Amazon Prime Video app

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Level 1

8 points

Amazon Prime Video app

We’ve been watching shows on our AppleTV 4K on the regular. We kick it on tonight and it sticks on a black screen with the “Prime Video” logo. I went to Apple TV settings & found the app, cleared its history & cycled the Apple TV off then on. Same result.

I uninstalled the Prime Video app. Cycled off then on. Went to App Store and initiated download of Prime Video app. Now the bar where I initiated the install is a spinning arrow, no progress.

I googled and someone suggested deregistering the Apple TV device from the Prime Video account. Did that. Cycled off & on. Same spinning arrow.

Summoned Amazon customer support. They called immediately! He had me take the additional step of unplugging the modem & restarting everything. Same spinning arrow. He suggested I contact Apple Support.

BTW...random selection of several other Apple TV apps we use regularly still work. Prime Video on the iPad still works. I can even throw it to the TV via the Apple TV. But the App Store Prime Video install button still spins an arrow.

What gives?

Apple TV 4K

Posted on Oct 15, 2020 8:07 PM

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Answer 1

MoonJ.

Community Specialist

Oct 20, 2020 10:44 AM in response to Kansas Slim

Hey there Kansas Slim,

We'd like to see how we can help with your Apple TV and your Prime Video app. We enjoying watching content on our Apple TVs and want to get you back to enjoying yours too.

We'd like to ask a couple questions to help us gain a better understanding. Are you able to download other apps from the Apple TV App Store?

Purchase and download apps on Apple TV

We'd also like to check to make sure your Apple TV is updated. Here's a great guide that shows you how to do that: How to update your Apple TV

Keep us posted on your findings, we look forward to working with you to get this resolved.

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Answer 2

Kansas Slim Author

Level 1

8 points

Oct 20, 2020 6:02 PM in response to MoonJ.

I guess the one thing I didn’t do was a restart (or reset?) from somewhere in the Apple TV settings menu. I wasn’t home, but the Mrs tried that and got it working. But thanks for following up!

And to answer your question, we didn’t have any issues using any other apps. I didn’t try to download any other app from the App Store, but as I navigated around in it, it seemed to work as it should. It just got hung up trying to download the Prime Video app until my wife did the restart from the menu. I had restarted the Apple TV just with the “Sleep” function several times.

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Amazon Prime Video app

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