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InsolentMinx
Scholar

Prime video not opening

For the past couple of days Prime Video hasn't been working at all on our black box. 

 

It opens, but then says to sign in... however from this point the whole system freezes, and we have to restart. 

 

I've reset the box, removed the app, updated the app... But it still does the same.

 

Is it just us, or anyone else having the same issue? 

Can't find any other mention of it on Google.

 

The app works fine on our phones.

 

Any suggestions?

Ta. 

6 Replies
gavs82008
Legend 5
Legend 5

@InsolentMinx 

When you say reset the box, is that a factory reset or just turn it off and on?

https://help.nowtv.com/article/hard-factory-reset-now-box-stick

FYI that I do not work for NOW, just a NOW customer trying to help
InsolentMinx
Scholar

Hard reset @gavs82008 

Holding down the button under the box for about 10 secs til the screen turns back on.

 

Have to reenter all WiFi details and stuff afterwards.

Still not working though. 

InsolentMinx
Scholar

Oh just realised, this is the black smart box.

 

Seems like that's different to just a 'black box' 

gavs82008
Legend 5
Legend 5

@InsolentMinx 

It’s still the same troubleshooting either way. 

Could be a fault with the Amazon app or the box needs a software update. 

Report the fault with Amazon to see what they can do.

 

Also report with NOW to see if they are aware of any issues. Make sure you click “chat online” within the green box and don’t click “get help quicker” as this is a bot.

https://help.nowtv.com/article/how-to-submit-a-complaint

FYI that I do not work for NOW, just a NOW customer trying to help
InsolentMinx
Scholar

FYI Prime is still not working at all, and Amazon weren't particularly helpful on the situation...

gavs82008
Legend 5
Legend 5

@InsolentMinx 

They usually aren’t helpful. Each time I’ve had an issue with Amazon video they haven’t bothered to resolve it apart from giving me credit. 
Which is why I no longer rent or buy content from them.

FYI that I do not work for NOW, just a NOW customer trying to help