Amazon Prime Video not playing videos through GoogleTV

[good4life]

I'm unable to play prime videos through Chromecast with Google TV since upgrading to Android 12. I've performed all diagnostics I've found including a total reset of the Chromecast. I get the message 'Something went wrong' when trying to play video. I get 'video is not available' when I try to cast from my tablet. Some with Amazon, they don't have a solution other than to contact the TV provider. I've sent feedback to Google via the Chromecast but haven't heard anything and no resolution for over a week. Any ideas?

[CarlosS]

Where you say you've done a total reset of the Chromecast, do you mean a restart or a factory reset? 

If you haven't done a factory reset, have you tried reinstalling the Amazon Prime App?

[Dan_A]

Hi good4life,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked after 24 hours.

Best regards,
Dan

[good4life]

Factory reset (press button for booking light...)

[CarlosS]

What kind of sound devices do you have? like a receiver or soundbar? 

I had a similar issue after the update but with Netflix. I think I fixed by changing stuff under settings -> display and sound -> advanced sound settings. I set it to automatic. 

[good4life]

My TV (TCL) is connected to an AV receiver (Onkyo) via HDMI. My Chromecast is connected to a TV HDMI port. All sound and video goes through receiver. My advanced sound is already set to auto. Thanks...

[CarlosS]

I guess one thing to test would be without the receiver. That is assuming the issue is related to that. When I had a similar issue with Netflix, I got an error code and all research pointed at the error being related to audio configuration and soundbars or receivers. However the error you are having doesn't have any codes so it is a bit harder to guess what might be wrong. 

[good4life]

So, are you suggesting that an audio fail will cause the video not to work?

[CarlosS]

This is only based on what little information we have about your error and a similar error I got a different app after updating. Basically for me something was making Netflix think the audio format it wanted to output was not compatible. For most people the error seemed to happen when using a receiver or soundbar. Maybe your error has nothing to do with that. I was able to continue using my soundbar, just had to change sound settings on the CCwGTV and I also changed some on how the TV sends the audio to the soundbar. 

[good4life]

Understood. At this point I'll try anything. What is interesting to me is that I was able to watch Thursday Nite Football and am able to watch selective trailers. 

[good4life]

First I have to thank you for your insight and patience regarding this issue. You are appreciated!

I disconnected my HDMI from my receiver which allowed me to use the TV speakers and Amazon worked thru Chromecast. So, now I'm thinking it's my receiver. But, I decided to load prime video onto the TV directly. TV is a Roku tv. I then reconnected the HDMI to my receiver. I played prime video on the Roku app thru my receiver with no issues.

This tells me the problem is with Chromecast and probably the A12 update since this is the first issue I've had. Is there a way to go back to the previous version of Chromecast?

[CarlosS]

That is interesting, my TV isn't Roku but my Soundbar is Roku. I wonder if there some weirdness going on between them since updating to Android 12. 

[good4life]

Did I read there was some discussions between Google and Amazon on Fire TV and compatibility?  I'm old so not sure;-)

Seriously, do you know if I could step back to A10? If so, how?

[CarlosS]

There was something regarding allowing some manufacturers to work with both or something like that. Doubt it affects this issue. 

[good4life]

In addition, I've just tried paramount+ and while trailers play, video selections don't. Yet, I have no issues when I remove me CCwGTV from my set up. So, similar behavior as with prime video. 

[Dan_A]

 Hi folks,
 

@CarlosS, thanks you so much for the help.

@good4life, that certainly hasn't been easy for you ― I really appreciate your efforts, especially your patience. Could you isolate your TV and your Chromecast with Google TV? I need you to connect your Chromecast to your TV directly and do the setup.

Tell me how it goes.

Best,

Dan

[good4life]

Just to be clear, my TV is connected to my AV receiver (Onkyo) via HDMI. My CCwGTV is connected to my tv via HDMI. I disconnected my TV HDMI to access to the receiver.

I will confirm that when I run CCwGTV thru my Roku TV (TCL), Prime Video AND Paramount+ work.

However, if I play these channels thru my AV receiver bypassing CCwGTV, thru the Roku tuner, everything works. The only variable at this point is CCwGTV. And it worked fine up and until A12 on all channels including Prime Video and Paramount +.

I'm thinking there's some incompatibility between A12 and my HDMI cable/AV receiver.

Hope that helps. Thanks to all.

[Dan_A]

Hello good4life,

Noted on the information you provided. All that's left is to run your CCwGTV thru your Roku TV (TCL), try it with your Prime Video AND Paramount+ without the AV receiver.

Keep me posted.

Regards,

Dan

[good4life]

Please reread my last post.

[good4life]

"I will confirm that when I run CCwGTV thru my Roku TV (TCL), Prime Video AND Paramount+ work."

This was thru the TV bypassing the receiver. Hope that's clearer.

[Dan_A]

Hello again,

My bad! I must have read wrong.

I need to document everything. When you directly connect your Chromecast with Google TV to your TCL TV(bypassing the receiver), aside from Prime Video and Paramount+, do other platforms work, too? Also, when you use your receiver, I suggest you first reinstall the apps affected by the changes, let's see what happens. W would also like to know if you're able to cast Prime video or any other platforms from your phone to your TV.

This may be a long shot but, given the new updated version of your Chromecast(Android 12), would it be possible that your receiver, as of now, cannot be accommodated by your CCwGTV?

I'll be waiting for your response.

Best regards,

Dan

[good4life]

1. Not only do all services work when I bypass CCwGTV, but they also work when going through CCwGTV. It's only Prime Video and Paramount+ that do not work with CCwGTV.

2. Regarding prime video, I ended up resetting the Chromecast because the uninstall and subsequent reinstall didn't work. Resetting required reinstalling all apps. Regarding Paramount, this is a new subscription so a clean install was required, hence, my comment that it didn't work.

3. I am able to cast YouTube from my phone to the TV. I don't have the other apps loaded.

My solution to all of this is to minimize my Chromecast use. Please reread the thread. I do believe all the diagnostic questions have been addressed.

[Dan_A]

Hey there,

Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Chromecast with Google TV and its apps Prime Video and Paramount+. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done? 
 

Thanks,

Dan

[good4life]

Done and submitted.