The Smartthings TV and Streaming Services couldn’t communicate. It was never a big deal to me since I seldom viewed movies on Prime Video. However, the acquisition of MGM by Amazon Prime Video revived my desire for Prime Video. I had no choice but to find a solution to the issue at hand.
So I spent a lot of time reading papers and watching videos to figure out how to repair the problem, and it’s fair to say I was successful. As a result, I thought I’d share it with you to ensure that you don’t miss any of your favorite movies or television shows.
If Prime Video isn’t working on your Roku device, try these other options. Update Amazon Prime/Roku Firmware, Reset Modem/Router, and Factory Reset Roku are steps you should do after performing a power cycle on your Roku.
Power Cycle Roku
Restarting a computer or other electrical equipment is often the simplest way to resolve common problems. Errors and defects that are creating this problem are usually straightforward to find.
Unplugging the Roku Device and waiting a few moments before turning it back on and restarting the program will restart your Roku. Alternatively, you may access the Roku TV homepage by tapping the Home button on the Roku Remote.
After that, you may go to Settings > System > System Restart to restart your computer. Select Restart and wait for the device to reset before continuing fully.
Check Your Internet Connection
If power cycling does not resolve the problem, check to see if there is a problem with your internet connection. Any other application on your Roku TV or any online page on your phone linked to the same Wi-Fi network will suffice for checking.
Detach the Roku from the internet connection and reconnect it to see if it works. If you can connect to the internet using a phone but cannot run any applications with the Online Streaming service, disconnect the Roku from the internet connection and reconnect it to see if it works.
In certain cases, having a sluggish internet connection might make it difficult for the Roku device to function properly. If this occurs, do a speed test to see if you receive sufficient bandwidth to operate Amazon Prime on Roku.
The problem may be with your internet connection, in which case you should approach the broadband provider to find out what went happening regarding your internet connection.
Disable VPN Services if Any
You may download and install programs on your Roku TV from the Roku Application Store. Apps may also be downloaded from various third-party sites, although Roku does not often promote this method of installation.
Amazon does not support VPN because it hides your IP address and because Amazon Prime has geo-restricted content. To ensure that Amazon Prime works correctly, ensure that your Roku TV does not have a VPN enabled.
Update Amazon Prime Application
Because you’re using an old version of Amazon Prime, it may have ceased functioning. Amazon has an auto-update function. Restart the Roku after manually updating to the newest version if it’s not functioning.
Log out and Re-login to Your Amazon Prime Account
It’s possible that logging out of your Amazon account and then signing back in can address the problem for you if the update does not function.
This may be accomplished by going to the settings menu on your Roku TV and selecting unregistered devices. After you’ve completed this, restart the device.
Launch your Prime Application and input your device’s login credentials in the appropriate fields to complete the registration process.
Uninstall and Reinstall Amazon Prime Channel
It didn’t work anymore, did it? Don’t panic; reinstalling Prime Video may be your sole option for fixing certain difficulties. Prime Video may be uninstalled by pressing the home button on the remote and choosing the Prime Video Channel.
Select ‘Remove Channel’ from the ‘Options’ menu on the remote. Now, as previously said, restart your Roku TV by following the on-screen instructions. You’ll be sent to the Home Screen, where you may search for streaming channels.
Select ‘Add Channel’ after finding Prime Video on the search results page. Performing a factory reset will erase the device’s cache and install the most recent Firmware, which will fix any issues.
Update Roku Firmware
Your Roku TV may be using an out-of-date version of its Firmware. All applications on your smartphone will be updated automatically when you do a firmware upgrade. Updates also fix errors and provide new functionality for your benefit.
Updating the Firmware on your Roku is known to help you repair your Roku if your Roku is constantly rebooting. It is suggested that the Roku platform have an auto-update option. If you don’t have access to one, you can always update it yourself.
Then, using your remote, browse to ‘Settings > System > System Update’ by pressing the Home button twice. To check for updates, click on ‘Check Now.’ If any are available, wait for the update to be installed before rebooting your computer.
