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 w...
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. 

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Hi Kathee70, 

        Thanks for reaching out to the Roku Community. 

        We apologize for the inconvenience this caused. Does the issue only occur on this specific channel or all channels on your Roku device? Have you tried to remove the channel and see if it helps? If you haven't tried it yet, you can remove the affected channel and re-install it. 

        To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this 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.

        For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

        Let us know how it goes. 


        Regards, 
        Nimfa

    • Granny14's avatar
      Granny14
      Newbie
      3 years ago

      Mine also keeps shutting down and taking me back to home screen. Only happens on tv not iPad's or tablet. Almost not worth having and I pay for add one. I've done the remove restart reinstall process. Doesn't help.

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Hi Community users,

        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,
        Danny

    • Iwashighonjunk's avatar
      Iwashighonjunk
      Newbie
      3 years ago

      It’s doing it to me also I’ve tried every single option to fix it and nothing works

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        3 years ago

        Hi Iwashighonjunk,

        Thanks for the posts regarding channel playback on the Prime Video channel. We're happy to help. Please follow these steps:

        • Remove the channel. Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
        • Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
        • Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

        If the problem still persists, you can also check this link: How to resolve a channel playback issue

        All the best,

        John