Level 1

14 points

Amazon Prime Video No Longer Working On Apple 4K TV

Bought my Apple 4K TV the last week of Aug 2019 and Amazon Prime Video worked great. September 10th, 2019 it stopped working. It won’t play videos and only gives me a message, “Something went wrong. Please try again later. For more help, go to amazon.com/videohelp. First, that video help is noting but question answer nonsense. No help at all. I called Amazon and they created a ticket, but didn’t have a solution. I called Apple and they pretty much fell back on the, “well it’s a third party issue,” with no solution. Something definitely happen on the 10th of September, because I had no problems with anything until than. Does anyone have an answer to get it to work, because Apple nor Amazon does?

Posted on Sep 12, 2019 10:50 AM

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alexhughes312

Level 1

4 points

Posted on Sep 15, 2019 5:11 PM

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

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33 replies

frankie195 Author

Level 1

14 points

Sep 12, 2019 3:33 PM in response to rkaufmann87

Of course I’m a registered Amazon Prime Member, that’s how I’m able to watch Amazon’s video content. This is not just an Amazon problem, it’s both Apple & Amazon. Neither of which have the slightest clue what the issue is that’s causing it. Amazon works on all my Smart TVs, works on my XBox, even works on my iPhone. The fact that two of the most technological, advanced companies can’t do anything to fix this is ridiculous and embarrassing on their end.

frankie195 Author

Level 1

14 points

Sep 13, 2019 6:23 AM in response to Jayz1975

Jayz1975 you hit the nail on the head. Like you, I’m not going through the ridiculous hassle of changing settings just to watch Amazon and then changing it over and over for other video apps. If I want to watch an Amazon movie or series I’ll just watch utilizing my Smart TV native app.

frankie195 Author

Level 1

14 points

Sep 15, 2019 5:35 AM in response to papjo

Exactly! Apple went through the motions and then passed the buck on to Amazon, even though Amazon was the one who transferred me over to Apple. They both had they same tired troubleshooting steps. They pretty much go in circles with no actual solution. I’m happy this thread is growing, I started one on Amazon as well. More people should continue and/or start threads to get their attention. At this point neither company has done anything to resolve it.

Sep 15, 2019 5:45 AM in response to frankie195

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.

papjo

Level 2

333 points

Sep 15, 2019 4:37 PM in response to natdev

I understand. We just didn’t want to go back and forth changing settings for a show we can watch through the tv app. And others have reported that various workarounds didn’t work for them. I also expect Amazon to resolve this fairly quickly, the complaints really piled up on their forums and they’ve responded several times. I do believe it was the app update a week or so ago that caused this. We are really enjoying Carnival Row, it’s become very popular.

rkaufmann87

Level 10

148,470 points

Sep 12, 2019 12:35 PM in response to frankie195

It is an Amazon issue unfortunately. Do you have an Amazon Prime subscription?

nimrodbs

Level 1

4 points

Sep 12, 2019 2:49 PM in response to frankie195

experiencing the same thing. been now with amazon for an hour on the line and nothing came out of it. some titles will just not play with the exact same message you got.

frankie195 Author

Level 1

14 points

Sep 12, 2019 3:35 PM in response to nimrodbs

Amazon customer service was utterly inept. The most they did was creat a ticket. Apple basically passed the buck to Amazon.

nimrodbs

Level 1

4 points

Sep 13, 2019 3:47 AM in response to natdev

but then the stream remains in 1080p (HDR).. what i have found that works better is that if i switch to 4K SDR play the title and just leave it at that. i think 4K SDR is better than 1080p HDR.

Veablo

Level 1

4 points

Sep 14, 2019 1:09 AM in response to Jayz1975

Same hete. Prime app on Apple TV not working for 4K content. Native app on my Philips TV plays 4K HDR with no problems.

I'm on the latest TVOS 13 beta.

natdev

Level 1

10 points

Sep 15, 2019 4:06 PM in response to papjo

Whether the temporary workaround is worth the effort is a matter of opinion. My wife and I wanted to plow throw Carnival Row so in our case, the extra 20 seconds it takes me to get it working is OK.

papjo

Level 2

333 points

Sep 15, 2019 5:23 PM in response to alexhughes312

For me it was just Carnival Row. The Boys played normally, didn’t have to change anything. I have to say this is one weird bug.

dario245

Level 1

4 points

Sep 16, 2019 12:15 PM in response to papjo

Now for me it works all again.

papjo

Level 2

333 points

Sep 16, 2019 12:20 PM in response to dario245

Yep, they fixed it!!

nimrodbs

Level 1

4 points

Sep 16, 2019 12:26 PM in response to papjo

some of the content that didn't work before works now, some still doesn't. hope it's just a matter of a rollout. great that they are fixing it.

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Amazon Prime Video No Longer Working On Apple 4K TV