Troubleshooting Guide: What to Do When Prime Video is Not Working on Your Samsung TV

Table of Contents


There’s nothing more frustrating than settling down for a movie night, only to discover that Prime Video is not working on your Samsung TV. Not only is such an issue a hurdle to your entertainment regime, but it could also signify a technical problem needing immediate attention. Hence, identifying and troubleshooting this problem is crucial to ensure you make the most out of your devices and their services.

Understanding Prime Video and Samsung Smart TV

Prime Video Overview

Prime Video is Amazon’s on-demand streaming service, allowing you to access a plethora of TV shows, movies, and even exclusives. It’s loved by millions worldwide for its user-friendly interface, broad content library, and the convenience of streaming anywhere and anytime.

Samsung Smart TV Overview

On the other hand, the Samsung Smart TV is a technological masterpiece. It provides interactive web-connected experiences, such as surfing the web, streaming videos, and even using apps, on large TV screens.

Common Issues Why Prime Video Doesn’t Work on Samsung TV

There could be several reasons why Prime Video is not playing on your Samsung TV, including app crashes, internet connectivity problems, incompatible devices, and software or firmware problems.

App Crashes

Apps can momentarily fail due to a software glitch or a bug, causing them to crash or freeze intermittently.

Internet Connection Issues

Slow or unstable internet can interrupt the streaming service and cause functionality issues with Prime Video.

Incompatible Devices

Older Samsung TVs, unfortunately, may fail to support the latest version of Prime Video, leading to playback problems.

Software or Firmware Problems

Outdated Smart TV software or firmware can also cause Prime Video to stop working.

How to Troubleshoot Prime Video on Samsung TV

If you face any of these issues, the best approach is to troubleshoot them step by step.

Relaunch the App

Try closing and reopening the app. This often resolves minor glitches and bugs within the software.

Check Internet Connection

Ensure that your device is connected to a stable and strong internet connection for uninterrupted streaming on Prime Video.

Update Prime Video App

Regular app updates carry essential bug fixes and improvements that can resolve most problems with the app, including streaming issues.

Restart the Samsung TV

Restarting your Samsung TV can sometimes fix system glitches causing trouble with the Prime Video App.

Clear Cache and Data of Prime Video App

Clearing cache and data can often help ameliorate app-related issues on your television.

Update Samsung Smart TV Firmware

Ensure your Samsung Smart TV firmware is up-to-date to avoid compatibility or systemic issues.

Reinstall Prime Video App

If the problem persists, try uninstalling and reinstalling the Prime Video app.

Getting Help from Customer Service

If you’ve tried everything on your end and the problem continues, it might be time to consult a professional. You can contact either Amazon or Samsung customer service and explain the issue you’re experiencing. Remember to provide relevant information, such as your device model, app version, and what steps you’ve already tried.

Preventive Measures

To prevent future issues, carry out routine device check-ups, maintain regular updates on your applications, and ensure good internet service. These small steps can save you from enormous inconveniences later.


In the event that Prime Video isn’t working on your Samsung TV, don’t panic. Follow our troubleshooting steps methodically, and you would usually be able to resolve most issues. However, if troubleshooting fails, don’t hesitate to seek professional help.

Frequently Asked Questions

Why does my Prime Video keep buffering on my Samsung Smart TV?

Buffering on Prime Video is usually due to slow or unstable internet connections. Check your internet connectivity for any issues.

How can I update my Prime Video app on Samsung Smart TV?

In the Samsung Smart Hub menu, select ‘Apps’, then ‘Prime Video’. Select ‘Update’ if it appears.

Can I uninstall and reinstall my Prime Video app on Samsung Smart TV?

Absolutely. From Samsung’s Smart Hub, go to ‘Apps’, then select Prime Video. There, you’ll find the option to uninstall and then reinstall the app.

What should I do if Prime Video is not working even after troubleshooting?

If you’ve tried all the troubleshooting steps and the problem persists, it could be time to reach out to Amazon or Samsung customer service for help.

Why am I getting an error message while trying to play videos on Prime Video on my Samsung TV?

Error messages can be caused by various issues, including app problems, software bugs, or internet connection problems. You’ll need to address these individually to resolve the error.

Why is there no sound while playing Prime Video on Samsung TV?

No sound could be due to audio setting issues on your TV or within the Prime Video app. Make sure your TV isn’t muted, the volume is turned up, and your Prime Video app’s audio settings are correct.

Can a poor internet connection cause Prime Video to not work on my Samsung TV?

Yes. A weak or unstable connection can cause buffering, lagging, or even prevent streaming altogether. Ensure your TV is connected to a strong and stable internet source at all times.

How to contact customer service for Amazon Prime Video or Samsung Smart TV?

For Amazon Prime Video, you can opt for customer service through their ‘Contact Us’ feature in your account. For Samsung Smart TV, you can contact Samsung customer service from their website or helpline number, listed in your device’s user manual.