Amazon prime video

[Swampdonkey]

Amazon prime video will not work on this thing.

[MagicAndre1981]

What is not working? The Amazon Prime app on the Chromecast with Google TV or casting from Prime app on phone to a Chromecast? Do you get any error messages? 

Watch Prime Video on Chromecast

[Swampdonkey]

The app on the device itself. I am not casting. All other apps work. Thsnks

[MagicAndre1981]

ok, open the Playstore and search for updates and make sure you use the latest prime version 6.11.0+v14.1.0.470.

If you already have the latest version, try the casting ways from phone or tablet and send feedback to amazon. If all other apps works the issue doesn't come from the Chromecast so it is an amazon issue.

[Swampdonkey]

Thanks, I'll try that.

[Swampdonkey]

I looked I'm using version 6.10... .

There is no option on the chromecast with Google tv device to update the amazon prime video app.

[MagicAndre1981]

you could download the apk and  and install the update this way or wait a bit longer until the update appears. 

[Swampdonkey]

Just says can't play right now try again later. The amazon app is working on all of my other devices.

[Swampdonkey]

The app on the device itself. I am not casting. All other apps work.

[MagicAndre1981]

any update on thgis? Have you got the prime app update and is the issue resolved now? 

[Swampdonkey]

I can't respond to your emails so it takes time to search for my post to respond. No luck so far. Still can update prime video.

[Kimy]

Hey folks,

This thread has been silent for quite some time. We apologize if this thread will be closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. You can create another thread if you have other questions.

Thanks,

Kimy

[Choohoobacca]

I have the same issue. It was working fine for about 2 weeks, then only certain titles will play. If I use the app on my phone and cast it, it works OK, but that's kind of annoying

[Kimy]

Hi folks,

Thanks for your help here, @MagicAndre1981.

@Swampdonkey and @Choohoobacca, if the app still doesn’t have the latest update, try to reinstall it. If the version is still not the latest, try this approach: Disconnect your Chromecast with Google TV (4K/HD) from Wi-Fi via Settings > Network and Internet. Connect it to your phone’s mobile hotspot. Observe if it persists. If it works well, disconnect it from the hotspot and reconnect it to your Wi-Fi. Let me know how it goes.

Thanks,

Kimy

[LovelyM]

Hello everyone, 

I'm checking in to see if you've tried the steps above. I'd be glad to hear from you, so please tell me if you are still having issues.

Cheers,
Lovely

[Choohoobacca]

I've tried to connect to my phone's hot-spot, but I couldn't even do that. I have the HD version in a bedroom that hasn't had these problems, so I might just replace the 4K with an HD one

[Kimy]

Hi Choohoobacca,

Thanks for the details. You may need to enable hotspot and tethering, and for some phone service providers, it depends on your service plan. Try a factory reset, then re-setup.

Let me know how it goes.

Thanks,
Kimy

[Choohoobacca]

I have already done a factory reset, reinstalled/updated apps, but still the problem persists. I will just purchase an HD version of the chromecast and see how it works out

[LovelyM]

Hey gene_mo,

I'm checking in to make sure that you've seen my responses. Please let me know if you have additional questions or concerns before I close this thread within the next 24 hours. 

Cheers,
Lovely

[gene_mo]

I do think that access to this thread is important to other Prime and T_mobile Home internet users.  There are some issues with the two working together.  

[Kimy]

Hi there,

Thanks for the reply. This thread will still be searchable, and users can still read and try the steps suggested here. We apologize if this thread will be closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

I'll keep this thread open for one more day. You can create another thread if you have other questions.

Best,

Kimy

[gene_mo]

I have the same issue.  I have a Sony Bravia TV with Google TV.  The Prime Video app will not work.  I have had T-Mobile Home Internet for about a year.  It has always worked fine, no issues with Prime Video.  Last week, T-Mobile upgraded my Arcadyn gateway to a Sagecom Gateway.  Thats when the problem started.  Speeds are not an issue as i can get up to 300 mbps.  I switched to the 2.4Ghz band and no help.  

I changed to the Sagecom because the Arcadyn would not maintain connection to my Sonos whole home audio system.  The Sagemcom fixed that issue, but now Prime Video only on my Google TVs wont work.  

Any ideas on how to fix this?  I can sign my Sony tv into my iphone hotspot which uses the T-Mobile connection and Prime Video works perfectly.  Its just with the Sagemcom gateway the issue comes up.

[gene_mo]

I cant be sure its due to the change to Sagecom. 

[Kimy]

Hi folks,

Thanks for sharing those details, @gene_mo.

The reason I’m suggesting mobile hotspot, is to isolate possible network issues. Be it router configuration, DNS issues, IP address conflicts, etc., breaking it down would be easier so long as it proved that the Chromecast device is working as intended.

Regards,
Kimy

[gene_mo]

I watched prime last night with my iphone hotspot.  Prime worked fine.  My phone was connected to the T-Mobile Sagemcom gateway.  But Prime worked.  Bandwidth isn’t an issue either.  But, I can’t keep switching between a phone hotspot and my main Wi-Fi.  

So, Prime definitely doesn’t like my new gateway is my guess.  Now what?

[Kimy]

Hi gene_mo,

Thank you for that information. This clarifies that the Chromecast device is working as intended and this is more on the network. I suggest you reach out to Sagemcom for assistance with the settings or configuration. It can be related to DNS, or it could be Port Forwarding. They’re the best people to help you with that. They might also ask you to contact Amazon Prime support to gather certain information needed as input on the configuration. Keep me posted.

Best,

Kimy

[gene_mo]

Kimy, 

When you say chromecast, do you also mean Google TV?  My Sony runs Google TV.  I do not have a Chromecast dongle attached to it.  

[gene_mo]

Where and how do I contact Amazon Prime Video support???

[Kimy]

Hello gene_mo,

Yes! This also applies to your Sony Google TV. I checked online and found this website: Prime Video Support. Let me know how it goes.

Thanks,

Kimy

[Kimy]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

Kimy