How to Fix It When Amazon Prime Video Is Not Working

Check your internet connection

When faced with issues accessing Amazon Prime Video, the first step is to ensure that your internet connection is stable. A poor or intermittent connection can prevent the app from loading content properly. Follow these steps to troubleshoot your internet connection:

Reboot your router: Sometimes, a simple router restart can resolve connectivity issues. Turn off your router, wait for a few seconds, and then turn it back on. Wait for it to fully boot up before attempting to access Amazon Prime Video again.
Check other devices: If you have multiple devices connected to your network, see if they are experiencing the same issue. If all devices are unable to access the app, it’s likely a network issue rather than a device-specific problem.
Connect to a different network: If possible, try connecting to a different Wi-Fi network or switch to a mobile data connection. This will help determine whether the problem lies with your current network or the app itself.
Test internet speed: Use a reliable internet speed testing tool to check if your internet connection meets the minimum requirements for streaming content. If the speed is below the recommended level, contact your internet service provider to resolve the issue.
Check for signal interference: Electronic devices and physical barriers can interfere with your Wi-Fi signal. Move closer to your router or remove any objects that might be causing interference, such as other electronic devices or walls.

By following these troubleshooting steps, you can ensure that your internet connection is not the cause of the problem. If the issue persists, move on to the next step to resolve the problem with Amazon Prime Video.

Restart your device

If you’re experiencing issues with Amazon Prime Video, a simple solution that often works is to restart your device. Restarting your device can help clear any temporary glitches or conflicts that might be causing the app to malfunction. Follow these steps to restart your device:

Close the Amazon Prime Video app: If the app is currently open, close it completely. On most devices, you can do this by pressing the home button or using the task manager to force close the app.
Turn off your device: Locate the power button on your device and hold it down until you see the power options menu. Select the “Power off” or “Restart” option, depending on the available choices.
Wait a few moments: Once your device turns off, leave it powered off for at least 30 seconds to ensure that it fully shuts down.
Turn on your device: Press the power button again to turn your device back on. Wait for it to fully boot up before attempting to access Amazon Prime Video.

By restarting your device, you can refresh its system processes and potentially resolve any temporary issues with the app. This troubleshooting step is quick and easy to perform, making it a go-to solution for many streaming problems.

If restarting your device doesn’t fix the issue, proceed to the next step in troubleshooting Amazon Prime Video.

Update the Amazon Prime Video app

If you’re encountering difficulties with Amazon Prime Video, it’s possible that an outdated version of the app is causing the problem. Updating the app to the latest version can often resolve any bugs or compatibility issues. Follow these steps to update the Amazon Prime Video app:

Open the app store on your device: Depending on your device, this may be the App Store for iOS devices or the Google Play Store for Android devices.
Search for Amazon Prime Video: In the app store’s search bar, type “Amazon Prime Video” and select the official Amazon Prime Video app from the search results.
Check for updates: If an update is available, you will see an “Update” button or a similar indicator. Tap on it to start the update process.
Wait for the update to complete: The app store will handle the update installation process automatically. Make sure you have a stable internet connection during this time.
Launch the updated app: Once the update is complete, open the updated Amazon Prime Video app and check if the issue has been resolved.

Updating the Amazon Prime Video app ensures that you have the latest features, bug fixes, and improvements that can enhance its performance. If the issue persists after updating the app, you may need to explore other troubleshooting options.

Clear the app cache and data

If you’re experiencing persistent issues with the Amazon Prime Video app, clearing the app’s cache and data can often resolve the problem. The cache and data of an app can accumulate over time and may contain corrupted or outdated files that can cause issues. Follow these steps to clear the cache and data for the Amazon Prime Video app:

Open the settings on your device: Locate the settings app on your device’s home screen or app drawer and tap on it to open.
Select “Apps” or “Applications”: Depending on your device, you may find this option labeled as “Apps & notifications” or “Application Manager” in the settings menu.
Find Amazon Prime Video: Scroll through the list of installed apps and find Amazon Prime Video. Tap on it to access the app’s settings.
Clear the cache: Within the app’s settings, you should see an option to clear the cache. Tap on it to remove the temporary files stored by the app.
Clear data (if necessary): If clearing the cache alone doesn’t resolve the issue, you can also try clearing the app’s data. This will reset the app to its default settings. Keep in mind that clearing data will remove any personalized settings or downloaded content, so make sure you are aware of the consequences.
Restart the device: Once you have cleared the cache and data, restart your device to ensure that the changes take effect.

