Google tv won't let me see prime video

[Frac95]

Hi.

So here is the thing I'm trying to see Hazbin hotel in my Google tv but that series especificaly won't let me see it. I've rebooted the Google tv, I have power cycle the Google Tv, my internet is fine, I can see anything without a problem on 4k. I can see the series in my Samsung as well. I've talked with Amazon and they literally told me to check with Google. Btw horrible costumer service in Amazon.

So what can I do? The second season is coming this month and I am afraid that I won't be able to see it. 

Thanks 

[kcruzgonzalez]

Hello @Frac95,

Thank you for posting on the community. I understand the issue with your Google TV and the Prime Video app when one specific show, like Hazbin Hotel, refuses to play, especially when you can watch everything else in 4K and can even watch that show on a different device! It's great that you've already taken the excellent steps of rebooting and power cycling your Google TV and that you confirmed with Amazon that the series is available to you.

Since the problem is isolated to just that one show on Google TV, it strongly suggests a conflict with cached data or a temporary app issue specific to that title's content stream.

Let's try a few steps focused specifically on the Prime Video app data, as this is often the solution when a single title has a problem:

Step 1: Clear the Prime Video App's Cache and Data

This is the most critical step, as it forces the app to refresh all its temporary files and data, which can resolve conflicts with a specific video file.

• From the Google TV Home screen, go to Settings (gear icon) at the top right.
• Select Apps.
• Select See all apps.
• Scroll down and select the Prime Video app.
• Select Clear cache, then select OK.
• Next, select Clear data (or Clear storage), then select OK.

Note: This will sign you out of the Prime Video app, so you will need to sign back in with your Amazon credentials afterward.

Once you sign back in, try playing Hazbin Hotel again.

Step 2: Check for App Updates

• An outdated version of the Prime Video app might have a bug that prevents that specific stream from initializing.
• From the Google TV Home screen, open the Google Play Store app (look for the icon with the multicolored triangle).
• At the top right, select your profile picture or initial.
• Select Manage apps & games (or Manage apps).
• Check for an update for Prime Video. If an update is available, install it, then try playing the show again.

Please try Step 1 and Step 2 first, as those are the most common fixes for this type of issue. Let me know the result, and we can go from there! We'll get this resolved before Season 2 drops.

Regards,

Kevin

[Frac95]

Hey!

I've done it. It works thank you so much. Great cx service btw. I appreciate that, you know a lot of companies don't care about it but I do and I care so thanks.

Have a great day

[Frac95]

Hi again.

So it worked for a little while but now I'm having the issue again. I did both steps again and it did not work this time

Thanks