Amazon Prime Video App- Black Screen when playing TV shows still get audio

Hi,

Every time I play one show on the Amazon Prime video app on Xbox One the next show which play goes to a black screen. I will still get audio playing but regardless of pausing, fast forwarding, or going back, or skipping shows there is no video. Its strange
because I get the advertisements to play, but not the actually show.

Every time this happens I need to uninstall the Amazon App, reinstall it, and then watch 1 show. Then repeat the process. Its very time consuming and I never had an issue on any of my other devices or computer. Is there a fix to this?

My xbox one is hardwired Ethernet and there is no lag time for other apps.

Thanks!

:)

 

Amazon instant video

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.

 

Purchasing Amazon Videos

Why can I not download or purchase videos on the Amazon video app if I have an Amazon Prime account? This was honestly one huge reason I purchased the Xbox, to watch movies and TV shows from the apps I have.

 

Can I get an update on how to fix this?

Thanks!

 

Hey there Lang 77,

I'm sorry to hear about the issue. As you may have tried some of these steps previously, I would suggest trying them out in this particular order.

• Uninstall the Amazon Instant Video App from your Xbox One console.
  
• Power cycle your Xbox One console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will power down.
  
• Once your console is off, unplug the console from the power source and wait three minutes.
  
• Then, plug all the cords back in and turn the console back on.
  
• Reinstall the Amazon Instant Video app and try watching videos again.
  

If the steps above didn't make a difference, please come on back and let us know. Thanks in advance!

 

Hi,

That did not make any difference and I tried twice. Still same situation. One video plays fine in perfect quality the following video is all black screen with only audio, but if an Amazon ad plays then that shows fine..

 

Hey there Lang 77,

Apologies on the delayed response! So since you've tried the troubleshooting steps I've listed above a few times and you're still experiencing the same issue, I would next suggest restarting your Internet modem/router/gateway to ensure you have the best
possible connection and try using the
Amazon Instant Video app again.

If after you try that and you're still not seeing a difference, we recommend hitting up

Amazon support and their
streaming video support page as they are the best equipped to assist you further with what you're experiencing. Feel free to let us know how it goes. Thanks!