Amazon prime still dims frequently on videos,

Hello Iain Sy,

Thank you for posting in Microsoft Community.

Based on your description, you notice the videos of Amazon Prime to dim when being played on Xbox device. Let us check on this together and sort this out in timely manner.

To ensure we understand your concern correctly, we would like to confirm few things:

1. When you mention, I want to watch one app, can we confirm if this issue happens when you try to stream other video sites or app? What other app or sites this issue happens?
   
2. May we ask how was your experience in playing games? Does the screen dim the light?
   
3. May we know if you can try using different TV and see if issue persist.
   
4. Is the HDMI you describe is the one that comes with Xbox Console or TV, or you specifically bought it.
   

There is a possibility that this could be an issue depending on the movie/videos being played, or simply the settings for the TV and Xbox will cause the dim of the video. Otherwise, we are not certain if there is no other way for us to test this to happen on other TV.

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Microsoft Community Moderator

Amazon is responsible for their own apps. You need to contact their customer service about their issues with tickling the idle timer. You should hold down the guide button and select "report a problem", which is the best, most direct way to get reports to their team, as well as contacting their customer service

Good day!



We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com), as we will not be monitoring this thread going forward.







Thank you for your understanding.


Respectfully,



Microsoft Community Moderator

I checked the list and have done all they have listed. I have reset the router, factory reset the box, uninstalled and reinstalled the Amazon Prime video.

I have spent 5 hours with amazon support and 2 hours with Xbox support. I have an Xbox One and Xbox One X that have the same problem with Amazon Prime Video.

I can go into Prime Video, select a video, the video will play, I hear the audio but have a black screen.

I have tried the Xbox on two T.V.s. I tried the Amazon Prime Video on the Xbox 360 and it works.

Amazon Prime Video is worked up until 10 days ago. And is the only video app not working correctly.

Amazon Instant Video shows any films purchased through Amazon and any Amazon Prime content.

Xbox doesn't have a Prime App, rather Xbox Video which only shows films and shows purchased through Xbox Store.

If films/shows purchased from Amazon aren't showing in Amazon Instant Video app you will need to contact Amazon Customer Support to verify your purchases.

Remember, Amazon Prime content changes so they remove films/shows periodically and add new ones. Amazon Instant Video purchases remain all the time.