Prime Video won't stream on Google TV

[gicounts]

Amazon Prime Video suddenly stopped streaming. I've rebooted the device, deleted the cache, then the data, then the entire app and reinstalled. Still won't play. I can open the app on my phone and cast to the TV. The Prime Video app opens on Google TV, profiles can be selected and titles can be browsed. But the video and trailer won't play.

Android TV OS version 12

Security patch level 10/1/22

Kernal version 4.9.269

Thanks for your help.

[michaelbelt]

having the exact same problem. part of me thinks it's WiFi related (as i'm having similar issues with Paramount+), but resetting the connection did nothing for either service.

[gicounts]

What's interesting is that I can stream from my phone to that Google TV device and it will play. Once under way I can use the Google TV remote to pause and play. It will show as being played but if I try to resume using the remote, playback will fail again.

I think this is a Google TV issue. If it was a Prime issue I would have problems initiating playback using my phone. 

I can also stream using a built-in app on another smart TV.

[michaelbelt]

i can do that too, and had to resort to that option a few days ago. the reason i think it might be WiFi-related, however, is because i tested the app out using my phone as a mobile hotspot and it worked perfectly (aside from only some content actually streaming in 4K, which i've heard is also an issue some people are having).

[gicounts]

I just replicated your results. Generated a hotspot and was able to stream over 2.4GHz and 5GHz. Switched back to my TMobile fixed wireless and it failed.

But I'm still hesitant to declare it a WiFi issue because I can stream it using the Prime app on another Vizio TV using the TMobile fixed wireless wifi.

[Jeran]

Hey there everyone,

I'm just checking up on this thread; are you still running into issues with streaming Prime Video? If you've already attempted updating the Chromecast and deleting and reinstalling the app, and if Prime Video is the only app having issues, you may need to reach out to Prime Video support to see if they're aware of any issues on their end.

Let me know if you have any more questions, and I'd be happy to help where I can.

Best regards,

Jeran

[gicounts]

Thanks for the link. Prime Video on Google TV still doesn't work. I can start a video on my phone and cast it. Once started I can pause/play using the remote. This is so puzzling. Prime is the only app that won't play. Here's the other twist: if I create a WiFi hotspot it will play. Prime is the only app with this issue. YouTubeTV, Apple TV & YouTube all play without issue.

[Jeran]

Hey there gicounts,

That is a really odd issue. In the event that Prime Support isn't able to help, we can have you speak with Chromecast Support to see if they're able to help at all. However, with the Prime app being the only one to experience these issues, it makes for difficult troubleshooting on our end outside of clearing the cache and reinstalling the app.

Best regards,

Jeran

[gicounts]

There doesn't seem to be a way to open a case with Prime. I did post on their user forum. 

I have been able to get an occasional trailer to play. But the problem persist with movie playback. It's interesting that I'm about to browse thumbnails and also that I can use the Google TV remote to pause and play a movie cast to the device. But I can't resume a movie that was stopped. I can't think of anything else I could do to isolate a cause.

[Jeran]

Hey there gicounts,

I'm just checking up on this thread; did you happen to hear back from anyone on the Amazon Prime user forum regarding this issue?

Best regards,
Jeran

[gicounts]

Hello, thanks for checking in. I have not received a card response on the Amazon forum.

Just now I tried streaming the trailer for Nope. It failed with the message: Something went wrong. Please try again later. For more help, go to amazon.com/videohelp

I also tried to stream the movie itself and that failed too.

This is the only app that's not streaming.

[Jeran]

Hey there gicounts,

No problem at all; I appreciate you letting me know. I wish there was more we could do on our side of things. If you would like, go ahead and re-create the issue, and then submit feedback via Google TV. That way, if there are any errors generated by the Chromecast, they would appear in the device logs sent to the Chromecast engineering team, in case there is something on Chromecast's side affecting the app.

Best regards,

Jeran

[Juni]

Hi there,

I'm jumping in to follow up if everything is good here. Let us know if you have any further questions.
 

Thanks,

Juni

[Juni]

Hello there,

Just checking in to make sure that you saw our responses. I'll be locking this thread if we don't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.
 

Regads,

Juni

[gicounts]

I will submit a request through Google TV. This streaming playback issue is isolated to the Prime app on Google TV. I can stream using my Android phone and my wife can stream using her iPhone. I don't know what else to do. Thanks for your help.

[Jeran]

Hey gicounts,

Thank you for submitting feedback! In the meantime, I would keep an eye on Chromecast with Google TV updates, and perhaps try using the Prime Video app once in a while to see if Amazon pushed through any updates. In the meantime, I'll go ahead and lock this thread in 24 hours. If you have any more questions or concerns in the future, please feel free to create a new thread.

Best regards,
Jeran