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Chromecast will not stream Prime Video or Disney Plus

croutonboy
Community Member

In the last couple of weeks I have suddenly been unable to cast either Prime Video or Disney Plus shows. It's a new problem...both apps worked fine until recently. I have about 350MB download speeds on the Chromecast so know that is not the issue, and I can authenticate Prime Video (Disney Plus won't even open without an error 83). I had previously uninstalled and reinstalled both apps to no effect.  Put of frustration actually purchased a NEW Chromecast in case it was a software issue from an older device but the problem persists.

I contacted Prime Video support and they were unable to diagnose any problems with their services nor my account. All these services work on other devices in my home and on my network (Apple TV, Playstation 5, iPhones) so it isn't an IP address issue. Can you please provide some insight into what this is? I know others have reported this problem sporadically, but as this is now happening across two Chromecast devices (including a newly set up one) rebooting the device is clearly not the answer.

4 REPLIES 4

JenniferV
Community Specialist
Community Specialist

Hi croutonboy,

 

thanks for reaching out and I'm sorry to hear about that. Please try the additional steps below and let me know how it goes:

 

  1. Plug in your Chromecast on a different HDMI port on your TV.
  2. Reboot your Wi-Fi router.
  3. Clear the cache and data of the affected apps.
  4. Log out/in on Amazon Prime and Disney+ apps.
  5. Try to plug it in on a different TV screen.
  6. Reset your Chromecast.

Thanks,

Jennifer

Thanks. I did everyone of those things, in multiple combinations, and it has had no effect. As I mentioned I even purchased a new Chromecast and it has the same issue. 

 
So my assumption at this point is that it is something deeper, either a network setting or software incompatibility for those two services. 
 
I use Verizon FIOS 1GB and an Eero mesh router network, and the Chromecast is probably no more than 20 ft from the primary node on that, if that helps.

Any assistance would be greatly appreciated. As I mentioned it is a new issue specific to just this device (and the only TV I use Chromecast on)

JenniferV
Community Specialist
Community Specialist

Hi there,

 

Thanks for getting back to us. We'd like to dig deeper into this. Could you please fill out this form and let us know once you're done?

 

Regards,

Jennifer

JenniferV
Community Specialist
Community Specialist

Hey croutonboy,

 

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.

 

Thanks,

Jennifer