Prime Video Not Working? 12 Fixes to Try (2026)

You hit play on a show, and Prime Video stalls. Maybe it buffers endlessly, freezes on a black screen, throws a numbered error code, or refuses to load past the spinner. The picture might judder, or the app might insist it can't connect to the internet at all.

Most of these problems trace back to a handful of common causes: a temporary app glitch, a weak connection, an out-of-date app or browser, or hitting Amazon's stream limit. A smaller set comes from sign-in, payment, or content-protection issues that need a specific fix.

The fixes below are ordered quickest and most common first. Start at the top and stop as soon as playback returns. Each one names exactly what to do and where to tap.

Restart the App and Your Device

This is Amazon's primary fix for freezing, buffering, and most playback error codes, and it clears the temporary glitches behind the majority of failures.

1. 1.Close the Prime Video app on your device, or close your web browser if you're watching on a computer.
2. 2.Restart your computer or connected device.
3. 3.Confirm your device or browser has the latest updates installed.
4. 4.Reopen Prime Video and try playing your title again.

If a clean restart fixes it, you're done. If not, the cause is more specific, so keep going.

Check and Strengthen Your Internet Connection

Slow or unstable bandwidth is one of the most frequent culprits. Amazon's recommended minimums are 1 Mb/s for SD content and 5 Mb/s for HD content.

Pause other internet activity, especially if other devices are using the network at the same time. Then check your connection; you may need to restart your connected device and your modem or router. Power-cycle the router, wait for it to fully come back online, and reconnect.

On weak connections, lowering the streaming quality from Best to Better or Good reduces bandwidth demand and can stop buffering. Lower resolutions use a fraction of the bandwidth of 4K.

Update the App, Browser, or Device Firmware

An out-of-date app, browser, or operating system causes playback errors that a restart won't clear.

In Google Chrome, type chrome://settings/help in the address bar (or open the menu, choose Help, then About Google Chrome), let any update install, and relaunch. In Mozilla Firefox, open the menu, choose Help, then About Firefox, install any update, and relaunch.

On a Fire TV, go to Settings > My Fire TV > About > Check for System Update. On a Fire Tablet, go to Settings > Device Options > System Updates > Updates: Check Now. On other connected devices, confirm the firmware or operating system is current in the device's own Settings menu.

Confirm You're Within the Stream Limit

Prime Video caps simultaneous streaming, and exceeding it stops playback even when everything else is fine. The limit has two parts that are easy to confuse: you can stream up to 3 different titles at once per account, but no more than 2 devices can stream the same title simultaneously.

Check whether anyone else on your account is watching. Stop the extra streams, or pick a different title if two devices are on the same one, then try again.

Force Stop or Clear the App's Cache

A corrupted app cache produces glitches that survive a normal restart. The steps differ by platform.

On Android, open Settings, find the Prime Video app, and tap Force Stop. If the trouble continues, go to Settings > Apps > Prime Video > Storage, tap Clear cache first, and only tap Clear data if needed (Clear data signs you out and resets the app).

On Fire TV, press Home, then go to Settings > Applications > Manage Installed Applications > Prime Video. Select Clear cache first, since this keeps your logins and settings. If the problem persists, select Clear data, which resets the app to default and signs you out. To clear everything at once, go to Settings > Applications > Clear all Application Caches and confirm.

On iPhone or iPad, there is no in-app cache clear. First force the app closed: open the App Switcher and swipe the Prime Video preview up off the screen. If problems continue, delete the Prime Video app and reinstall it from the App Store, which is the iOS equivalent of clearing its data.

Fix "Can't Connect to the Internet" on a Smart TV or Streaming Device

If a smart TV, set-top box, or streaming stick shows a connection error, work through these checks.

1. 1.Confirm the device is connected to the internet (you can usually check in the device's Settings menu).
2. 2.For Wi-Fi, make sure you entered the correct network password.
3. 3.If the device is on your router but still errors, restart the device and your home network gear, including the modem and router.
4. 4.Confirm the device's firmware or operating system is up to date.

Disable Your VPN, Proxy, or Custom DNS

An active VPN or proxy server can interfere with playback. Turn off any VPN or proxy and try again. If your other devices connect fine but one keeps failing, update that connected device's DNS settings, since incorrect DNS can block Prime Video specifically.

