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user_10da95
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Tuesday, February 18th, 2025

Amazon Music not starting.

For the last 4 days, my Amazon Music App has not ben starting. Just a black screen, a short error message that starts with "Oops...", and then is dumps me back to the main menu. I have been told that this is a known issue and I have seen other posts discussing different issues with Amazon Music, but none with just the black screen and return to main menu.

I would like to uninstall and reinstall the Amazon Music App. Is this possible? If so, how can  do this?

Any info is most welcome!

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user_a5788b

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2 Messages

7 months ago

We are having the same issue.  I was eventually able to talk with a real person on 2/17 and was told that he opened an incident report and said to try again in 36 - 48 hours.  I tried again today (2/18) and got the same issue.  Since the app came pre-installed, there does not appear to be a way to uninstall it and re-install it.

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user_10da95

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4 Messages

Glad to know it isn't just me, but sorry to hear that the issue persists. Hopefully it will be resolved soon.

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7 months ago

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XfinityJamesC

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2.4K Messages

Greetings, @user_10da95! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with one of the apps on your cable box, but you have definitely come to the right place for assistance.

 

We don't really have a way to uninstall and reinstall a third-party app on your cable box, unfortunately, but you may want to try clearing the locally stored data on your cable box. If the Amazon Music app is not starting correctly, this will effectively reset it back to its unused state. Please be aware, this action will also reset the rest of your apps, so if you are currently logged in to Netflix, Hulu, Disney Plus+, Peacock, etc., you will need to log in to all those apps again as well. You can find more details about how to do this here: https://www.xfinity.com/support/articles/x1-clear-cookies-and-local-data-storage

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7 months ago

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JEDWB

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1 Message

amazon music not working now and clearing cache and refreshing system did not work. been down for 4-5 days?

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25 days ago

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XfinityThomasC

Official Employee

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2.8K Messages

Hello, @JEDWB sorry for the inconvenience. This is a known issue our engineers are working to solve. At this time we do not have solution, but we are monitoring this and will update this thread when it is resolved. 

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23 days ago

user_a5788b

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2 Messages

7 months ago

Not sure if you have retried lately but it appears Xfinity fixed this issue earlier this week.

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user_10da95

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4 Messages

Sorry for the slow reply but, yes, the issues seems to have been resolved. *WHEW*

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7 months ago

XfinityMartyR

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2.5K Messages

user_10da95 Thanks for the update, and letting us all know! 
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6 months ago

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user_9o2oeu

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1 Message

21 days ago

Having the same issue. However, the app will work on my cell phone. Can’t figure out how to delete the app. No help from customer service.

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mjvan

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2 Messages

Ditto. Refreshing and restarting the box does nothing. Amazon Music works fine on my phone. No hope Xfinity will solve it.

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20 days ago

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user_qdn3ua

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1 Message

Same. Works fine on my phone and multiple computers but not through the dvr. why is this a recurring issue?

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19 days ago

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XfinityAmandaB

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2.6K Messages

 

user_9o2oeu Thank you so much for stopping in for help with your Amazon Music app not working. If this is on your Xfinity X1 TV box on the 17th, our engineering team did put out an alert that there is a known issue they are working to resolve for the Amazon music app. For apps that are built in on the X1 box, like Netflix and Amazon, there is no option to delete/remove the app and reinstall it that you would have access to. With some apps like Netflix, you can say Reset and the app to force a restart, but this is not an option for all apps.  

 

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19 days ago

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XfinityJustinM

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291 Messages

@mjvan, our engineers are a pretty great crew! Some issues are quite complex especially when it comes to third-party applications, but our engineering team does a great job of addressing these issues. Rest assured, they'll have it fixed for you! 

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18 days ago

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user_a0z2sb

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14 days ago

The Amazon Music app is NOT even listed in the Apps area.  Spotify, Pandora, and Music Choice are there and work fine.  Restarting everything doesn't work.  Please fix this as I love the Amazon Music app as it shows all the lyrics.  Thanks!

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XfinityVictor

Official Employee

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1.6K Messages

 

user_a0z2sb Hello, are you having this issue on one of our TV boxes?

 

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12 days ago

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user_b5e06m

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2 Messages

10 days ago

 August 31, 2025,

My Amazon Music on all 5 of my televisions have not opened since August 14, 2025. They work on my cell phone and computers internet. I have contacted Amazon Music, and they said the problem is with Xfinity. The error code: APPS-04277 keeps coming up on the black screen. The executive senior technician at Amazon Music called me after I contacted the tech team by email. He tried everything to fix the problem to no avail. I called Xfinity and they connected me to the senior tech department, and they said it is a Chicagoland area problem for all Xfinity customers, and they don't know when it will be fixed. That is an unacceptable answer.

I had a Xfinity technician at my house yesterday and he didn't even know about the outage. He said it could be a software problem with Xfinity. Whatever the issue is. PLEASE get it fixed. We are paying for this service, and it is not right that it is not working on all of my televisions. It is not just my house. Everyone on Xfinity Forum is having the same problem. We need answers when will it be fixed. Thank you. 

9

user_10da95

Visitor

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4 Messages

It is definitely not just a Chicagoland area problem. I am in southern Arizona and have had the exact same issue and error code since 8/14. Xfinity has been no help. As was stated, this is completely unacceptable!

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10 days ago

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user_b5e06m

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2 Messages

Thank you for letting me know that the Amazon Music, problem is happening in Arizona and not just Chicago. So how do we get Xfinity's attention to get this fixed? I asked the Amazon Music, senior tech if he could call Xfinity but he said they can't do that. If anyone from Xfinity is reading this, PLEASE get the Amazon Music working on our televisions. 

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10 days ago

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user_d9cu90

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1 Message

Also offline in Maryland as well. Missing this a lot. Come on Xfinity I'm on day 16. I have new cable boxes 

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10 days ago

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XfinityPeterH

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2.2K Messages

 

user_b5e06m this is for sure something we are working on and appreciate your extreme patience while our engeneers work on a resolution. 

 

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8 days ago

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XfinityMarcus

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user_d9cu90 thank you for using the Xfinity Community Forums page to reach out today. I understand that you have come across some concerns with getting the Amazon Music app to work. I would be happy to assist you with this issue. Have you already attempted to clear the locally stored data on your equipment?

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8 days ago

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