Skip to Content

Roku TV Prime Video Not Working

Prime Video is Amazon’s answer to their very own streaming service. If you have a Roku device, you will have access to your Prime Video account through the Prime Video channel. However, sometimes this channel doesn’t work, and it is hard to know exactly why. In this article, you can find a number of solutions to problems with the Prime Video channel on your Roku.

The Prime Video channel on a Roku device will not work well if you have poor WiFi, outdated firmware, the Amazon servers are down, the cache is full or your Roku device is set to ‘Auto Sign Out’. For sound or display issues, you need to adjust the ‘Audio Mode’ or ‘Display Type’ settings on the Roku.

Female changing channels with TV remote

I will explain these issues in more detail below, where you will find several step-by-step solutions for each. You can also learn how to check your WiFi signal and internet speed through your Roku device.

Roku Prime Video Not Working

If you’re not sure what is wrong with your Prime Video channel, below are a number of general troubleshooting tips that work for most problems. You can find more specific recommendations further down in this article if you have a particular issue.

Restart Roku TV

You should start your troubleshooting by simply restarting the Roku. This surprisingly fixes many small issues. These steps are listed below.

Step 1: Press the ‘Home’ button on your Roku remote.

Step 2: Navigate to ‘Settings > System > System Restart’.

Step 3: Select ‘Restart’ to confirm your choice.

Step 4: Wait for the Roku device to fully reboot.

Roku System Restart Screen
Restart Your Roku Device

Reinstall Prime Video Channel

Sometimes there are issues with the Prime Video channel that can only be fixed by reinstalling it. Follow the steps below to uninstall and reinstall the Prime Video channel on your Roku device. Reinstalling the channel will clear an overloaded cache and install the latest firmware, including any new bug fixes, onto the Roku.

Step 1: Press the ‘Home’ button on your Roku remote.

Step 2: Highlight the Prime Video channel.

Step 3: Press the ‘Options’ (*) button on the remote.

Step 4: Select ‘Remove Channel’.

Step 5: Restart the Roku (see above).

Step 6: Back on the Home screen, select ‘Streaming Channels’.

Step 7: Select ‘Search Channels’.

Step 8: Find and select the Prime Video channel.

Step 9: Select ‘Add Channel.

Update the Firmware

Updating the firmware on your Roku will automatically update all channels installed on the device. Therefore, follow the steps below to update both your Roku firmware and the Prime Video channel firmware. This will install any of the latest bug fixes on your system.

Step 1: Press the ‘Home’ button on your Roku remote.

Step 2: Navigate to ‘Settings > System > System Update’.

Step 3: Select ‘Check Now’.

Step 4: If an update is available, wait for the Roku to install the update and fully reboot.

Hard Reset the Roku TV

A hard reset is a standard procedure used to drain the Roku of any residual charge and wipe its short-term memory. This erases any small errors that have occurred, allow it to function normally again.

To do this, follow the steps below. This will not erase any of your downloaded content or Roku/channel preferences.

Step 1: Unplug the Roku from your TV and from its power source.

Step 2: Wait 10 minutes to ensure any residual charge is drained.

Step 3: Plug the Roku back into the TV and power.

Step 4: Turn your Roku device back on.

Factory Reset the Roku TV

Resetting your Roku device to factory settings will fix most issues you come across. This is easy to do, but deletes all downloaded content and your saved preferences. For this reason, you should only do this as a last resort.

Step 1: Press the ‘Home’ button on your Roku remote.

Step 2: Navigate to ‘Settings > System > Advanced System Settings’.

Step 3: Select ‘Factory Reset’ and confirm with ‘Factory Reset Everything’.

Step 4: Follow the prompts to start the factory reset.

Step 5: Wait for the Roku to fully reboot.

Roku Factory Reset
Factory Reset Your Roku

Roku Prime Video Not Loading/Opening

Male watching TV in living room

The reason Prime Video does not load or open is usually because of a poor internet connection. It could also be a firmware bug, which could be fixed using the troubleshooting methods above. However, if you suspect your WiFi connection is weak, below are a number of tips you can try.

Check Your Internet Speed

The first thing you should do is check your internet speed and whether or not it is connected to your Roku. You can do this through the Roku’s network settings through the pathway below.

Settings > Network > Check Connection

Roku Network Settings
Check your Internet connection by going into your Roku settings and looking for the Network menu.