Remove and Re-add Prime Video on Roku

On Roku, removing and reinstalling the channel clears a stubborn install.

1. 1.From the Roku Home screen, highlight the Prime Video channel.
2. 2.Press the Star (*) Options button on the remote.
3. 3.Select Remove channel and confirm.
4. 4.Restart the Roku from the system menu.
5. 5.Re-add Prime Video from the Roku Channel Store and sign back in.

Fix Sign-In Problems and Error 5004

Credential issues lock you out before playback even starts.

1. 1.Confirm you're using the correct email address and password for the account you want.
2. 2.If you've forgotten your password, click "Forgot your password?" on the sign-in page to reset it.
3. 3.Try again, since temporary connection issues cause some sign-in failures.
4. 4.If you can't sign out of a device, go to Account & Settings > Your devices on the Prime Video website and click Deregister next to that device.

Resolve Content-Protection Error 7279 on Desktop

Error 7279 is specifically a desktop HDCP and content-protection issue, not a generic playback bug, so the fixes target your hardware rather than the app.

1. 1.Confirm your web browser has the latest updates.
2. 2.Update your drivers, including graphics card drivers.
3. 3.If you can, connect your monitor or TV using a different cable.
4. 4.Disconnect any secondary displays you aren't using.
5. 5.Restart your computer and try again.

More broadly, any external device should connect to your TV using an HDMI cable compatible with HDCP 1.4 for HD content, or HDCP 2.2 for UHD and HDR content.

Update Widevine for Error 7235 in Chrome

Error 7235 is Chrome-specific and is fixed by updating its content decryption module, not by reinstalling the app.

1. 1.Make sure Chrome is fully up to date via the menu and About Chrome.
2. 2.Type chrome://components in the address bar, press Enter, find "Widevine Content Decryption Module," and select "Check for Update."
3. 3.If it still fails, open the Chrome menu (three dots) > Settings > Security and privacy > Site settings > Additional content settings > Protected content IDs.
4. 4.Enable both "Sites can play protected content" and "Sites can use identifiers," then restart the browser.

Sort Out Payment and Billing Errors

Codes such as 2063, 2016, and 7035 are billing problems, not playback problems, and they block purchases, rentals, or add-on subscriptions.

1. 1.Go to Account & Settings for memberships and add-ons, or "Update Your Payment Method" for purchases and rentals.
2. 2.Verify the card number, expiration date, and 3-digit security code are correct.
3. 3.Confirm the card supports e-commerce transactions and has sufficient funds.
4. 4.If it still fails, contact your card-issuing bank or try a different payment method.

If you subscribed through Apple on iOS, the card that matters is the one in your iTunes & App Store settings, not the card in your Amazon account, so update it there.

Frequently Asked Questions

Why does Prime Video stop when someone else in my house is watching?
You've likely hit the stream limit. An account can stream up to 3 different titles at once, but only 2 devices can stream the same title at the same time. Stop an extra stream or switch one viewer to a different title.

What internet speed do I need for Prime Video?
Amazon recommends a minimum of 1 Mb/s for SD content and 5 Mb/s for HD content. On a weak connection, lowering the streaming quality from Best to Better or Good cuts the bandwidth demand and can stop buffering.

How do I clear the Prime Video cache on an iPhone?
There's no in-app cache clear on iOS. Force the app closed by swiping it up in the App Switcher; if that doesn't help, delete the app and reinstall it from the App Store, which resets its data.

The picture judders or looks like a soap opera. How do I fix it?
That's your TV's motion-smoothing setting, not Prime Video. Turn the Motion setting Off in your TV's menu. It's named differently per brand, such as Auto Motion Plus, TruMotion, MotionFlow, CineMotion, or Motion Picture.

Is Prime Video down right now?
If multiple devices fail at once after you've restarted them, the issue may be a server-side outage. Check a service-status site or Prime Video's official status channels before troubleshooting further.

I pay for Prime Video through another provider and have a billing problem. Who do I contact?
If you access Prime Video through a third party, that provider handles billing, subscription, and cancellation queries, not Amazon. Contact your provider directly.