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Sony TV Prime Video Not Working

Amazon Prime Video has become a household favorite. With the purchase of an Amazon membership, you get tons of free video content to enjoy, along with free two-day shipping. While the app is supported by most smart TVs, some Sony TV owners are experiencing issues with the app not working.

If the Sony TV Prime video is not working, make sure the internet connection is stable and strong enough to support the app. Check for any pending Sony TV software updates or updates within the Prime Video app. Clear the memory cache within the Sony TV.

Flatscreen tv in the living room

Sony TVs are among the best in the smart TV family. Issues are to be expected with any electronic device but this article will help troubleshoot some known issues with Sony TV when it comes to the Amazon Prime Video app.

Prime Video Won’t Load/Play On Sony TV

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You are settled on the couch. Remote in hand. You select the Amazon Prime Video app. Nothing happens. You try again and again, nothing happens. Why is Prime Video not loading?

Generally speaking, Prime video will not load/play on Sony TV if there are any pending updates. Old data from previous updates will negatively interact with any new data trying to come in. The result is the Prime Video app will not load/play.

You can check for pending updates within the Prime Video app by opening the app within the app store. Once the app is open, there will be an option to Update if any updates are pending.

Uninstall and Reinstall

Much like turning your phone or computer off and on, sometimes the answer to issues with a streaming app is to uninstall the app and then reinstall it. This will help to refresh everything and will remove any bugs that are causing communication problems between the Sony TV and the Prime Video app.

Step 1: Go to your Sony TV Settings.

Step 2: Open the Application Manager.

Step 3: Select the Prime Video app.

Step 4: Select Uninstall.

Step 5: Once the app is uninstalled, restart your Sony TV.

Step 6: Repeat steps 1 through 3 and then reinstall the Prime Video app.

Clear Memory Cache

The memory cache is a memory bank of data gathered from the app. The information stored is what allows you to not have to enter your credentials every time you open the app. Or to pick up where you left off in the movie two weeks ago.

Over time, this data bank becomes full and will start to affect how the Prime Video app works. Clearing the memory cache will not only improve its performance but will also free up the space needed for any updates that are pending.

Step 1: Press the Home button on the remote.

Step 2: Go to Settings.

Step 3: Select Apps.

Step 4: Select System Apps.

Step 5: Select the Amazon Prime Video app.

Step 6: Open the app menu and select Clear Memory Cache or Clear Data.

If following these steps does not resolve the issue, performing a factory reset will remove all corrupted data and will ensure you are running the latest version of Prime Video.

Sony TV Prime Video No Sound

Having no sound during a movie is a great way to build anticipation. However, if there is no sound because of the TV or app not working correctly, that only builds stress.

If the Sony TV Prime Video has no sound, check the volume settings within the TV. The mute button may have been accidentally pressed on the remote. Make sure any external speakers are connected correctly and the correct audio setting is being used.

The main reason for no sound coming through the Sony TV when running the Prime Video app is incorrect audio settings within the TV. You can check these settings by doing the following.

Step 1: Press the Home button on your remote.

Step 2: go to Settings.

Step 3: Select Audio Mode.

Copyright protected content owner: and was initially posted on February 13, 2022.

Step 4: Check the selected audio settings.

Dolby Digital Setting

Another culprit, especially when using external speakers, is if the Dolby Digital Plus setting is turned on. You will want to turn this setting off so the audio is played through the external speakers.

Step 1: Go to your Sony TV Settings.

Step 2: Select Display and Sounds.

Step 3: Select Audio.

Step 4: Select Dolby Digital Output.

Step 5: Turn this setting off.

If you are using an HDMI cable to connect an external device to the Sony TV, make sure the cable is compatible with HDCP 1.4 for HD content and HDCP 2.2 for UHD and/or HDR content.

Sony TV Prime Video Does Not Show Full Video

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Seeing black bars along the top and bottom of the screen means the video is playing in the Widescreen setting. Bars along the side of the screen mean something is wrong.

