Amazon Prime Video No Longer Working On Apple 4K TV

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?

That hack worked for me. Seems the issue pertains only to 4K content. Which suggests to me that it’s an Amazon issue. Trailers, movies and other content that are simple HD play fine. Launching the app to play anything in 4K UHD triggers the error.

This was working fine about a week ago. Was there an app update Amazon pushed?

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.

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.

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 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.

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.

Cid_X, my TVs native app is able to play both UHD and HDR content just fine, so I don't believe this is only Amazon's problem. There is a direct link between the recent tvOS update and the Amazon app on the Apple TV 4K.

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.

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.

I wonder how many posts it takes regarding a genuine issue before Apple react?

I know the Amazon app was one of the last bigger TV/Movie app to join Apple TV and was quite recent in comparison. I would imagine there is quite a small team maintaining the Amazon app going by the problems occurring and the speed its taken to rectify it.

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.