Once the check is complete, you can see the results in the ‘About’ tab (in the same network settings). Ideally, your signal strength should be ‘Excellent’ and your download speed should be at least 1MB/s for Prime Video content.

Amazon recommends you have a download speed of at least 1MB/s for streaming in standard definition, or 5MB/s for high definition content. If you do not have these speeds, your video will keep pausing or will not load at all. The methods below may help you if you need to improve your WiFi signal or download speeds.

Restart Your Modem/Router

Restarting your modem and router is the quickest way to fix any small problems with the network. This should be done in the sequence below.

Step 1: Unplug your modem and router from their power source.

Step 2: Wait at least one minute.

Step 3: Plug your modem back in and wait for it to fully restart.

Step 4: Once the modem is ready, plug your router back in.

Step 5: When the router has fully rebooted, test your WiFi again.

Move the Modem and Router

If your signal strength is still low, check the distance between your modem/router and your Roku device. If this distance is greater than 30 feet, this will certainly cause problems. Therefore, closing this distance will improve your WiFi signal.

Sometimes it may not be possible to move your devices closer together. In this case, you could consider using a WiFi booster. I will explain more about this below.

Minimise Any Interference

If simply restarting your network did not work and your modem/router are within close range of your Roku, there may be objects around your home that are interfering with the network. Firstly, consider other transmitting objects, such as those listed below.

· Other networks in the home or neighbourhood

· Microwaves

· Bluetooth devices, such as headphones

· Baby monitors, or other radio devices

There are also physical obstructions that may partially block your WiFi signal. Some common examples are listed below.

· Thick timber or concrete walls

· Metal

· Aquariums (water)

· Hydronic heating system (water)

Minimising these objects will improve your WiFi signal and potentially improve your download speed. However, things like the walls within your home cannot be changed. You can find more solutions to these interferences below.

You should also keep in mind that TVs can also partially obstruct your WiFi. For this reason, you should position your Roku device in an open space, away from the back of the TV. If you have a Roku Streaming Stick, you may need to consider a HDMI extender to overcome this interference.

Prime Video Not Connecting on Roku

Two male sitting on couch watching TV

If Prime Video is not connecting on your Roku device, it is likely due to poor WiFi, which has been discussed above. However, if these troubleshooting methods are not an option, below are a few more things you could try to help connect the Prime Video channel.

Use a WiFi Booster

A WiFi booster is a small device that usually plugs directly into a power outlet in your home. This device then picks up the WiFi signal from your modem/router and extends it further. If this seems like a good option for your home, you should position the booster between your modem/router and your Roku device.

Use an Ethernet Connection

Another option is that you could set up wired internet instead of using WiFi. This is not as convenient because it generally means that you need to position the modem/router close to your Roku device.

Copyright protected content owner: and was initially posted on July 1, 2021.

However, Ethernet is the most reliable and fastest form of internet connection. This is why many gamers, who rely on smooth and fast internet connection, opt for Ethernet.

Most Roku devices have an Ethernet port available to use, but you may need to use a USB/Ethernet adapter if you can’t find one on your device.

Check the Amazon Servers

If you have tried everything with your own network, including calling your service provider, it may be the Amazon servers that are causing the problem. You can either call Amazon support directly to determine if their servers are down, or you can check websites such as Down Detector (link to website).

Roku TV Keeps Logging Out/Signing Out

Person sitting on couch with legs on coffee table about to turn on TV with remote

Some users have found that Roku keeps logging them out of their channels, including Prime Video. This can be very frustrating, particularly if you need to enter your username and password every time you use the channel. Below are two possible solutions to this problem.

Disable Auto Sign Out

Your Roku may keep signing you out if you have the ‘Auto Sign Out Mode’ enabled. This, as the name suggests, signs you out of Roku channels automatically after a specified period of time for users that have many guests within their home. This feature can be found through the pathway below.

Settings > System > Auto Sign Out Mode

This feature requires a PIN, which you would have set when you first setup your Roku device. Once you have entered this PIN, you can adjust your sign out settings, or disable this feature entirely.

Use a Wall Power Outlet

Your Roku may also be logging you out if it is receiving power from your TV. If a TV is turned off (instead of on standby), this will cut all power to the Roku and cause it to shut down.

Some users have found that this automatically signs them out of their channels. To fix this, use a USB power adapter, such as those used with iPhones, to plug your Roku directly into a wall socket. This will supply the Roku with continuous power.

