Amazon Prime App Issues?

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I Plan to Stick Around
Posts: 97

Amazon Prime App Issues?

Anyone else have issues using the Prime video app?I find at least 50-75% of the time when I choose a show  and select it when a preview comes on and I select skip I quite often  Iose video to a black or frozen screen . Or I get a sound but no video andt then it just stops with a black screen.Never seen this using my firesticks.

I have even been "kicked" back to Ignite tv  live tv once or twice.

 

 

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Moderator
Moderator
Posts: 1,831

Re: Amazon Prime App Issues?

Hello, @yyz64

 

Thank you for posting your concern in the Community. We couldn't replicate the issue on our end, the video streams smoothly. We randomly tried different shows, and we didn't notice the same problem as you mentioned. What are the shows that are not working for you?

 

Is it happening only with the Amazon Prime app? And is it happening with more than one box? 

 

Community - anyone else noticed the same behaviour?

 

Cheers,
RogersMoin

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I Plan to Stick Around
Posts: 97

Re: Amazon Prime App Issues?

We usually use 1 main box for it but have noticed it on different shows like Jack Ryan and now Homecoming.I'll try it on a different box and see if the same happens.

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I've Been Here Awhile
Posts: 2

Re: Amazon Prime App Issues?

Hello my name amber have you try restarting your box’s or reboot it to see if that may help your issues

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I've Been Around
Posts: 1

Re: Amazon Prime App Issues?

Just in the last few days Netflix and prime have both randomly started closing themselves randomly, this has never occurred prior to just the last week or so, something has clearly changed or an update of some sort done that has broken them at least in my case, my screen will go blank and a few seconds later the tv will revert back to live tv, no error messages nothing, I will then have to open the app and resume the program I was watching from where I left off, this can happen in 5 minutes or in 2 hours, it’s becoming very annoying, I have reset both my tv and box numerous times, can someone please look into this.

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Resident Expert
Resident Expert
Posts: 1,288

Re: Amazon Prime App Issues?


@Jhrm76 wrote:

Just in the last few days Netflix and prime have both randomly started closing themselves randomly, this has never occurred prior to just the last week or so, something has clearly changed or an update of some sort done that has broken them at least in my case, my screen will go blank and a few seconds later the tv will revert back to live tv, no error messages nothing, I will then have to open the app and resume the program I was watching from where I left off, this can happen in 5 minutes or in 2 hours, it’s becoming very annoying, I have reset both my tv and box numerous times, can someone please look into this.


Hi, @Jhrm76  and welcome to the Community!  This definitely should not be happening.

 

How many set-top boxes do you have?  Is this problem occurring on all set-top boxes or just one?

 

Have you tried to "Clear Cookies and Local Storage Data" and "Reset Netflix" to see if this resolves your app issues?

 

To clear cookies/local storage, you will need to find "Clear Cookies and Local Storage Data" in Settings.  This item was originally located in "Settings / Preferences / General" but has since been relocated to "Settings / Privacy".  This is an all-or-nothing option; you cannot clear cookies/local storage on a per-app basis so this will log you out of all third-party apps on the set-top box.

 

To reset Netflix, go to "Settings / Help" (or press the "A" button on your remote); you will find "Reset Netflix" under Troubleshooting.

 

If you are still experiencing app stability issues, the problem may be with your set-top box.  For further assistance, you can either call Rogers Tech Support or you can also send a Private Message to the @CommunityHelps team.



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I Plan to Stick Around
Posts: 66

Re: Amazon Prime App Issues?

I have been re-watching Battlestar Galactica on Prime lately. On multiple boxes around the house. I have not had any problems.
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I Plan to Stick Around
Posts: 97

Re: Amazon Prime App Issues?

While I haven't been kicked out to live tv or had the black screen since I was told it had been fixed. the subtitle problem still does appear randomly.Started watching Hanna on Amazon Prime and there was at least 1 episode that had I believe French subs on.Back to the home screen and change language to something other than English then back again.

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I Plan to Stick Around
Posts: 66

Re: Amazon Prime App Issues?

This I have had before, the subtitles come on when I do not want them (which is never).
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I Plan to Stick Around
Posts: 97

Re: Amazon Prime App Issues?

Well it appears the subtitle problem is back also had it on another show Homeland which we started watching.The fix again is to go choose a language other than English and then set back to English.Thought they had this fixed, apparently not