Prime Video not launching with Xfinity app

Problem started last month...

If I speak into my Xfinity remote to open Prime Video, it launches with typical blue screen Prime Video logo and 3 white dots on the bottom. After a couple of minutes the 3 dots/logo disappear but the blue screen stays and does not go away. Prime Video doesn't launch. Ive restarted every device and no change.

If I use the Samsung TV remote with a Prime button, Prime Video launches with a menu and other Prime TV programs (i.e. Thursday Night Football). When I select the TV program (TNF) it launches but sound only from TV speakers NOT surround system.

I want to watch Prime Video with my surround sound, not TV speakers.

Comcast/Xfinity cable, Samsung TV HDMI (eARC) to Denon 5.1 surround system, Prime Member.

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BIslander

Problem Solver

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555 Messages

2 days ago

Two separate issues. Xfinity failure to launch Prime Video needs support from Xfinity. But, for audio from your Samsung TV apps, check the set to see whether the audio output has changed to TV speakers.

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user_28aebf

Visitor

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6 Messages

Thank you for your reply. Yes. I figured out the no surround sound issue, TV anynet+ HDMI wasn't selected in Expert Settings which then made eARC HDMI available to select in the TV sound source options (only had TV, Optical, Bluetooth)

Soooo, don't need the Xfinity remote to connect to Prime Video for now, although I don't like messing with 2 remotes.

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2 days ago

XfinityEmilyB

Official Employee

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2.5K Messages

1 day ago

user_28aebf Welcome to our community forum! You've reached the perfect place to get help with launching your favorite streaming apps with the Xfinity voice remote. Please try the follow steps and let me know if the issue persists.

Uninstall and reinstall the app: Remove the Prime Video app from your Xfinity box and then install it again. You will need to sign in afterward.
Refresh your system: Follow these steps to perform a system refresh from your TV.
Use the Xfinity Assistant: Open the Xfinity Assistant online, through the Xfinity app on your phone, or through the X1 box and run a diagnostic check. What are the results?

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BIslander

Problem Solver

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555 Messages

1 day ago

@XfinityEmilyB I am not aware it's possible to install or uninstall apps like Prime Video on an X1 box. How do you do that?

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XfinityPaula

Official Employee

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1.7K Messages

BIslander I'm sorry, we may have been thinking of the app on a mobile device. You can clear the storage on the app for X1 devices. Does clearing the storage help with accessing prime?

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8 hours ago

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user_28aebf

Visitor

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6 Messages

Thank you both for following up. I'm going to try clearing the storage per link and see if that helps.

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2 hours ago

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XfinityEmilyB

Official Employee

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2.5K Messages

user_28aebf Sounds like a plan! Please keep us posted with your results so we can make sure this is resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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BIslander

Problem Solver

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555 Messages

6 hours ago

@XfinityPaula I'm not the one with issue. That's a question for @user_28aebf

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BIslander

Problem Solver

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555 Messages

3 hours ago

@XfinityPaula Nope. Just asking about whether users can install third party apps. Thanks for confirming that's not something we can do.

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user_28aebf

Visitor

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6 Messages

2 hours ago

@XfinityPaula UPDATE: Cleared storage per link and performed system refresh (unplugged everything for 5 minutes). Spoke Prime Video into X1 remote, Prime Video blue screen opens and quickly switches to the page of "Who's Watching". Pressed "Me" and Prime Video page launched/populated and appeared to function normal.

Turn TV/surround system off to verify function. Again, asked for Prime Video in remote, and its back to the typical blue screen Prime Video logo and 3 white dots on the bottom which eventually disappear and nothing happens...same issue...

(edited)

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XfinityAlfonso

Official Employee

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2.2K Messages

Hello user_28aebf thanks so much for following up with these troubleshooting steps that you've taken! When reconnecting the TV surround sound system, does this then allow you to get into Prime Video again, or does it just stay on the loading screen?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 hour ago

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user_28aebf

Visitor

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6 Messages

Not sure what you mean by "reconnecting TV SS"? My TV/surround is turned on/off with Alexa via smart plug so no remotes needed. My only access to Prime is through the TV's remote (not X1 remote) that has a Prime Video button.

(edited)

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48 minutes ago

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XfinityEmilyB

Official Employee

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2.5K Messages

user_28aebf Thank you for clarifying that for me. I'd like to access your account to troubleshoot further until we find a resolution.

Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and help.

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.
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31 minutes ago

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user_28aebf

Visitor

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6 Messages

@XfinityEmilyB Just sent to Xfinity Support

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18 minutes ago

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user_28aebf

Prime Video not launching with Xfinity app

BIslander

user_28aebf

XfinityEmilyB

BIslander

XfinityPaula

user_28aebf

XfinityEmilyB

BIslander

BIslander

user_28aebf

XfinityAlfonso

user_28aebf

XfinityEmilyB

user_28aebf

@XfinityEmilyB Just sent to Xfinity Support

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