Prime Video Not Working on Roku: Troubleshooting Guide

Streaming video content has seamlessly woven into the daily routines of numerous individuals. The advent of devices like Roku has further simplified the process of accessing beloved TV shows and movies.

Nonetheless, encountering glitches and complications with the Amazon Prime Video application on your Roku can prove to be an exasperating ordeal. But fear not! This article aims to furnish you with an exhaustive handbook for resolving and rectifying issues pertaining to the Prime Video app on your Roku device.

Whether it involves a straightforward concern like a feeble internet connection or a more intricate quandary, rest assured, we have your back. Our comprehensive approach will walk you through a range of proven remedies, encompassing actions such as rebooting your Roku, scrutinizing your internet connectivity, updating the Prime Video app, re-installing the application, and even reaching out to Amazon’s support team.

By meticulously adhering to these steps, you’ll be able to troubleshoot any hindrances encountered with the Prime Video app, promptly restoring your ability to indulge in your favored content streaming.

Whether you boast ample experience as a tech-savvy user or are just embarking on your journey with Roku, this article is tailored to equip you with the essential knowledge and resources required to identify and mend glitches in the Prime Video app on your Roku. Thus, continue reading to gain insights into reinstating the functionality of Prime Video on your Roku device.

1. Prime Video Not Loading on Roku

If you’re facing trouble loading Prime Video on your Roku device, follow these steps:

No Sound from your Amazon Echo Show

  1. Check Internet Connection: Ensure that your Roku is connected to a stable internet connection. Poor connectivity can lead to streaming issues.
  2. Restart Router and Roku: Sometimes, a simple restart can work wonders. Power cycle your router and Roku device to refresh the connection.
  3. Update Roku Software: An outdated software might be causing compatibility issues. Go to Settings > System > System Update to check for updates.
  4. Reinstall Prime Video: Delete the Prime Video app, restart Roku, and then reinstall the app. This can resolve app-related glitches.

2. Buffering and Playback Problems

Encountering buffering or playback problems while streaming Prime Video? Try these solutions:

  1. Lower Video Quality: Sometimes, a high-resolution stream can strain your internet. Lower the video quality by pressing the * button on the remote and selecting a lower resolution.
  2. Check Internet Speed: Run an internet speed test on your Roku device. If the speed is below the recommended limit for streaming, consider upgrading your plan.
  3. Clear Cache: Buffering can also result from a cluttered cache. Go to Settings > System > Advanced System Settings > Network Connection Reset > Clear Cache to fix this.

3. Audio and Video Out of Sync

Is the audio not matching the video? Follow these steps:

Sync Roku Remote

  1. Restart Roku: Begin by restarting your Roku device. Sometimes, a simple reset can sync audio and video.
  2. Check HDMI Connection: Ensure that the HDMI cable is securely connected to both the Roku device and your TV. A loose connection can cause syncing issues.
  3. Audio Settings: Navigate to Settings > Audio > HDMI and try changing the audio settings. Experiment with different settings to find the one that syncs properly.

4. Subtitle and Caption Issues

Having trouble with subtitles or captions? Here’s what you can do:

  1. Check Subtitle Settings: While watching a show, press the * button on your remote, go to Subtitles, and check if the subtitles are enabled.
  2. Language Preference: Ensure that the selected subtitle language matches your preference. Mismatched languages can result in missing or incorrect subtitles.

5. Prime Video App Crashing

If the Prime Video app keeps crashing, follow these steps:

  1. Restart Roku: Begin with a Roku restart. Crashes can sometimes occur due to temporary glitches.
  2. Update App: An outdated app can be the culprit. Go to the Roku home screen, highlight the Prime Video app, press the * button, and select Check for Updates.

6. Can’t Find Prime Video on Roku

If you can’t find the Prime Video app on your Roku, here’s how to locate it:

  1. Search Manually: From the Roku home screen, navigate to Streaming Channels > Search Channels and type “Prime Video.” Install the app from the search results.

7. Error Codes and Messages

Encountering error codes? Here’s what they might mean and how to resolve them:

Sync Roku Remote

  1. Error Code 13: This often indicates an internet connectivity issue. Double-check your Wi-Fi connection.
  2. Error Code 5004: Logout and log back into your Prime Video account to resolve this issue.
  3. Error Code 9074: Uninstall and reinstall the Prime Video app to fix this error.

8. Frozen Prime Video Screen

If your Prime Video screen freezes, try the following:

  1. Restart Roku: A quick restart can unfreeze the screen.
  2. Update Software: Ensure both your Roku and Prime Video app are running on the latest software versions.

9. Device Compatibility

Ensure your Roku model is compatible with Prime Video. Older models might face compatibility issues with newer apps.

10. Prime Video Not Working During Specific Times

Experiencing issues during specific hours? It might be due to high network traffic. Try streaming during off-peak hours.

11. VPN Interference

Using a VPN? Disable it while streaming Prime Video, as some VPNs can cause connectivity problems.

12. Parental Controls

Check your parental control settings; they might be blocking certain content.

13. Contact Customer Support

If all else fails, reach out to Amazon Prime Video’s customer support for personalized assistance.



Why is my Prime Video not working on Roku?

Prime Video might not work due to various reasons such as internet connectivity issues, outdated software, app glitches, or device compatibility problems.

How do I update my Roku software?

Navigate to Settings > System > System Update to check for and install any available updates.

Can I reinstall the Prime Video app?

Yes, you can. Delete the app, restart Roku, and then reinstall Prime Video from the Roku Channel Store.

Why is my Prime Video buffering excessively?

Buffering can occur due to slow internet speeds, high-resolution streaming, or a cluttered cache. Lower the video quality, check your internet speed, or clear the cache to resolve the issue.

What do I do if I encounter an error code?

Error codes often indicate specific issues. Check the meaning of the code online or reach out to customer support for assistance.

Is Prime Video compatible with all Roku models?

While Prime Video is compatible with most Roku models, older ones might face compatibility issues with newer apps.

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To initiate a reset for your Roku device, adhere to the guidelines issued by the manufacturer. Disconnect both the TV and the Roku device, allow a few minutes to elapse, and subsequently reconnect them. For a Wi-Fi router reset, consult the manufacturer’s provided instructions. To assess the speed of your internet connection, utilize an available online speed test tool.

Confirm the status of your Roku’s internet connection by accessing network settings on the device. For updating the Roku operating system, access settings, navigate to system updates, and adhere to the provided instructions. To reinstall the Amazon Prime Video app, access the Roku Channel Store, locate the app, and proceed as instructed for reinstallation.

In case all alternatives prove ineffective, resort to a factory reset for your Roku device by following the manufacturer’s instructions. Prior to attempting any of these resolutions, it is advisable to ascertain the operational status of the Prime Video servers. Should the complication persist, reach out to your internet service provider for support and further guidance.

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