Help

Solve Issues on Your Computer

If you're having trouble watching Prime Video through your computer's web browser, here are some solutions that may help.

Here are some things to try:

Verify Minimum System Requirements

To watch Prime Video, your computer, web browser, and Internet connection need to meet minimum system requirements.

To learn more, go to System Requirements for Computers.

Try a Different Web Browser

If you have another web browser available on your computer, try using it instead. There may be a temporary problem or incompatible setting with the browser you originally used for video playback.

Supported browsers include:

  • Chrome (latest version)
  • Firefox (latest version)
  • Internet Explorer (version 11 or newer)
  • Microsoft Edge
  • Safari (version 7 or newer)
  • Opera (version 31 or newer)

Tip: To watch Prime Video on your computer, we recommend using a browser that supports our HTML5 web player:
  • Chrome (version M42 or newer)
  • Firefox (version 47 or newer)
  • Internet Explorer (version 11 or newer)
  • Microsoft Edge on Windows 10
  • Opera (version 31 or newer)
  • Safari (version 10 or newer on macOS Sierra)

The HTML5 player is optimized to work with our service, and doesn't use separate browser plugins to play video content. It also includes features like Auto Play and playback in 1080p High Definition.

For Help with the Silverlight player on Safari and previous versions of Internet Explorer, see the section below.

HDCP for Prime Video on Computers

You can only stream Prime Video content in HD through your computer's web browser if your computer and connected display screen meet HDCP requirements.

If your computer or connected display do not meet HDCP requirements, the video you're watching will play in Standard Definition, and you'll see an error message in the player window.

Note: Some Video Graphics Array (VGA) and Digital Visual Interfacce (DVI) connections and monitors don't support HDCP, which may prevent your computer from meeting HDCP requirements.

Resolve Silverlight Issues

Microsoft Silverlight is a browser plugin used to play video content on Safari and some previous versions of Internet Explorer.

Enabling and clearing Silverlight application storage resolves most intermittent Prime Video playback problems on these browsers.

To turn application storage on:

  1. Right-click the player window, and then select Silverlight.
  2. Open the Application Storage tab, and check the box next to Enable application storage.

To clear application storage:

  1. Right-click the player window, and then select Silverlight.
  2. Open the Application Storage tab. In the "Website" column, select http://g-ecx.images-amazon.com/.
  3. Click Delete, and then click OK.
  4. Close and re-open your web browser, then try streaming the video again.

For more information about Silverlight application storage, go to .

If you're still experiencing streaming issues, go to Microsoft Support to uninstall and reinstall the Silverlight player:

  • For PC: Go to , click the Microsoft Fix It button, and then follow the on-screen instructions.
  • For Mac: To uninstall Silverlight, go to . After uninstalling, go to to reinstall.

Note: Silverlight is not currently supported on non-Intel Mac (PowerPC processor) computers and Linux/UNIX operating systems (including Chrome OS). You can use Chrome to watch Prime Video on Linux/UNIX systems.

Reset DRM Licenses

Digital Rights Management (DRM) is an access control technology set by content owners to manage the use of their protected digital content. Your computer's display must meet content protection requirements, and changes to your computer, monitor, or system settings can cause intermittent issues with DRM technologies.

Resetting your DRM Settings can resolve many video playback issues.

To automatically reset your DRM Settings on a Windows PC:

  1. Launch Microsoft's .
  2. Click Save File to download ResetDRM.exe, and then click Run.

To manually reset your DRM Settings on a PC or Mac computer:

  1. Find the mspr.hds file on your computer.

    • Windows 7 and above: C:\ProgramData\Microsoft\PlayReady
    • Windows XP: C:\Documents and Settings\All Users\Application Data\Microsoft\PlayReady
    • Mac (from Finder): Macintosh HD/Library/Application Support/Microsoft/PlayReady (Note: You may first need to select Go > Computer > Macintosh HD )

  2. Rename the mspr.hds file to anything else (For example: old_mspr.hds).
Important: Removing your mspr.hds file can affect videos you play on your computer using other media players.

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