Visitor
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6 Messages
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.
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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XfinityEmilyB
Official Employee
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2.5K Messages
1 day ago
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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BIslander
Problem Solver
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555 Messages
7 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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