Streaming Issues | Prime Video & Disney+

[ClanWallace]

I have a Chromecast with Google TV (HD) on a TV upstairs and everything works just fine.

However, on my Google TV Streamer 4K in the basement, I am having issues with playing content from Amazon Prime Video and Disney+. My guess is this is a Google TV Streamer issue because I am not having an issue on the upstairs Chromecast with Google TV (HD). 

Internet Set-up: I have a 1.2Gbps internet connection from xfinity, I have my own 2.5Gbps cable modem, use a Google Nest Wifi Pro with Wi-Fi 6E + one to create a mesh. On the Nest Wifi Pro, i have the ethernet out going to a switch which feeds the Google TV Streamer.

• Prime Video - I can navigate through all the menus, see the watch history duration bar for each episode (from watching upstairs), view episodes, scroll, search, etc. Pretty much everything. But when I click to PLAY, all i ever get is the "Something went wrong" black screen.
• Disney+ - I can navigate through all the menus, watch the top previews at the top of the home screen, see the watch history duration bar for each episode (from watching upstairs), view episodes, scroll, search, etc. Pretty much everything. But when I click to PLAY or Watch Trailer - the video is stuck. No matter what I do, I can't get it to play. I have waited for twenty minutes to see if would start but never does.
  CAVEAT: Although it studders and chuggs at the beginning - I have been able to "Live" content to play.
  • I have done everything - gone in to the Amazon and Disney+ apps, cleared devices, unregistered devices, re-registered devices, signed out of app, signed back in, uninstalled the app, forced stop, cleared cache, cleared storage, restarted the TV streamer, checked for updates, unplugged the TV streamer for thirty and sixty seconds, disconnected the ethernet for thirty to sixty seconds, re-booted my router, re-started my network, etc. I can't think of anything I haven't done besides throw it away!!!

[Staylor0418 · Accepted solution]

• It sounds incredibly frustrating to have a high-end setup with a Google TV Streamer 4K and Nest Wifi Pro, only to be blocked at the very last step of hitting "Play."

Given that your navigation works and your "Live" content struggles but eventually starts, this doesn't look like a standard "internet is down" issue. It looks like a handshake or protocol failure—specifically related to how the Streamer talks to your TV or how your network switch handles the data.

Since you've already done the standard "app-level" troubleshooting (clearing cache, reinstalling), here are three deeper technical areas to investigate:

1. The "HDMI Handshake" (HDCP)

Prime Video and Disney+ use strict HDCP (High-bandwidth Digital Content Protection). If the Streamer and the TV don't "agree" on the security version, the menus will work, but the actual video stream will be blocked with a "Something went wrong" error.

 * Switch Ports: Try plugging the Streamer into a different HDMI port on your basement TV.

 * Check Resolution Settings: Go to Settings > Display & Sound > Resolution. Try manually setting it to 4K 60Hz or even 1080p temporarily to see if the video triggers. If it plays at 1080p but not 4K, your HDMI cable or port might not be supporting the necessary HDCP 2.2.

 * The Cable: Are you using the HDMI cable that came with the Streamer? High-speed content requires an HDMI 2.1 (Ultra High Speed) cable.

2. Network Switch & IPv6 Issues

Since you are using a switch between the Nest Wifi Pro and the Streamer, there could be a packet handling issue.

 * Bypass the Switch: As a test, unplug the ethernet from the Streamer and connect it directly to your Nest Wifi Pro's Wi-Fi 6E. If the apps suddenly work over Wi-Fi, the issue is your ethernet switch or a bad ethernet cable.

 * IPv6 Conflict: Some users have reported that Google Nest Wifi Pro handles IPv6 in a way that confuses certain streaming apps.

   * Open the Google Home app.

   * Go to Wi-Fi > Settings > Advanced Networking.

   * Toggle IPv6 off and restart the network.

3. Audio/Surround Sound Settings

Sometimes Disney+ and Prime Video will hang if they are trying to output an audio format (like Dolby Atmos) that the basement TV or Soundbar doesn't support.

 * Go to Settings > Display & Sound > Advanced sound settings.

 * Change "Select formats" from Automatic to None: Never use surround sound.

 * If the video plays after doing this, you know the issue is a mismatch between the Streamer's audio output and your basement audio hardware.

