Help

Solve Issues on Your Fire TV, Smart TV, or Streaming Device

If you're having trouble watching Prime Video on your TV, here are some solutions that may help.

Here are some things to try:

Restart your device

Problems with your internet connection or low bandwidth can cause streaming issues unrelated to the Prime Video service.

Restarting your device, Internet modem, and router can resolve many intermittent connectivity issues.

Temporarily pause other Internet activity

Are there many other devices connected to the same internet network you're using?

Temporarily pause activities like file downloading, online gaming, and video streaming on other devices connected to your network. These activities can impact your connection speed and streaming quality.

Update your device firmware

Check to see if there are any firmware updates available for your device.

Device manufacturers regularly release firmware updates you can download to your device over an active internet connection.

Most devices also feature manual steps for firmware updates in the "Settings" menu. The user manual for your device generally includes information about accessing and managing firmware settings, as well.

For more information for TVs and game consoles, go to About Updating Your Device Firmware.

For more information on Fire TV, go to Device Software Updates.

Check the connection to your Internet Service Provider (ISP)

If your connection speed is much slower than usual, we recommend contacting your ISP for additional help.

HDCP

HDCP works specifically to prevent unauthorized duplication of High Definition (HD) and Ultra High Definition (UHD) audio and video content. Streaming media players and devices or hardware connected to your device use HDCP.

Prime Video automatically detects whether your connected devices and setup meet these requirements. If not, a notification typically displays onscreen to let you know. The video also switches to a format your device can support (for example, HD instead of UHD or SD instead of HD).