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!

 

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Last updated October 19, 2018 Views 395 Applies to:

Can I get an update on how to fix this?

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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!

 

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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..

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Hello???

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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!

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