How to Fix Amazon Prime Video When It’s Not Working
What can happen to Amazon Prime Video? It’s one of the best on-demand video services ever created! And I’m paying for it, so they should keep it working! And suddenly you start a new episode and see just a black screen instead of your favorite show. Then you’re not so sure. There is nothing on. But there is something to do.
Most of us now are concerned that you should write to Amazon support to have them fix the issue. But there are also methods allowing you to do some repair yourself. It works more often than one might expect. So, let’s see what you can do to get your Amazon Prime Video app back to work.
If It’s the Account
As the service is cloud-centered, any time you connect to it the cloud checks your credentials and your billing status. If it’s alright, you are allowed to stream videos. If it’s not, your access gets temporarily blocked. All you need to do for these consequences is to miss one monthly (or annual) payment. You might also subscribe for Amazon Video Prime free trial and forget that it won’t always be free.
So the first thing to do when your Amazon Prime isn’t working is check your account status. That’s how it’s done on PC:
- Log in on the Amazon site;
- Go to your Prime Video settings;
- Check whether your subscription is active;
- If you have run out of it, you can refill it and get it working again.
The same can be done on mobile devices, but you better use your Amazon Prime Video app. You can also adjust other aspects of your subscription – for example, set up recurring payments to keep your subscription always active (unless there are banking issues; but if anything like this happens, probably there will be more things to worry about).
If It’s the Device
Most of us rarely think of compatibility (unless it concerns the latest games, like Red Dead Redemption II, that require the most powerful hardware). On phones and tablets, as well as on consoles and TV boxes, incompatible apps are mostly impossible to install at all.
The official policy of Amazon states that once the device supports the official Prime Video app now, it will support it forever. The updates will mind the hardware to remain compatible. But it doesn’t always go as smooth as we want. So, if suddenly you run into issues with your Amazon Prime Video app, you need to contact the device manufacturer. Probably this issue is quite common (if you run into it without altering a thing).
Android-based devices, though, allow for installing apps from unknown sources. You just need to drop an .APK file to its storage and run it. Sometimes it works when your device (or location) is not officially supported by Amazon, or you want to change your settings by installing a modified app. (A spoiler: there is no modification able to watch Amazon Prime Video for free, so don’t waste your time on googling it).
As for desktops, the requirements are the following:
OS (minimal version):
- Windows 7;
- Mac OS X 10.7 (Lion).
Web browser (if there isn’t a dedicated app):
- Google Chrome 59;
- Mozilla Firefox 53;
- Opera 37;
- Microsoft Edge/Internet Explorer 11;
- Apple Safari 10.
- Anything able to run the OS above.
- 900 Kbits/sec for Standard Definition video;
- 3.5 Mbits/sec for High Definition videos.
As you can see, the requirements are less than moderate. The bandwidth can be a bottleneck, but you would have noticed it early if it had been insufficient.
If It’s Microsoft Silverlight
Suddenly, Microsoft Silverlight that was considered an unnecessary technology is still alive. Of course, the mainstream solution for streaming videos from Amazon is HTML5, but some old hardware can’t handle it. For these dinosaurs, Amazon relies on good old Microsoft Silverlight instead of even more archaic Adobe Flash. It still delivers the best video Amazon Prime has in store, but some issues are possible.
As this technology is now far from mainstream (though not abandoned), there is not so much attention to it. So there may be glitches. If you are watching Amazon Prime Video within your browser (on an old PC), try the following:
- Open the video in your browser (we know it doesn’t run – just open it!);
- Right-click on the video;
- In the context menu select “Silverlight”;
- Select “Application Storage” in the menu that appears;
- Check “Enable Application Storage”;
- When the website column opens, find the entry containing “http://g-ecx.images-amazon.com”;
- Delete this entry.
After this procedure, there must be no problem with caching the video, so it should run smooth. If you cannot find “Silverlight” in your context menu, it means your computer can handle HTML5 and doesn’t need Silverlight at all.
If It’s the Mobile Issue
All the instructions above are about how to use Amazon Prime Video on desktop systems. But what if you’re experiencing troubles with the service on your mobile device, it’s quite another case. There are apps available for download for most Android and iOS devices; as for Fire phones, tablets and TV boxes by Amazon, the app is already preinstalled.
