topic Re: Prime Video Chromecast with Google TV (HD) Not Loading in Streaming

Prime Video Chromecast with Google TV (HD) Not Loading

MrAATX50 — Fri, 11 Nov 2022 18:38:19 GMT

I installed a new Chromecast with Google Tv (HD) device yesterday. I added all of the streaming apps I use to the device. Netflix, HBO/MAX, Paramount+, HULU, YouTube TV, Peacock, Twitch all seem to work great, no issues.

Prime Video will not load. All I get is an Internet Connectivity Problem screen. There is no INET connectivity problem in my home. As mentioned above I can run all my other streaming apps without issue. I can even run Prime on all other devices in my home except the new Chromecast. I even added back my Chromecast 3rd Gen device to HDMI2, same tv, and casted Prime Video without issues.

I have cleared cache for the app, removed app, reinstalled app, and even performed a factory reset on the Chromecast device.

I have moved the Chromecast to another TV to test, same result

I have power cycled my MR60 router. Confirmed FW is up to date.

Speedtest - 933M/648M so not a bandwidth issue.

Model: Chromecast HD
Android TV OS Version 12
Android TV OS Security Patch May 1, 2022

Prime Video
Version 6.2.1+v140.0.575-armv7a
com.amazon.amazonvideo.livingroom

Last night I spoke to Amazon Prime Video Tech Support. They stated "I can see here on our system, not all Chromecast will be able to have access to prime video app" (see screenshot below)

Looking for some help here. If it cannot work with the new device thats unfortunate, but I will use the 3rd gen. Please advise

Re: Prime Video Chromecast with Google TV (HD) Not Loading

Jeran — Wed, 16 Nov 2022 16:46:56 GMT

Hey there MrAATX50,

I'm sorry to hear that the Prime Video app is giving you issues on your new Chromecast with Google TV (HD). As far as I am aware, the Prime Video app should function properly with the new Chromecast device, as it works with the Chromecast with Google TV (4K). In this case, I would double-check that your Chromecast's firmware is up-to-date. Then, clear out the cached app data on the Amazon Prime app. It could be the case that their Prime Video app needs an update, so in that case, you would need to wait for that.

I look forward to your response, and if you have any other questions or concerns for me, please let me know!

Best regards,
Jeran

Re: Prime Video Chromecast with Google TV (HD) Not Loading

Azarco — Sun, 20 Nov 2022 20:41:06 GMT

Hello there,

How's it going with your Chromecast with Google TV? Did the suggested steps given above help? Let us know by updating this thread and the Community will be happy to lend a hand.

Thanks for the help, Jeran!

Best,

Alex

Re: Prime Video Chromecast with Google TV (HD) Not Loading

Azarco — Mon, 21 Nov 2022 21:35:59 GMT

Hi MrAATX50,

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks,

Alex

Re: Prime Video Chromecast with Google TV (HD) Not Loading

MrAATX50 — Tue, 22 Nov 2022 03:38:41 GMT

Good Evening All. I have confirmed that the Chromecast device is up to date, no pending installs. I have cleared the Prime Video app cache and data, no pending updates/installs. Still getting the "Internet Connectivity Problem" screen when there isnt an inet issue. Seems more like a default error splash screen.

Prime working on all other devices in the household except the Chromecast with Google TV (HD)

Prime FW hasnt changed since my original post, Version 6.2.1+v14.0.0.575-armv7a

Re: Prime Video Chromecast with Google TV (HD) Not Loading

JenniferV — Thu, 24 Nov 2022 21:24:21 GMT

Hi MrAATX50,

Yikes! We'd like to dig deeper into this. Could you fill out this form and let me know once you're done?

I appreciate your help here, Jeran and Alex.

Thanks,

Jennifer

Re: Prime Video Chromecast with Google TV (HD) Not Loading

JenniferV — Sun, 27 Nov 2022 21:54:59 GMT

Hello there,

We haven't received your form — were you able to fill it out?

Regards,

Jennifer

Re: Prime Video Chromecast with Google TV (HD) Not Loading

MrAATX50 — Mon, 28 Nov 2022 16:38:11 GMT

Good Morning. I just filled it out. Was out last week 🙂

Re: Prime Video Chromecast with Google TV (HD) Not Loading

JenniferV — Mon, 28 Nov 2022 17:05:27 GMT

Hey MrAATX50,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon so, please keep your lines open.

Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Jennifer