How to Fix It When Amazon Prime Video Is Not Working

When you settle in for a movie night and find that Amazon Prime Video isn’t working, it can be a real letdown. Fortunately, troubleshooting streaming issues doesn’t require a tech degree. Often, the fix is as simple as checking your Internet connection or restarting the app. With patience and a step-by-step approach, you can often get back to watching your favorite shows and movies in no time. Below, you’ll find practical ways to resolve most problems with Amazon Prime Video.

how to fix it when amazon prime video is not working

Check Your Internet Connection

Before delving into more complex troubleshooting steps, it’s essential to ensure that your Internet connection is stable and fast enough for streaming. An insufficient or unstable internet connection can often be the cause of video streaming issues.

  1. Verify your network speed: Use an online speed test to confirm your internet speed meets the minimum requirements for Amazon Prime Video. Generally, you need at least 5 Mbps for HD and 25 Mbps for 4K streaming.
  2. Inspect your hardware: Make sure your modem and router are functioning properly. Check for any loose cables and confirm that you’re connected to the correct network.
  3. Restart your router: Unplug your router from the power source, wait about 60 seconds, and then plug it back in. This can refresh your connection and sometimes solve the problem.

Checking and improving your Internet connection is a quick and often effective way to address streaming issues. While it’s an easy fix, it may not solve all problems, and some older routers may struggle to deliver the speeds needed for a smooth streaming experience.

Restart the App

Sometimes, simply restarting the Amazon Prime Video app can resolve loading or buffering issues caused by temporary glitches.

  1. Close the app: On your device, close the Amazon Prime Video app entirely.
  2. Clear the app’s cache:
    • For Android devices, go to Settings > Apps > Amazon Prime Video > Storage and tap on ‘Clear Cache’.
    • For iOS devices, you have to uninstall and reinstall the app to clear the cache as there is no direct option available.
  3. Reopen the app: After clearing the cache, open the Amazon Prime Video app again to see if the issue is resolved.

Restarting the app is a quick and simple potential fix that clears temporary data that may be causing issues. However, it does not address deeper software or hardware problems that could be affecting your streaming experience.

Update the App

An outdated app can lead to performance issues, including problems with streaming content.

  1. Check for updates: On your smartphone, open the app store and search for Amazon Prime Video to see if there’s an updated version available.
  2. Download and install updates: If an update is available, follow your device’s prompts to download and install the latest version of the app.

Keeping the app up-to-date ensures you have the latest features and bug fixes. However, some users may find the updating process inconvenient, and there’s a small risk that new versions may introduce new bugs.

Restart Your Device

The issue may not just be with the app but with your device as a whole. Restarting the device can flush out system issues.

  1. Power off the device: Shut down your streaming device or smartphone completely.
  2. Wait a few moments: After shutting down, wait for at least 30 seconds.
  3. Turn on the device: Power up your device and try streaming Amazon Prime Video again.

This is a classic fix that addresses a range of technical issues by giving your device a fresh start. However, it may not fix persistent or recurring issues that stem from outdated hardware or deep-seated software problems.

Check Amazon Server Status

Sometimes, the problem lies with Amazon’s servers rather than your local setup.

  1. Visit a service status checker: Use websites like DownDetector to see if other users are reporting problems with Amazon Prime Video.
  2. Check Amazon’s social media: Sometimes, Amazon will report server issues on their official social media accounts.

If the servers are down, there’s not much to be done but wait. This step reassures you that the problem is not specific to your setup and avoids unnecessary troubleshooting.

Reauthenticate Your Device

Your streaming device might have issues with its authentication token. Signing out and back into your Amazon Prime Video account can often resolve this.

  1. Sign out: Go to the settings within the Amazon Prime Video app and sign out of your account.
  2. Sign back in: After a moment, sign back in with your Amazon account details.

Reauthenticating can resolve issues related to account tokens and logins. However, frequent sign-outs can be cumbersome, and this step requires you to remember your account credentials.

Adjust the Stream Quality

If your internet connection isn’t consistently strong, lowering the stream quality can lead to smoother playback.

  1. Open Amazon Prime Video settings: Within the app, navigate to the settings or playback options.
  2. Select a lower stream quality: Choose a lower resolution that requires less bandwidth, such as 480p or 720p.

Lowering the stream quality can alleviate buffering problems but at the expense of picture clarity and detail.

Disable VPN or Proxy

VPNs or proxies can lead to connection issues with streaming services.

  1. Turn off VPN/Proxy: Disable any VPN or proxy service you might be using.
  2. Restart streaming: Try streaming Amazon Prime Video without the VPN/proxy and see if it resolves the issue.

While disabling a VPN can fix streaming issues, it may compromise your privacy if you rely on these services for security or for accessing geo-restricted content.

Reinstall the App

A fresh installation can often fix unknown issues by replacing corrupted files.

  1. Uninstall the app: Remove Amazon Prime Video from your device.
  2. Reinstall the app: Download and install the app again from the official app store for your device.

Reinstalling can be an effective fix, although it may be inconvenient, and you may lose any downloaded content or app preferences.

Update Your Device’s Firmware/Software

Outdated device firmware or software may interfere with the functioning of streaming apps.

  1. Check for updates: Look for any available software updates for your device in its system settings.
  2. Install updates: If updates are available, install them following the device’s instructions.

Updating the device ensures compatibility and optimizes performance but may sometimes introduce new software glitches or remove familiar features.

In conclusion, while it’s frustrating when Amazon Prime Video doesn’t work, the solutions listed above cover most scenarios you might encounter. From checking your internet connection to updating your streaming device, these steps can help you troubleshoot and resolve streaming issues. Fixing it yourself can be empowering and often quicker than waiting on customer support. However, for persistent problems, never hesitate to reach out to Amazon’s customer service for assistance.


Q: What should I do if none of the solutions worked?
A: If you’ve tried all the steps and still face issues, it’s best to contact Amazon Prime Video support for assistance.

Q: How do I contact Amazon Prime Video support?
A: You can reach out to Amazon Prime Video support through the help section on the Amazon website or the customer service options within the app.

Q: Can internet speed affect Amazon Prime Video streaming?
A: Absolutely. Your streaming quality is highly dependent on your internet speed. For smooth playback, Amazon recommends a minimum of 5 Mbps for HD content and 25 Mbps for 4K content.

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