Check Your Amazon Prime Account
If you’ve tried everything above and still Amazon Prime Video isn’t working, there may be a problem with your account as a whole. Before you do anything further, check to make sure that the subscription is still active. You may have neglected to renew your membership.
Additionally, double-check that the login credentials you supplied are accurate. Incorrect login credentials may cause it to cease operating. Occasionally, the Amazon Prime Server may be unavailable, resulting in the app being forced to close. If this is the case, close the application and reopen it after a short period.
Reset Modem/Router
Resetting your Modem/Router may help if you’re still having problems with the connection. Depending on the problem, you may do a soft or hard reset on your Modem/Router. If you’re having trouble connecting to the internet, try doing a soft reset.
It’s as simple as disconnecting the cable from your modem and Router, waiting a few minutes, then reconnecting it. The second option is to do a hard reset. It is capable of resetting your Router/Modem back to its factory defaults.
It is possible to do this if you cannot connect your Router with a Roku Device or if your modem begins to slow down and negatively affect your internet connection. Make sure the device is turned on when doing the hard reset.
To reset your modem or Router, locate the reset button on the back of the device and push it for 10-15 seconds with a pin or needle. Now, sit back and wait for it to do its reset, which might take up to 1-2 minutes.
Factory Reset Roku
A factory reset will cure the majority of the problems you’re now experiencing, just as it did with your modem. It’s a simple process, but after you’re done, all of your downloaded material and stored preferences will be gone.
As a result, only use this as a final resort if all other options have failed. If your remote stops working or you’ve misplaced it, you may still reset your Roku without a remote.
Go to ‘Settings > System > Advanced System Settings’ by pressing the ‘Home Button’ on the Roku remote. Select ‘Factory Reset’ and then confirm by selecting ‘Factory reset everything.’ Replacing your device’s battery may require you to enter a code shown on the screen.
Contact Support
The best course of action is to contact Roku Customer Support if none of the troubleshooting steps listed above were successful. Then, on their Support Page, choose your issue from a list of problems that have been listed on the web page.
After selecting the problem, a list of assistance articles will emerge, which is rather extensive. Clicking on the ‘Need more assistance’ button will give you two alternatives if you’re still experiencing problems. Then click on ‘Email,’ fill out the form, and then click ‘Send.’
Get Prime Video to Work on Roku
It is recommended that you verify the internet speed on Roku TV when the signal strength is ‘Excellent.’ Additionally, the download speed for Prime Video Content should be at least 1 Mb/s.
When streaming standard-definition material, Amazon recommends that you have a download speed of at least 1 Mb/s and at least 5 Mb/s when streaming high-definition content. Before reinstalling Prime Video, make sure you’ve deleted all of your data from it.
Any preferences preventing you from accessing the app will be removed as a result of this operation. If someone with access to your account changes your password, all other users will not use the program. Double-check that you have entered the correct password when signing into your account if this is the case.
If a live chat with customer care is not feasible, you may contact the staff using your Twitter account. If none of the options listed above were successful, take your Roku device to the local service facility, which will almost certainly address the problem.
FAQs:
1. Can you update an old Roku?
Firmware upgrades, software updates, and new app releases are no longer available for Roku Players, released in 2010 or before.
2. How do I sign into Amazon Prime on Roku?
As soon as you have installed Amazon Prime on Roku, you will be prompted to enter your credentials the first time you launch the app, or you will be prompted to input a code that will allow you to register through another device.
3. How do I enter my Prime Video code?
When you choose ‘Register on the Amazon Website,’ you will be provided with a 5- to 6-character code. You will then need to login into your Amazon account and input the code you received.
4. How many devices can you have Amazon Prime on?
If you have Amazon Prime on many devices, there is no restriction to the number of users who may watch content concurrently from one account.
-our editorial board has reviewed this article and has been approved for publication according to our editorial policy.
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Last update on 2025-08-27
