Troubleshoot Internet Connection Issues with Your Connected Device
What to do if the Prime Video app on your Connected Device doesn't connect to the Internet.
You may encounter an error message while using the Prime Video app if you’re experiencing issues with your Internet connection. Try the following steps if you’re having problems:
- Check that your connected device (such as a smart TV, set-top box) is connected to
the Internet. You can usually check your connection in your device's Settings menu.
For connections made via Wi-Fi, make sure you've entered the correct password for your Wi-Fi network.
- If your device is connected to your router, but still encounter error messages, restart your connected device and any home network devices like modems or routers. If the issue persists, and if you can access the Prime Video app on another network, the issue may be with your Internet Service Provider. Contact your ISP and ask them to check if DNS traffic (port 53) is blocked on your network, and for assistance in removing that block.
- Check to make sure that your device's firmware or operating system is up to date.
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