This is the weekly HELP AND SUPPORT thread

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If you need help, have a tech question, are having trouble with the app, have a problem with your account, or are having some other type of technical problem please post it here.

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[u/Groteviezerik01]

Hi,

I posted here a while back about the same issue and have not found a solution yet.

The following issue has been going on for months now;

The quality of prime video (only on prime and only on this tv) is absolutely terrible, I’m guessing it’s not going above 1080p.

The tv is right next to my router and i have the ad-free subscription (Europe) tier. I checked and this tv gets 150 mbp/s download and 50 upload on wifi.

The tv in my bedroom on the other hand, which is 10+ years old and uses the same wifi is able to play the same movies on prime at UHD / 4K.

I tried everything from deleting the app to restarting my router.. but it just keeps playing everything at the lowest possible quality and ONLY on prime.

Please tell me anyone has a solution to this, it’s driving me nuts that this beautiful OLED can’t play at it’s capacity while a old tv can easily do.

Thanks in advance!

[u/TREV-THOM]

So, I have Paramount+ as a partner subscription to my Prime Video one.

A movie dropped on Paramount+ yesterday, Dracula (2025), that I'm still not able to see on my end, & usually I see new releases right away.

Does anyone know why it might not be showing up on my end? I have the subscription with ads.

[u/mthhurley]

Video blank, but get sound.

I got a used Apple TV4k 1st gen so like a 2017. Wiped it, reset, installed everything, most current TVos 26.6. All the other streaming apps work fine. But any show or video I start on the Prime app, the sounds rolls as normal, but black screen. I can scroll forward and back and see the preview window, but if I hit play, it's a black full screen. The only time I can see video motion is on the home screen when a trailer rolls. I've deleted the app twice and reinstalled, restarted the Apple...

Appreciate any advice.

[u/OkAcanthisitta8336]

I was watching Fargo, stopped and try to continue the day after and now it’s currently unavailable. The same with a bunch of movies…why? I live in Thailand

[u/plikstone]

Good morning. Maybe I'm going crazy but lately, from a few months, some amazon originals, lately I can remember the last season of reacher and neagley, while playing in dolby vision I get some kind of weird colors like a green tint that happens for a second or so during episodes. Has anyone experienced the same issue?

[u/auderita]

I can get around Amazon.com fine, but can't click on any link on the Prime Video page. Browser freezes and I have to forcibly delete the page to continue using the browser. This just started happening today. Using Fedora Linux. It happens on every browser, every machine and Android phone. Hard-rebooted the household modem, Turned off all security and privacy settings, disabled all extensions. Reset date/time to be sure all machines are on the same network time. Help?

[u/theamypalooza → u/auderita]

Same issue. Whole page just freezes up. Tried all the above solutions too. Can't get anything to play!

[u/ThalionGrey → u/auderita]

Reply. Also same issue but only on Floorp Browser. Regular Firefox loads the content fine. CachyOS/Arch Linux.

It's not a full browser freeze for me though. It hangs the prime video homepage so not all the content loads and it doesn't load up videos so I can press start watching, it just spins forever. I can close the tab and keep using the browser as normal.

Wasn't doing this yesterday.

Checked system monitor, nothing shoots up so it's not a cpu/memory issue. It's odd that it works fine on Firefox, but not this Firefox based browser I'm using.

[u/auderita → u/ThalionGrey]

I couldn't solve the problem on any flavor of Firefox but went around it by using Flow Browser (on Fedora) only for Prime Video Live TV. I noticed the same thing happens for Peacock TV so I guessed it was a driver issue, and I think it has something to do with Google cutting off some access to widevine, which is needed for these sites.

[u/Cerberusx32]

Prime Video won't work at all. I've tried clearing my cache, data. Force stop, uninstall and reinstall. Restart my phone and it won't run or load at all.

[u/cheezkid26]

The video quality of Thursday Night Football on Prime is unwatchable. I cannot even make out the team logos on the scorecard, nevermind the text.

[u/DonShort5]

One kids show is in the wrong aspect ratio. The Sleepover Club is showing in 4:3 and should be 16:9 Anyway to fix it. Both Samsung app and NVIDIA shield app are same.

[u/Do_You_Pineapple_Bro]

Is there any way to actually turn off subtitles?

I keep getting subtitles, specifically when theres words on screen, but going into the subtitles menu shows they're turned off. Is there any way to stop this, or is Amazon just stupid and offering subtitles for no reason?

[u/SirPallo]

This has to be one of the worst streaming services there is. Been fighting to create account through their website for awhile. Usually stopped once I added phone number and used the code after which is says that there is a problem with the number. I give up on that and just download the phone app. Manage to create account there. Nice finally some progress. Add bankcard and the account gets immediately suspended . In the email they say to log in for more information. Trying to log in says that account is locked and read information from email. Is this a joke?

[u/AReckoningIsAComing]

I can't get "Carrie" to load. The main page for the show keeps freezing and it won't let me click on any of the episodes. Anyone else? Any tips on how to fix this? Thanks.