11-02-2019 01:12 AM
I have a Model UN55MU6300F Smart TV. Recently the Prime Video app stopped working. Sometimes it would just load forever, then tell me there is insufficient bandwidth, although there is plenty. Other times it would load the series I've been watching, The Grand Tour, but none of the episodes will play. About a week before this started happening I had to change my Amazon password but that caused no problem, until now. I wonder if that has anything to do with it. If so, how can I update my login and password on the app?
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18-02-2019 08:17 PM
I'm set to auto-update and the software is 1262.0, the latest. After struggling with this for a couple of weeks and getting Samsung email support, we found the solution. I had to go to my Amazon Prime Video settings on the web and de-register my TV. Then start the Prime Video app on the TV and sign in again and it worked.
18-02-2019 08:01 PM
Let's just check on a couple of things @Oldyellr. What's the current software version of your TV? Go to Home > Settings > Support > About This TV. Are all your other apps working OK?
18-02-2019 08:17 PM
I'm set to auto-update and the software is 1262.0, the latest. After struggling with this for a couple of weeks and getting Samsung email support, we found the solution. I had to go to my Amazon Prime Video settings on the web and de-register my TV. Then start the Prime Video app on the TV and sign in again and it worked.
18-02-2019 08:25 PM
Great news @Oldyellr! Thanks for letting us know.
04-04-2019 06:14 PM
05-02-2020 04:09 PM - last edited 07-07-2020 09:25 PM
Certainly updating to latest firmware and deregistering/reregistering can solve some issues.
General Troubleshooting guide with some further steps such as restarting Device here Prime Video Help
Note that Live Streaming not compatible with pre 2015 Samsung sets : Prime Video- Live streaming
I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.
05-07-2020 02:57 PM
07-07-2020 09:28 PM - last edited 07-07-2020 09:31 PM
@JustMarie When using Prime on Smart Tv the code should appear on the Tv screen. Can you unplug and restart to see if that makes a difference. Have you also ensured you have the latest firmware?
I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.