By clearing the app cache and data, you can eliminate any potential conflicts or corrupted files that may be causing problems with Amazon Prime Video. After completing these steps, launch the app again and check if the issue has been resolved.

Disable VPN or proxy settings

If you are using a VPN (Virtual Private Network) or proxy service, it’s possible that these settings are interfering with your access to Amazon Prime Video. VPNs and proxies can sometimes cause conflicts, resulting in streaming issues or content restrictions. Follow these steps to disable VPN or proxy settings:

Open your device’s settings: Locate the settings app on your device’s home screen or app drawer and tap on it to open.
Go to the network or internet settings: Look for the menu option related to network or internet settings, which might be labeled as “Wi-Fi” or “Network & internet.”
Disable VPN: If you are using a VPN service, navigate to the VPN settings and toggle the switch to disable the VPN connection.
Disable proxy: If you have configured a proxy server, find the proxy settings and disable it by selecting “None” or “Direct connection.”
Save the changes and reconnect: Once you have disabled the VPN or proxy settings, save the changes and reconnect to your network.

Disabling VPN or proxy settings can help resolve any conflicts that might arise when streaming Amazon Prime Video. These settings can sometimes interfere with the app’s ability to access content or establish a stable connection. After disabling VPN or proxy settings, try accessing Amazon Prime Video again and see if the issue persists.

Check if there are any service outages

If you’re still unable to access Amazon Prime Video, it’s worth checking if there are any service outages that could be affecting the app’s functionality. Sometimes, Amazon’s servers may experience temporary issues or undergo maintenance, resulting in disruptions to their streaming service. Follow these steps to check for service outages:

Visit the Amazon Prime Video website: Open a web browser on your device and go to the Amazon Prime Video website.
Check official social media channels: Look for any announcements or updates on official Amazon Prime Video social media accounts such as Twitter, Facebook, or Instagram. These platforms often provide information about ongoing service outages or known issues.
Check online forums or community boards: Browse through online forums or community boards where Amazon Prime Video users discuss issues and share information. Other users may have reported any ongoing outages or problems they are experiencing.
Contact Amazon support: If you can’t find any information about service outages through the above steps, consider contacting Amazon Prime Video customer support for assistance. They will be able to provide the most up-to-date information and help troubleshoot any specific issues you may be facing.

By checking for service outages, you can determine whether the problem lies with Amazon Prime Video’s servers rather than your device or internet connection. If there are known service outages, you may need to wait until the issue is resolved by Amazon. However, if there are no reported outages, proceed to the next troubleshooting step to further investigate the issue.

Check if your subscription is active

If you’re unable to access Amazon Prime Video, it’s important to verify that your subscription is currently active. If your subscription has lapsed or encountered any issues with payment, it can prevent you from using the app. Follow these steps to check the status of your Amazon Prime Video subscription:

Open a web browser: Launch a web browser on your device and go to the Amazon website.
Sign in to your Amazon account: Enter your login credentials to sign in to your Amazon account. Make sure to use the same account that is associated with your Amazon Prime Video subscription.
Go to the Prime Video settings: Once signed in, hover over the “Accounts & Lists” menu and click on “Your Prime Video” from the drop-down menu.
Check your subscription status: On the Prime Video page, look for a section that displays information about your subscription status. It should indicate whether your subscription is active or if there are any issues that need attention.
Resolve subscription issues: If your subscription is not active or there are problems with your payment method, click on the relevant links that will guide you through the steps to resolve the issue. This may involve updating your payment information or contacting Amazon customer support.

Checking the status of your subscription ensures that you have a valid and active membership to access Amazon Prime Video content. If your subscription is active and there are no issues with payment, move on to the next troubleshooting step to address the problem.

