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Common Amazon Prime Video problems and how to fix them

Amazon Prime membership provides users with access to thousands of shows and movies and original content like The Wilds, Utopia, and The Expanse, but that doesn’t mean anything if you can’t get Amazon Prime Video to work correctly. Whether episodes won’t download for offline viewing, you keep getting error code after error code, or your internet connection isn’t strong enough, missing out on your guilty pleasure or must-watch sensation is frustrating, to say the least.

Fortunately for you, we’ve compiled the most common Amazon Prime Video problems and how to fix them, so you can get back to binge-watching in no time. Note that you will need a paid Amazon Prime Video account and be located in the United States or a U.S. territory to access the service’s full features.

Amazon Prime Video
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Issues with Amazon Prime Video

Virtually every Amazon Prime Video user has encountered these delightful little messages (often at the best part of the episode), but what do they mean, and what can you do to make them go away? While there is a long list of these codes (such as 1007, 7031, 8020, 9074, etc.), they all have similar solutions, mostly related to software, hardware, cables, or the quality of your internet connection. Should you have an error code disrupt your viewing, try the following advice to see if any of these things could be at fault.

  • Exit the Prime Video app on your smart TV, console, tablet, smartphone, or PC and restart it. A great place to check online to see if there is an outage being reported is
  • Check that you have the latest updates for your browser, device, or smart TV and that you’re not logged into more than two devices simultaneously.
  • Those using an external device to access Amazon Prime Video should ensure that the HDMI cable connecting your display or smart TV is compatible with HDCP 1.4 (HD content) and HDCP 2.2 (UHD/HDR content).
  • Perform an internet speed test to check your network performance — Amazon recommends a minimum speed of 1Mbps for streaming standard content and 5Mbps for HD or higher-resolution content.
  • Consider pausing the internet connection of any other devices connected to your network or disabling your router for a minute and turning it back on. If your router is old, you may want to consider an upgrade.
  • Issues with devices not responding to Alexa commands can be resolved by unpairing and re-pairing the device via the Alexa app.
  • If you are still encountering issues with one device but not others, check with your device’s manufacturer to update your DNS setting and disable any proxy servers or VPNs (if applicable).

Issues with Amazon Prime Video on mobile devices

If the above solutions haven’t done anything to resolve your issues, it’s likely some issue with the device itself. Since mobile devices and smartphones have proprietary apps and operating systems to access services like Amazon Prime Video, they have their own unique solutions. Performing a hard reset will often clear up your problems, but here’s how to fix them in case that doesn’t help.

Amazon Prime Video on Android

Clearing the app data can often resolve connection issues on Android. Tap Settings > Apps/Application Manager > Amazon Video. Tap Clear Data, then tap OK. Note that you may also have to sign out of the app and sign in again (as well as with Amazon Underground, if you make use of it). You can also try resetting your mobile internet connection by putting your device in airplane mode for a few seconds. Also, make sure you’re running the latest version of the app. If all else fails, delete the app and reinstall it.

Amazon Prime Video on iOS

For iPad and iPhone users, restarting the app, re-downloading Amazon Prime Video content, deleting the app, and reinstalling are the only options. You can also try resetting your mobile internet connection by putting your device in airplane mode for a few seconds. Also, make sure you’re running the latest version of the app.

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Daniel Martin
Former Digital Trends Contributor
Daniel Martin is a technology expert, freelance writer, and researcher with more than a decade of experience. After earning a…
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