Forum Discussion

Rubyrehead's avatar
Rubyrehead
Reel Rookie
3 years ago

Prime Video Keeps Shutting Down on Roku TV

I have read all Boards, Community posts. I've done EVERYTHING several times. WHAT IS GOING ON with Paying for Amazon Prime Video and can't watch it!  

I have a Roku Tv & Amazon prime. Anytime I’m watching anything on the prime channel the app completely shuts down and takes me back to the Home Screen. It happens at least one time per episode and multiple times per movie. I’ve restarted, reinstalled, and done everything I’ve seen in other threads regarding this problem but nothing is working. Its BEYOND obnoxious. Is there a REAL fix yet?

It shuts down for no reason. ESPECIALLY when I try to fast forward, go back a bit, adjust volume on remote.  I clicked on a comedy this morning, 38x I was kicked back to home screen.  Been going on for months. The Roku TV is only a year old. It is plugged directly into home outlet on wall. 

This does not happen on any other channel I have on the TV.  I've contacted Amazon, they are aware ROKU has the issue!  Now what ...

 

43 Replies

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  • gulfbrzer's avatar
    gulfbrzer
    Newbie
    3 years ago

    The same thing happens to me. I will be following this thread to see what suggestions are given. From my end, I am able to watch on my computer without interruptions. It just appears to be the TV that is affected. It has been happening for awhile now. I noticed it first with Prime TV, but now it seems to be Apple TV+, and Disney Plus as well. I have checked for updates. The TV states updates are all current. I have deleted and reinstalled all apps. That does not correct the issue. 

    • Rubyrehead's avatar
      Rubyrehead
      Reel Rookie
      3 years ago

      same here. NO issues on laptop, PC or android phone.

      shut down issues are only happening on ROKU TV.

    • RokuKarla's avatar
      RokuKarla
      Retired Moderator
      3 years ago

      Hello Rubyrehead gulfbrzer

      Thanks for reaching out here in the Community!

      Did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

      Please keep us posted and we'll continue assisting you from there.


      Regards,
      Karla

      • Kathee70's avatar
        Kathee70
        Channel Surfer
        3 years ago

        I've also done this several times with no help. I rented (paid for) a.movie and I ended up watching it on my tablet.... So frustrating. 

  • Debravander's avatar
    Debravander
    Newbie
    3 years ago

    We have been have the exact same problems with Prime continuously shutting down and going back to the Home Screen of our Roku TV.  We have done everything!  We’ve followed every recommendation even listed previously in this thread…all to no avail.  The only way we can watch anything from prime is to watch it from the computer or phone and “cast” it to our TV. 😭

    Has anyone else ever been able to find the best way!??  

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      3 years ago

      Hi Johnn143,

      Thanks for posting in the Roku Community!

      We appreciate you giving us information about your Roku device. It looks like your Roku TV is currently on an older OS. Did you try to manually update your Roku? If not, please follow these steps:

      1. Press Home on your Roku remote.
      2. Scroll and select Settings.
      3. Select System.
      4. Select System Update.
      5. Select Check Now to manually check for updates.

      Please let us know if you are able to update to OS 12.0.

      Best regards, 

      John

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      3 years ago

      Hi Debravander,

      Thanks for the posts regarding channel playback on the Prime Video channel on your Roku TV.

      We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
      • tracker ID when this issue occurs (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)
      • steps to reproduce the issue you are seeing

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you all.
      Thanks,
      John

  • Lisa30's avatar
    Lisa30
    Newbie
    3 years ago

    Mine keeps doing the same dang keeps crashing. I start a movie and it crashes what's going on???

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Habagail,

      Welcome, and thanks for your first post here in the Roku Community!

      Have you tried removing the affected channel and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

      1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
        • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
      2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step).
      3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
        • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

      Please let us know how it goes.

      All the best,

      Chel