Disable ad-blockers or privacy extensions

If you’re encountering streaming issues or content not loading properly on Amazon Prime Video, it’s possible that ad-blockers or privacy extensions installed on your web browser or device are causing the problem. Ad-blockers and privacy extensions are designed to block advertisements and enhance privacy, but they can sometimes interfere with the functionality of certain websites and streaming platforms. Follow these steps to disable ad-blockers or privacy extensions:

Access your browser’s settings: Open the web browser you use to access Amazon Prime Video and locate the settings menu. This is typically denoted by three vertical dots or lines at the top right of the browser window.
Find the extensions or add-ons section: In the settings menu, look for an option that says “Extensions,” “Add-ons,” or something similar. Click on it to access the browser’s extensions or add-ons page.
Disable ad-blockers or privacy extensions: Locate any installed ad-blockers or privacy extensions and toggle their switches to disable them. If necessary, remove or uninstall these extensions from your browser completely.
Refresh the Amazon Prime Video page: After disabling the ad-blockers or privacy extensions, refresh the Amazon Prime Video page or restart your browser for the changes to take effect.

By disabling ad-blockers or privacy extensions, you allow Amazon Prime Video to function as intended, potentially resolving any issues caused by these extensions. Keep in mind that disabling these extensions may result in advertisements being displayed and a potentially different browsing experience. If the issue persists even after disabling the extensions, proceed to the next troubleshooting step to address the problem.

Uninstall and reinstall the Amazon Prime Video app

If you’re still facing issues with Amazon Prime Video, uninstalling and reinstalling the app can often resolve any persistent problems. This process helps remove any corrupted or outdated files that might be causing the app to malfunction. Follow these steps to uninstall and reinstall the Amazon Prime Video app:

Find the app on your device: Locate the Amazon Prime Video app on your device’s home screen or app drawer. The app icon usually features the Amazon Prime Video logo.
Uninstall the app: On most devices, you can uninstall an app by pressing and holding the app icon until a menu appears. Select the option to uninstall or remove the app from your device.
Confirm the uninstallation: You may be asked to confirm the uninstallation. Proceed with the confirmation to remove the Amazon Prime Video app from your device.
Reinstall the app: Open the app store on your device, such as the App Store for iOS or the Google Play Store for Android. Search for “Amazon Prime Video” and select the official app from the search results. Follow the prompts to reinstall the app.
Launch the app: Once the installation is complete, open the newly installed Amazon Prime Video app. Sign in to your account and check if the issue has been resolved.

By uninstalling and reinstalling the Amazon Prime Video app, you ensure that you have a fresh installation with updated files. This can eliminate any underlying issues that may have been present in the previous installation. If the problem persists even after reinstalling the app, move on to the next troubleshooting step to further investigate the issue.

Contact Amazon Prime Video customer support

If you have followed all the previous troubleshooting steps and are still unable to resolve the issue with Amazon Prime Video, it’s time to reach out to Amazon Prime Video customer support for assistance. They have dedicated support teams that can help troubleshoot specific issues and provide personalized solutions. Follow these steps to contact Amazon Prime Video customer support:

Visit the Amazon Prime Video help center: Open a web browser and go to the Amazon Prime Video help center. You can usually find this by searching “Amazon Prime Video help” or by visiting the Amazon website and navigating to the “Help” or “Customer Service” section.
Explore the help articles: Browse through the help articles to see if there is any specific guidance or troubleshooting steps related to your issue. Amazon provides a range of resources to address common problems.
Contact customer support: If you’re unable to find a solution in the help center, look for the option to contact customer support. This could be through live chat, email, or phone, depending on the available options provided by Amazon Prime Video.
Provide details about the issue: Clearly describe the problem you’re experiencing with Amazon Prime Video and provide any relevant details, such as error messages or the steps you have already taken to troubleshoot the issue.
Follow the instructions from customer support: Once you have contacted customer support, they will guide you through the necessary steps to resolve the issue. Be sure to follow their instructions and provide any requested information promptly.

By contacting Amazon Prime Video customer support, you can access expert assistance in addressing the specific issue you’re facing. Their knowledgeable support team is equipped to handle a wide range of problems and can provide personalized solutions to get you back to enjoying your favorite shows and movies.