Watching movies and shows on Amazon Prime Video is great entertainment. However, nothing is more frustrating than watching your favorite show and seeing the “Something Went Wrong” error message on your TV screen.
This error could mean any number of issues preventing Prime Video from working properly on your smart TV or streaming device. Thankfully, you can try some simple fixing steps to get Prime Video working properly again. In this comprehensive guide, I’ll walk you through all the common issues that cause the “Something Went Wrong” error on Prime Video and show you how to fix them.
Here, we will cover basic steps like checking your internet connection and restarting your devices, as well as more advanced troubleshooting like clearing cache and data, reinstalling the Prime Video app, and updating your TV software and firmware. I’ll also provide some general tips for preventing the “Something Went Wrong” error from happening in the future. Let’s get started!
Prime Video Error on TV: Something Went Wrong, What to Do?
Check Your Internet Connection
The most obvious way to troubleshoot the “Something Went Wrong” error is by checking your internet connection. For Prime Video to work properly, you need a stable, high-speed internet connection of at least 3 Mbps. Problems like slow speeds, disconnections, or VPN use can prevent Prime Video from loading properly.
First, try disconnecting and reconnecting to your Wi-Fi network or resetting your router if you’re connected via Ethernet. Run a speed test and confirm you have at least 3 Mbps download speed. If your network seems fine, you can also try switching to your mobile hotspot to rule out any issues with your primary network.
If you have consistent connection problems, contact your ISP to inspect for issues. Factors like distance from your router, interference from other devices, or an overwhelmed network can all degrade your connectivity. Upgrading to a mesh Wi-Fi system can help boost your speeds and stability.
Restart Your Devices
If you’ve verified your internet is working fine, the next step is to restart your streaming device and TV. Restarting will clear any software glitches or processes running in the background that could interfere with Prime Video.
For smart TVs, locate the power button on your TV or remote and hold it down for 10-15 seconds until it fully powers off. Unplug the TV from power for at least 1 minute before plugging it back in. For streaming devices like Roku, Fire TV, or Apple TV, unplug the power cable for 1 minute and then reconnect.
After restarting your devices, reopen the Prime Video app and see if the error has resolved. Restarting flushes out bad data and resets network connections, so this quick fix may get Prime Video working again.
Check Prime Video Service Status
Before investing time in troubleshooting, it’s worth checking if Prime Video has service issues. Like any streaming service, Prime Video can suffer occasional outages that prevent users from watching, regardless of your setup.
You can check the Prime Video system status at www.primevideo.com/status. This page will highlight any known issues globally or in your region with Prime Video and other Amazon services like Alexa and Amazon Music. If there is an identified outage, you must be patient until Amazon engineers resolve it.
Try an Alternate Device
To better isolate where the “Something Went Wrong” issue originates, try launching Prime Video on an alternate device like a smartphone, tablet, or second TV. If Prime Video loads correctly on other devices, the problem is isolated to your original streaming player or smart TV software.
For example, if Prime Video works on your phone but not your Roku player, you can rule out network issues and confirm something with the Roku device itself is not working correctly. Testing on alternate devices helps you identify the source of the problem.
Clear Cache and Data
Over time, corrupt data files and caches can build up in the Prime Video app, leading to errors like “Something Went Wrong.” Clearing the cache and data for Prime Video can wipe out these problematic temporary files.
You’ll need to consult your TV menu on smart TVs to find and access app data/cache management options, as the process varies. For streaming devices and mobile devices, you can typically clear cache and data from the app management or storage settings.
After wiping the Prime Video data and cache, reopen the app to see if the error has resolved. Clearing out the bad data allows Prime Video to start fresh. Re-login to your Amazon account after clearing data.
Reinstall the Prime Video App
If restarting and data clearing don’t work, the next step is to uninstall and reinstall the Prime Video app entirely. A corrupted install or outdated app version could cause issues launching Prime Video.
Find Prime Video in your app library or smart TVs and mobile devices settings and select Uninstall/Delete App. Then, visit your device’s app store, search for Prime Video, and reinstall a fresh copy. On Roku, Fire TV, and Apple TV, you must go into the device system settings to manage apps and delete Prime Video before reinstalling it.
