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Original topic:

Amazon Prime - Video Not Loading

(Topic created on: 03/05/21 22:06)
Kpalme11
First Poster
Options
TV

Purchased new crystal uhd TV. Amazon Prime loading but video just keeps buffering and won't play. 

Tv has most up to date software, have uninstalled and reinstalled apps. No success. All other apps play video fine. Have had Samsung try remote access and have had no luck. 

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6 REPLIES 6
Aklima
Helping Hand
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TV
Hi,
If other app play video fine then ur problem is amazon TV.
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AndrewL
Moderator
Moderator
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TV

@Kpalme11: Please can you confirm the full model number of your TV, located on the sticker on the back of the device or in Settings > Support > About This TV. Have you tried signing in to another streaming app to see if the issue persists? Based on the steps you have already attempted, please try powering off the TV and unplugging it at the wall for around 30 seconds, then power it back on. Do the same with your Wi-Fi router, then check Amazon Prime once again. You may also wish to reset Smart Hub, however please make sure you have access to your login information, as this will sign you out of your Samsung Account and all of your apps, not just the one you're having trouble with. To proceed, head to Settings > Support > Self Diagnosis > Reset Smart Hub, then run through the set up again to see if this helps. 


MikeG
Apprentice
Options
TV
Disconnected TV from WiFi and delete WiFi settings. Reboot router and reconnect TV once router has fully established a connection. Probably not the TV, especially if other apps work.
Kpalme11
First Poster
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TV

Model no UE75TU7020KXXU

Netflix and iPlayer are working fine. But 4od not playing anything either, so appears to be a TV issue rather than an app issue. 

 

Samsung support already reset smart hub via remote access and no success. 

 

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Kpalme11
First Poster
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TV

Other apps also not working, new TV so hadn't tried them all yet when posting initially. Reset smart hub and samsung support reboot TV and router with no success. 

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MikeG
Apprentice
Options
TV
OK, not sure what else to suggest but I hope you get it sorted. Having issues with my Samsung watch so I feel your pain!
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