that will be used for investigating this matter further. Can you please provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Once we have this information, our team will be able to move forward and investigate further.

Best wishes,
Kash