Despite all these apps are meant to be perfectly compatible with the hardware and the remote services, in real life issues happen. So, what can you do to fix issues with Amazon Prime Video mobile? First of all, check whether they are specific for your mobile device and don’t depend on the carrier. For example, make sure that videos run smooth via neither i-Fi nor via LTE, while your PC handles them well. If it’s so, the problem is with your mobile. Then go on.
How to Fix Amazon Prime Video Mobile for iOS
The first advice you can have for mobile issues is simple. Uninstall the app and then reinstall it from App Store.
To do so, find the app on your desktop (or in a folder if you have put it there), tap it and hold your finger until “X” icon appears in the right upper corner of the pictogram. Tap it to remove the app. Wait until the uninstallation is confirmed. Then go to the App Store and reinstall the app.
You won’t have to confirm the following Amazon Video Prime download again, because you already own the app. But it may prompt you to enter your account data again.
How to Fix Amazon Prime Video Mobile for Android
It gets more complicated on Android, because it gives its users more freedom both to break and to fix. So, there are two ways out of trouble. Here is the first way. Clearing the storage will remove the error if it’s somewhere in the app cache.
- Go to Android Settings, then to Application Manager;
- Select Prime Video;
- Open its tab and select “Storage”;
- Tap “Clear Data” and then “OK”;
- Go back to the app and try to restart the video.
If the error was about cached video, recaching will fix it. But if it doesn’t, let’s do it the hard way (like we do on iOS).
- Go to Android Settings, then to Application Manager;
- Select Prime Video;
- Choose “Uninstall” and confirm;
- Restart your device;
- Reinstall the app from Google Play.
If nothing extraordinary happened, these methods will help you with your Amazon Prime Video mobile app. If they don’t, check your account again.
Fixing Amazon Prime Video Issues on TV or Set-top Boxes
Well, the first idea is always hard-restarting the TV (or a TV box if you run the app on it). By hard-restarting, we mean disconnecting it from the power supply, keeping it off for a minute, and then reconnecting and turning it back on. If it doesn’t help, try clearing the cache.
It’s hard to give recommendation good for any device, just because they are different. Just remember the keywords: Clear cache/data. Run your Amazon Prime Video app on your device, enter its Settings, and search for an option similar to this. Use it and restart the app after clearing. Chances are after that you will have to login again. That’s okay.
How to Fix Amazon Prime Video Server Issues
There can be server issues that are usually soon fixed. But if you run into it, there is nothing you can do but wait. To check whether it’s the case, do the following:
- Try accessing Amazon Prime Video from different devices (and a different carrier). For example, if it doesn’t work on your wired home TV, try it on your phone via LTE. If neither works, it’s probably a server issue.
- Use a special site to see whether Amazon is available at all.
How to Read Amazon Prime Video Error Codes
If you see an error code, it means that the problem you run into is quite common and well known. So, let’s browse through the most probable ones to see.
- Amazon Prime Video error code “Insufficient Bandwidth” Error means that your Internet connection is too slow. It takes just 900 Kbit/s to play the SD video; if your bandwidth is below that, problems are granted. If it’s faster, try to change your streaming settings and decrease the resolution.
To check whether your bandwidth is in fact insufficient, try playing a video from Netflix or YouTube. If they happen to work, there may be a problem with your router. Try restarting your router and your TV box or computer to see if it’s fixed.
- Amazon Prime Video error code 1060 usually appears after the app shows a rolling “wait” circle. Usually it also means insufficient bandwidth. If it appears, you usually see two options – “Wait” and “Retry”. To fix it, check if your device gets enough bandwidth from your router. Pause all your downloads if there are any. Disconnect other devices that may use the Internet.
- Amazon Prime Video error code 9074 is so far unclear to mass audience. But it’s known from experience that when it appears, you either need to restart your device or clear the cache.
- Amazon Prime Video Error Code CDN is usually seen on Fire TV and Fire Stick. If you see it, there is an error in connecting to Amazon servers. Reboot your device with a remote. To do it, press Play and Select buttons and hold them for a few seconds. Confirm the reboot when the system prompts you. You better also restart the router.
Other Problems with Amazon Prime Video
We tried to cover the most common problems with Amazon Prime Video playback. But some issues are still to be explored. If you run into trouble not covered here, try googling it or asking a question on specialized forums or groups on Facebook, Twitter, other social media. Or drop a comment here to share your problem or its solution.