Amazon Prime not working on Apple TV

Amazon staff member’s solution worked for me.

Please try the following.
 
On the Apple TV home screen, go to Settings. 
Scroll down and enter "Video and Audio" .
Set "Format" to "4K SDR" .
Close Prime Video by pressing "Home" on the remote twice quickly, then scrolling the Prime Video app up (or just restart the device). 
Restart Prime Video from the Apple TV home screen. 
This should fix playback for all affected titles.

I changed my DNS in Apple TV4K settings - Network from automatic to manual, and it fixed the problem

I found a workaround that apparently works:

• Letting it sit at the error screen for a few minutes normally resolves it.

Amazon Prime Video issues on new AppleTV 4K.

• This is an Amazon Staff suggestion.

How to solve “something went wrong” alert

[Link Edited by Moderator]

I was having the same issue with Amazon Prime… I even called Amazon to which they created a ticket… but after searching and doing this… changing the video format to the “ 4k SDK “ then restarted the Apple TV… Seems to be working now. Even have a better video playback now more crisp.

I Have a A2169 [64GB] in another room and it works on Prime, so I swapped the two out. Now the older AppleTV [A1842] works fine with prime!

SOLUTION: remove mains power from AppleTV for a minute and reapply. should be OK then.

These video settings are a good standard to use regardless of app you're using. Just make sure you also enable all settings under Match Content under Video and Audio settings. You will still get 4K Dolby Vision/HDR even with these settings as long as Match Content is enabled. This should even make lower quality videos look better. YouTube TV looked terrible until I changed Video to these settings. Lots of YouTube videos and Reddit posts explains the reason behind these recommended video settings.

Unfortunately for me, Amazon Prime Video still takes too long to load and is glitchy after following all of the troubleshooting in this forum and other forums. Did troubleshooting on first gen Apple TV 4K and the latest and greatest 4K Apple TV, two different televisions. Worked great at one point, but don't remember when the issue started for me. Late 2022 sometime?

Try a 'cold boot'. Remove power from the AppleTV for a time, at least 60 seconds, then reapply and see what happens. It worked for me [see above]

Apple TV HD, tvOS 14

That is a different model than A2169.

Verify that your devices are up-to-date. We’re on tvOS 16.1 now. That may have interaction with app compatibility. Update your Apple TV - Apple Support

Without changing any of the above settings, just change the DNS from Auto to Manual. That helped resolve all issues for me on the Amazon app.

Same problem here, exactly as ferraez describes. Model A1842 [64 GB] running tvOS 16.2. I have tried all these things, including deleting, then downloading the Prime app from the App Store and 'restarting' the AppleTV.

More information : trailer for Jack Ryan plays fine. Pokemon animation plays fine. Many original titles present as ferrara decribes.

I just wanted to let you all know that I made a mistake on my first post. It was Prime but PBS . Going to support I identified the problem as PBS not Apple TV. Just deleted the app and then added it again. Everything is fine now.

I, like many have tried all the suggestions here and nothing seems to work. Model A1842, tvOS 16.3 My other Apple TV works just fine as well as my Google Chrome TV's. This has been an on gong issue since Dec of 2022.

Sadly, the suggested “fix” isn’t going to work for me, as the TV in question is only 1080p and doesn’t support HDR (so SDR is my only option anyway).

The change is a global setting, not specific to Prime Video. The fact that our current settings work for every single other streaming app and service indicates this is 100% an Amazon issue - a global setting change should not be required and isn’t a valid fix. They need to correct their janky app, but they’re not going to do that if their customers don’t press them and stop accepting this workaround as a “fix”.

chloye wrote:

I can't get movies on Amazon Prime through Apple TV.

Do you have the Apple TV box? If so, which model? [1] [2]

Use of the Amazon Prime Video app requires signing in with your Amazon account. Do you have Prime membership on your Amazon account? Access to buy or rent or subscription content from Amazon (i.e. titles not included with Prime) requires doing the financial transaction outside the Prime Video app on an Apple device. Instead do the transaction on the web, if you meant such movies.