Amazon app issues

Amazon will mostly not launch. Click on the app button, Prime Video Screen appears a s the 3 "loading" dots appear.....and stay there for 5 minutes then the screen goes black and no Amazon service.

Unplugged tv/router and reset set-top box multiple times and it sometimes works.

The Xfinity assistant doesn't work and getting someone on the phone is basically impossible.

This is ridiculous

Responses

U

user_f831fb

Visitor

•

3 Messages

2 months ago

We have the same problem. No solution Xfinity or Amazon has offered over the past 6 months has fixed the problem. Xfinity even sent a tech to the house and they were stumped. All other apps launch fine from x1. I'm now only able to access prime video through my smart TV. It's frustrating.

1

0

XfinityAmandaB

Official Employee

•

1.4K Messages

user_f831fb and @user_fbfcf9 Thank you for letting us know you are running into this issue with the Amazon app freezing when launching. I have run into a similar issue with Netflix and Max on different boxes. With Max, I have to say the name of a show or novice I know is available there and on Max into my Xfinity voice remote to get it unstuck. Once in the application, I can use the menu to get back to the home page. For Netflix, I can say reset Netflix if it is stuck on the loading screen with the red N. This takes a moment to reset the app and then it will restart. If you haven't already tried those option with Amazon Prime could you give them a try to see if you can proceed past that loading screen.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 months ago

0

X1

user_fbfcf9

Amazon app issues

Was this helpful?

user_f831fb

XfinityAmandaB

New to the Community?