Amazon Prime Video No Longer Working On Apple 4K TV

The same thing happened to me, around the same time, specifically with the Amazon show The Boys

its seems like its an HDR issue, changing my ATV video output to 4K SDR has eliminated the issue

I changed my Apple TV video output to 1080pHDR and it \didn't work, but both 1080p SDR and 4K SDR are working normally

Switch your Apple TV’s video to 1080p, start Carnival Row, Switch the Apple TV video back to 4K then resume playback. It’s a hack but it worked for me.

As Shappaeye above notes Amazon knows about the issue and is working on a bug fix. It seems to have occurred with the last update to the video app about a week or so ago. They have responded on their own forums about the issue stating they are working on it. Certain work arounds may or may not work but not worth doing in my opinion. And no amount of swiping or rebooting will do anything. My tv as well as many others have a native Amazon app which we used to watch the series that wouldn’t play on the ATV. That’s my workaround until Amazon fixes this. Or use your iPad, it works fine.

if you did not already, try stopping the Amazon Prime app, switch to 1080p, launch Amazon Prime, start Carnival Row, then switch back to 4K. These are the steps I took with my Sony XBR-65A8F.

I believe the issue is isolated to all 4K HDR content on Amazon Prime. 4K content with no HDR seems to work without issue. The same problem exists on my TVs native Amazon Prime Video app as well. This is Amazon’s problem.

Try playing The Expanse (UHD) and see if it plays for you.

As other Apple TV apps are giving me 4K content without error, the problem is either an issue with a new version of the Amazon Prime app (updated 1 week ago) or an issue with Amazon's streaming servers. If no one is noticing the issue using Android TV or Rokus, I would be more likely to suspect the app has a bug. If everyone reports the issue to Amazon (including what they had to do to make it work), I suspect they could fix it quickly. I will submit a bug report myself and suggest you do the same.

I have reported the issue to Amazon, they were not much help, they asked me to:

Deregister my Apple TV 4K then re-register it; this didn't work.

Next;

They asked me to update my firmware on the Apple TV, which was already up to date.

Next;

The asked me to carry out a full factory reset of my Apple TV, which I reluctantly did... Guess what, same issue when I set it all up again.

They have have not responded to my reply telling them none of their steps worked. I'll update post here if and when they do.

Did you exit the Amazon Prime Video app via the Menu button or by double-clicking the button on the right then swiping the app upward to terminate it?

I have found that normal HD content works on the Amazon app but some of the HDR/4K material doesn’t. Some of the 4K stuff does work, like Expanse if I remember rightly and some other 4K titles. Carnival Row doesn’t work anymore and I watched that in 4K a few weeks ago. I’ve looked around the web and found other people with similar issues. App error maybe?

I have exactly the same issue, started 2 days ago, except my error comes up with a Spanish title and English text saying “Algo salió mal” (I don’t know why this is in Spanish as my settings are all set to English UK), the dialog then has the following text “Please try again later, Fro help go to amazon/com/videohelp”.

The setting to 4K SDR does not work for me, haven't tried setting to 1080 as I don't want to lower my viewing content resolution. I've reverted to using the Amazon app native to my Samsung TV until Amazon/Apple resolve this issue which only seemed to occur after the recent tvOS update.

The point is that we can reproduce what appears to be a bug in the Amazon Prime app for Apple TV with a workaround. If we all report it to Amazon, they should be able to fix it quickly. I recommend sharing your Apple TV version information as well when submitting the bug.

I just ran into this issue last night Saturday 9/15. It was Carnival Row. We had watched the first episode previously maybe a week or so ago with no problems on our Apple TV 4K. Last night we tried to watch the next episode and got the something went wrong notice. All other titles that I tried worked properly. And oddly Carnival Row played with no issue from our Sony tv’s native Amazon app. It also played properly on my iPad Pro Amazon app. This is only a problem on the Apple TV. I contacted their support and went through all the steps others mentioned above with no success. Then the rep said there were reports of an “outage” for some customers. That really sounded like a response to just get me off the phone.

The hack didn't work for me. I discovered that some of the 4K content will play on the Apple 4K TV. There are other movies that won't play besides Carnival Row. I think that Carnival Row used to work and this is a recent problem. I don't know if the Prime App was recently updated (I have auto update on.), but if so, I suspect that the update broke something. Apple and Amazon need to get their respective heads together on this one.

Just spoken to Amazon and this was their response...

Thanks for waiting.

I have checked with our technical team and they said, this is a known issue. They are already in the process to find the bug.

We are really sorry for any inconvenience has caused to you.

They will surely resolve this issue as soon as possible.

I've the same problem, started today. TV is only 1080p so 4K not an issue as far as being able to see that resolution. Apple's iOS 13 is a complete disaster and I have not updated any iPhones or pad etc. but Apple TV updated automatically. Between that and Amazon Prime something went wrong and it's not at my end.

REALLY wished Amazon would get their crap together and resolve this.,

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