Comparison of Potential Culprits

| Symptom | Likely Cause |

|---|---|

| "Something went wrong" (Prime) | Often an HDCP (HDMI) handshake failure or DRM error. |

| Infinite Loading (Disney+) | Often an IPv6 conflict or a "bottleneck" in the ethernet switch. |

| Live content "chugs" but works | Suggests a buffer issue or a specific codec struggle (HEVC/H.265). |

To narrow down why your Google TV Streamer 4K is failing where your HD model succeeds, let's look at the hardware "handshake." The 4K Streamer requires a much stricter security protocol called HDCP 2.2 to play protected content from Prime and Disney+. If any link in your chain (TV port, cable, or switch) doesn't support it, the stream will be blocked.

Step 1: Identify the "Golden" HDMI Port

On many older or mid-range 4K TVs, not all HDMI ports are created equal. Often, only HDMI 1 or HDMI 2 supports the HDCP 2.2 required for 4K streaming.

 * Check the labels: Look at the physical HDMI inputs on the back or side of your TV. Look for a small "HDCP 2.2" or "UHD" label next to a specific port.

 * Check the Menu: Navigate to your TV's internal settings (not the Google TV settings). Look for "HDMI Ultra HD Deep Color" or "HDMI 2.0 Mode" and ensure it is toggled ON for the port you are using.

 * The Switch Test: Unplug the Streamer from the ethernet switch and plug it directly into the TV's HDMI 1 port. If it works, the issue was likely the port you were using or an incompatibility with the switch.

Step 2: The "Locality Check" Fail

HDCP 2.2 has a feature called a "locality check." The source sends a signal to the TV, and if the TV doesn't respond within 20 milliseconds, the source kills the video.

 * Is your HDMI cable too long? If you are running a long cable through a wall , the signal delay can cause the exact "Something went wrong" black screen you are seeing.

 * The Switch Factor: Some network switches or HDMI splitters can add just enough latency to fail this 20ms check. Try a direct connection to the TV as a diagnostic step.

Step 3: Audio Format Mismatch

Disney+ is notorious for hanging on a black screen if it tries to output Dolby Atmos or DTS to a TV that can't decode it.

 * Go to the Streamer's Settings > Display & Sound > Advanced sound settings.

 * Switch from "Automatic" to "Manual".

 * Uncheck everything (Dolby Digital, Atmos, etc.) so it only outputs basic Stereo.

 * Try playing a video. If it works, re-enable formats one by one to find the culprit.

If it Still Doesn't Work

Try forcing the Streamer into 1080p mode via the Display settings. If it plays perfectly at 1080p but breaks at 4K, you have 100% confirmed it is an HDCP 2.2/HDMI bandwidth issue.

How to Fix HDCP 2.2 Errors

his video provides a visual guide on how to verify if every component in your setup—from the cable to the TV port—is truly compatible with the HDCP 2.2 standard required for 4K streaming.

[ClanWallace]

@Staylor0418 Thank you SO much for the detailed response!!

Ok....well. I went though everything and couldn't get the 2 apps to work. I did get Prime Video to work for a little bit...then I got the "Something went wrong" message again.

BUT it seems that I may have I left out something that would have been valuable to include even though it didn't enter my mind as a potential problem...especially since there was no coincidental event to make me think so.

I have an Audioengine A2+ speaker system with the S6 Powered Subwoofer (sounds AMAZING if anyone is wondering) and have been connecting the speaker system through the Google TV Streamer via Bluetooth. I can't pinpoint WHEN I started having the play/streaming issue with the 2 apps, and there was no coincidental event that the Bluetooth speaker connection was causing this issue. It didn't happen immediately when I got the speaker system and connected via Bluetooth to the TV Streamer. It happened some point down the line.

Before I got the Google TV Streamer 4K, I was using the Chromecast HD with Google TV and connecting to a Bose Bluetooth speaker through the TV Bluetooth. When I was going through the TV settings and looking at everything I remembered that I use to connect audio through the TV Bluetooth.

So, I connected the Audioengine A2+ through the TV Bluetooth instead of the TV Streamer and....BANG both Prime Video and Disney+ are now working.

There has to have been some update...either to the Google TV Streamer 4K or the Prime Video/Disney+ apps that has generated the issue.

I really prefer connecting to the TV Streamer so I can control the volume by the remote, but oh well - so much for convenience.

[ClanWallace]

WOW this is GREAT!!! I now how a project for today!! THANK YOU and I'll respond back after I've done the work. It's a LONG holiday weekend, so I may not get back to you until like Tuesday though.

[Staylor0418]

Awesome! Enjoy your holiday. I look forward to hearing how it goes. I also look forward to any insight or corrections to my ideas. 

[ClanWallace]

@Staylor0418 - is the issue I experienced with Bluetooth common?