If Sony TV Prime Video does not show full video, restart the Prime Video app. Go to Settings > Applications > Manage Installed Applications > Amazon Prime Video > Force Close. Relaunch the app to see if the issue corrected itself.

Two other possibilities for this issue are a wrong aspect ratio setting and a pending update.

Wrong Aspect Ratio

A wrong aspect ratio setting will not only cause black bars on the sides of the image but also the content will appear squeezed into the frame. The image could even appear stretched. Words and subtitles may also be cut off.

You will not be able to adjust the video aspect settings within Amazon Prime Video but you may be able to adjust the Sony TV settings.

Step 1: Press the Home button on the remote.

Step 2: Go to Settings.

Step 3: Select Picture & Display.

Step 4: Select Screen.

Step 5: Choose one of the available options. 10:9 is for standard display. 4:3 is suitable for SD broadcast and VHS. Or you can customize the setting manually.

Prime Video Stopping On Old Sony TV

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A sad reality to advancing technology is our older electronics eventually become outdated. They may still work, but they will not support new updates or newer apps

Unfortunately, this is a reality for certain Sony TV models. Sony TV models manufactured between 2009 and 2012 no longer support the Amazon Prime Video app. You can find a complete list on

For now, the best way to get around this disappointment is to use a streaming stick such as the Amazon Fire Stick.

Sony TV Prime Video Now Gone

Couple watching TV

Few things are more frustrating than having an app that once worked but now you are finding the app is not there. There are a couple of reasons why this is happening.

If Sony TV Prime Video is now gone, open the Prime Video app in the Play store to see if any updates are pending. Check the signal strength of your internet connection. If using a wireless connection, reduce the number of connected devices to increase the signal strength.

In addition to network issues, here are three other reasons why the Prime Video is now gone.

Prime Video Not Supported

The first reason why you are no longer seeing the Prime Video app could be what we discussed earlier. Your model of Sony TV is no longer supported by the Prime Video app. Again, in this case, you can choose to buy a new TV or buy an Amazon Fire Stick.

Copyright article owner is for this article. This post was first published on February 13, 2022.


With all things internet-related, it is always a good idea to start with the network connection. A weak or unstable connection will most definitely affect streaming apps. Refreshing the network connection will help to strengthen the signal.

Step 1: Press the Home button on the remote.

Step 2: Select Settings.

Step 3: Select Network or Network Setup.

Step 4: Select Refresh Internet Connection.

Sony TV Amazon Prime Black Screen/Frozen

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If Sony TV Amazon Prime black screen/frozen, the bandwidth from the network connection may be too low to support the app. Reduce the number of devices connected to the same network. Use an HDMI cable or ethernet connection to improve and stabilize the internet signal.

Pending Updates

Updates are the communication apps receive to have improved features and improved security features. These updates are what ensure you are using the most current version.

Updates are typically installed automatically and without you even knowing it. Sometimes, though, an update is slow in coming or does not get completely installed. The actual steps for checking updates may vary depending on the model of Sony TV you have, but here are the general guidelines.

Step 1: Go to your Sony TV Settings.

Step 2: Select Support.

Step 3: Select Software Update.

Step 4: Select Update Now.

Step 5: Once the updates are installed, the TV will restart automatically.

Sony TV Amazon Prime Not Supported

Flatscreen tv in the living room

If the Amazon Prime Video app does not appear in the app store, your Sony TV does not support the app. Earlier in this article, we addressed how Prime Video is no longer supported on certain Sony TV models.

One way to get around purchasing a new TV is to use an external streaming device such as the Amazon Firestick.

Sony TV Amazon Prime Subtitles Not Showing

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Subtitles are a setting within your TV and the Prime Video app that needs to be turned individually. They are independent of each other.

While you have a video playing within Prime Video, access the playback menu and select the CC icon to turn subtitles on.

If Sony TV Amazon Prime subtitles are not showing, a recent update within the Amazon Prime Video app may have caused a hiccup in communication between your Sony TV and the app. Make sure the subtitle setting is turned on within the Amazon Prime Video app.

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ReadyToDIY is the owner of this article. This post was published on February 13, 2022.

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