Prime Video not loading videos on streamer while using bluetooth speaker

[CoronaGuy]

Amazon Prime Videos don't load on Streamer while using Bluetooth headphones. If playing without Bluetooth and then turning Bluetooth on, video stops playing.

[jenniffert · Accepted solution]

Hi CoronaGuy,

Thanks for reaching out to the community! I understand that Prime Video content fails to load or play correctly on your Google TV Streamer device when Bluetooth headphones are connected and active. No worries, I can definitely help you with this! 

To better assist you, please provide the following information:

• What is the make and model of the Bluetooth headphones you are connecting?
• Does this issue occur only with Amazon Prime Video, or do you experience the same problem when using other streaming apps with the same headphones?
• What troubleshooting steps have you attempted so far?

In the meantime, I’d suggest the following:

• Update Apps: Ensure you have the latest versions of the Google Home app and the Amazon Prime Video app.
• Check Firmware: Verify you have the latest firmware version of your streaming device. For reference, you can see this article: Chromecast & Google TV Streamer firmware versions and release notes.
• Clear Prime Video Cache/Data: Clear the cache and data for the Amazon Prime Video app on your streaming device. Clearing this local storage often resolves conflicts.
• Restart the Google TV Streamer: For instructions, refer to this article: Reboot your Chromecast or Google TV Streamer.
• Re-pair Headphones: Unpair the Bluetooth headphones completely from the Google TV Streamer's settings, restart the streaming device, and then pair the headphones again from scratch. If possible, use a different Bluetooth device to test.

For more troubleshooting tips, see the following article: Connect Bluetooth devices to Google TV.

Please keep me updated.

Best regards,

Jenniffer

[lenexa_jayhawk]

Similar issue with our Bose soundbar which is set to the default audio output on our LG OLED B4: Prime Videos all play EXCEPT Thursday Night Football, which spins in startup for two minutes and crashes out. Google phone support was non-committal: "We know, we'll look into it."

[jenniffert]

 Hi lenexa_jayhawk,

Thanks for posting in the community! I understand you're also experiencing issues with the audio output between your LG OLED B4, Bose Soundbar, and Amazon's Prime Video app. Specifically, while all other content streams normally, Thursday Night Football fails to load, crashing after a two-minute hang. I appreciate you taking the time to contact us about this situation, and I'm sorry that you didn't receive the resolution you expected.

To continue assisting you effectively, could you please provide the information requested above and the results of the suggested steps? Additionally, would you mind sharing your case number ID from your previous interaction with our support team?

Keep me posted.

Best regards,

Jenniffer

[dietercito]

Same problem with Prime here.

The same thing happens with Disney+, so the problem is with GTVS, since both apps work correctly with CCwGTV.

[emanas]

I have exact same issue where watching videos on Google Streamer (4K) from Amazon Prime and Disney+ while using Sony WH-1000XM4 headphones, the same thing works fine using Apple TV Device etc, something is not right on Google Streamer (4K)

[Domus497]

Just had the same thing happen with my Google 4k streamer and a Samsung sound bar connected via Bluetooth. Disney+ and Prime will play trailers but not load the actual film/show. They both work fine once I disconnect the Bluetooth. 

[Greybear72]

Même problème avec prime et des ecouteur Bluetooth.  Mais bizarrement,  ce nest pas touy les films ou émissions. Jai deja videz le cache,  desinstaler et re instal l'application,  meme chose  pour  les écouteurs Bluetooth  ( galaxy buds 3)

Bref, jai fait  déjà  plein de manipulation  et rien ne fonctionne.