Roku Won’t Play Prime Video

Male lounging on sofa with a beverage in hand and watching TV

The Roku will not be able to stream content from Prime Video if your internet is not working or if your download speed is too slow. If you have already tried the troubleshooting methods mentioned above and cannot increase your download speed, you can still reduce the stream quality through Prime Video.

Reduce the Streaming Quality

Reducing your stream quality will allow you to stream videos with no or little pauses throughout. However, you will need to do this using a web browser, instead of through the Roku channel. Follow the steps below to choose between ‘Good’, ‘Better’ or ‘Best’ streaming quality.

Step 1: Open Prime Video on your web browser.

Step 2: Navigate to ‘Profile > Account & Settings > Playback.

Step 3: Select a lower video quality than you are currently using.

You can also reduce the video playback through your Roku settings. These are located in ‘Settings’, under ‘Display Type’.

Prime Video Keeps Freezing/Crashing on Roku

Back view of male and female couple watching TV together on sofa

Prime Video will usually crash due to a firmware bug or because the channel cache is overloaded. These can both be fixed by reinstalling the Prime Video channel, detailed at the beginning of this article. This will clear the channel’s cache as well as install the latest firmware.

The cache commonly crashes apps or channels on a streaming device because it acts as a form of short-term memory. This data helps the channel to load faster the next time you use it. However, when it is overloaded, it causes glitches and ultimately negatively impacts the user experience.

If your Prime Video channel is freezing, this may be due to internet issues. Every video is temporarily downloaded as you are watching, known as the ‘buffer’. If this buffer cannot download as fast as the playback, the video will freeze.

Roku Prime Video Black/Blank Screen/No Picture

Female looking at black TV screen

Your screen may be blank if the Prime Video channel has frozen while loading. This issue related to your internet connection, the Amazon servers or the firmware on your system. These issues can be resolved using the troubleshooting methods above.

You should also check that the HDMI connection between your Roku device and TV is secure and that the cable is still working. You can do this by using the cable with another device. You should also try using different HDMI ports in the back on the TV.

You could also try using different display settings through your Roku. These settings are located in ‘Settings’, under ‘Display Type’. This will allow you to adjust the resolution and frame rate of your playback, which may be causing problems if set incorrectly.

Normally, these settings are set to ‘Auto’, but you can try each option to see which works for your device and TV. You should also look through your TV’s display settings to match the resolution to your Roku device.

Roku Prime Video Sound/Audio/Volume Not Working

Female lying on sofa with TV remote in hand

There are many reasons why the sound may not be working on Prime Video. Sometimes this is a general issue, which should mean you have no sound on any of your channels. These issues are listed below.

· The volume is muted through the TV, Roku or speaker

· The volume is too low

Copyright article owner is for this article. This post was first published on July 1, 2021.

· The speaker (if any) is not turned on

· The Speaker is not connected properly

Roku Sound Settings

You should also check your Roku’s audio settings. Sometimes these can be incompatible with a streaming channel or with a particular speaker. All audio settings can be changed through ‘Settings’, under ‘Audio’.

In these settings, adjust ‘Audio Mode’ to ‘Stereo’. You should also make sure that your speaker output is set correctly. This will differ for each speaker.

Roku Prime Video Login/Sign-in Problems

Back view of family on sofa watching Tv

If you are having issues signing in to your Prime Video account, Amazon recommends the following basic troubleshooting advice.

· Ensure you are entering the correct details

· Make sure your password is case sensitive

· Try again in a few minutes

You should also check that your subscription is still active because it may be that you need to update your payment details. Some users have also found that disabling the Roku screensaver has fixed the issue. You can disable the screensaver through the pathway below.

Settings > Theme > Screensaver Wait Time > Disable Screensaver

Roku Icon Not Showing Up/Found on Prime Video

Female looking at black TV screen

If you cannot see any icons on your Prime Video channel, your Roku is experiencing a small error. This is usually fixed by restarting your Roku device, detailed at the beginning of this article. If this does not fix the issue, work through the remaining troubleshooting tips, as these have helped many users with the same issue.

Related Articles

Roku TV Hulu Not Working

Roku TV Disney Plus Not Working

Roku YouTube Not Playing/Opening

Roku Audio Not Working (No Sound/Not Sync With Video)

ReadyToDIY is the owner of this article. This post was published on July 1, 2021.

Roku Keeps Overheating