A clean reinstall gives you the latest Prime Video app version without any corrupted files that may be causing errors. After reinstalling, sign in to Prime Video again and see if the “Something Went Wrong” message has disappeared.
Check for System and App Updates
Failing to update your smart TV system software and apps is another common source of issues. Outdated software can have compatibility problems running newer apps like Prime Video properly.
Go to the system settings on your TV and check for any available software updates. Apply any updates and then restart your TV after they finish installing. Also, open your app store, visit Prime Video, and check for app updates. Install any app updates, too.
Keeping your smart TV software and the Prime Video app completely updated ensures maximum compatibility and prevents bugs leading to playback issues and errors.
Adjust DNS Settings
In rare cases, “Something Went Wrong” errors can be caused by DNS issues preventing your streaming device from reaching Prime Video servers. DNS translates URLs to IP addresses. An incorrect DNS configuration can interfere with this communication.
Try switching from your current DNS server to a public option like Google DNS or Cloudflare DNS. On your router’s admin page, go to DNS settings and change the preferred DNS to 18.104.22.168 (Google) or 22.214.171.124 (Cloudflare) to see if that fixes connection problems routing to Prime Video.
If using a custom DNS like Pi-Hole for ad blocking, whitelist the Prime Video domains so those vital connections aren’t blocked. Proper DNS settings are crucial for reaching streaming services without interference.
Contact Amazon Prime Video Support
If you’ve tried all the basic troubleshooting steps and Prime Video still displays the “Something Went Wrong” message, it’s time to contact customer support for additional help. The Prime Video support team can investigate issues on Amazon’s end that may be causing problems for your account or region.
In the Prime Video app, visit Settings > Help > Contact Us and select the option for “Watching Videos.” This will connect you to the support team for playback issues. You can also visit Amazon’s Prime Video support site and use the on-site chat or request a callback.
Explain the “Something Went Wrong” error and the troubleshooting steps you’ve tried so far. Support can confirm if there are any known service issues or account problems and potentially suggest advanced troubleshooting you haven’t tried yet.
Reset Your TV to Factory Settings
If all else fails, one last resort is performing a factory reset on your smart TV, which will erase all data and settings and restore your TV to its original out-of-the-box state. Before resetting, make note of any custom settings you’ll want to reuse.
On most smart TVs, initiate a reset by going to System > Advanced System Settings > Factory Data Reset. This will wipe your TV and force you to re-set up your wireless channels, apps, and preferences from scratch.
Resetting your entire TV software eliminates any corrupted data that could be interrupting Prime Video, essentially giving you a fresh start. If no other troubleshooting fixes the “Something Went Wrong” message, only perform a reset.
General Tips to Avoid “Something Went Wrong” Error
Beyond specific troubleshooting steps, there are some general tips you can keep in mind to avoid Prime Video errors like “Something Went Wrong” while streaming on your TV:
- Maintain a fast and stable internet connection of at least 3-5 Mbps
- Keep your smart TV and apps updated with the latest software versions
- Use wired Ethernet instead of WiFi if possible for a more reliable connection
- Disconnect and reconnect your TV from the internet periodically to clear any issues
- Factory reset your smart TV once a year to clear out performance issues
- Contact Prime Video support as soon as an error appears to get quick help
- Check Prime Video and device status pages for any service outages
Following these best practices will minimize general performance and connectivity problems interrupting Prime Video streaming on TVs. Quickly addressing any issues as soon as you see an error is also key to restoring your viewing as fast as possible.
The “Something Went Wrong” error on Amazon Prime Video is a generic message that could indicate several underlying issues. With smart devices and HD streaming, there are ample opportunities for things to go wrong. Thankfully, most “Something Went Wrong” problems can be resolved through the following above mentioned simple troubleshooting steps.
Keeping your streaming setup up to date, staying vigilant about errors, and correctly maintaining your home network will help prevent the dreaded “Something Went Wrong” from ever disrupting your next Prime Video binge session. Follow the tips outlined in this guide, and you can reliably stream your favorite shows on Prime Video using your smart TV setup.