Prime Video can fail at launch, buffer during playback, freeze, or show an error. The right fix depends on whether the app is stuck, the connection is slow, the app is outdated, or the Amazon account has too many devices/streams.
These steps apply to Prime Video on smart TVs, Fire TV, Roku, Apple TV, and other streaming devices.
Does this affect you?
Use this if Prime Video will not open, sits on the logo, buffers constantly, crashes to the home screen, or fails when you press Play.
Restart the app and device
- Fully close Prime Video rather than only pressing Home.
- Restart the streaming stick, box, or TV from Settings if available.
- If there is no restart option, unplug the device from power for 30 seconds.
- Open Prime Video and sign back in if prompted.
If it plays normally afterward, the issue was temporary app or device memory.
Check connection speed
Amazon recommends roughly 1 Mbps for SD, 5 Mbps for HD, and 15 to 25 Mbps for 4K UHD. Test speed from a device on the same network as the TV.
- Move the router closer if Wi-Fi is weak.
- Remove obstructions around the TV or router.
- Use Ethernet if the TV or streaming device supports it.
- Lower Prime Video quality from app Settings > Video Quality, choosing Better or Good instead of Best.
Update or reinstall Prime Video
- Open the device app store or channel store.
- Search for Prime Video.
- Install any update.
- If already updated, uninstall Prime Video.
- Restart the device.
- Reinstall Prime Video and sign in with your Amazon account.
A reinstall clears corrupted local data that a normal update may leave behind.
Check outages, devices, streams, and cache
Search current Prime Video outage reports if many users are having the same problem. In a browser, go to Amazon account device management and deregister old devices you no longer use if you have registered many over time.
Prime Video generally allows up to three simultaneous streams per account, with tighter limits when watching the same title on multiple devices. On Android-based TVs and devices, clear cache from Settings > Apps > Prime Video > Storage > Clear Cache. Avoid Clear Data unless you are ready to sign in again.
Sources
- Amazon Help – Troubleshoot Prime Video app issues (2025)
- Amazon Help – Prime Video playback and buffering problems (2025)
- Amazon Help – Prime Video system status and outages (2025)