How to Fix Amazon Prime Video Not Working Issue?

Amazon Prime Video can sometimes get stuck on a black screen with loading dots, even if you wait a long time. This usually happens on Fire TV or smart TVs. The most common error linked to this problem is LICENSE_SESSION_LIMIT_EXCEEDED.

This means your account is trying to stream on too many devices at the same time. It often happens if your account is being used on more devices than allowed. However, issues with your internet settings (like DNS problems), VPN connections, or bugs in the app can also cause this error.

There are several ways to fix this. Below, you’ll find step-by-step methods tailored for TVs, phones, and PCs.

1. Check the Server Status

The first thing you should do is check Amazon Prime Video’s server status. Sometimes, developers take servers offline to fix or maintain the service, making the app unavailable.

Start by visiting sites like Downdetector or IsItDownRightNow. These sites display current server status and any recent issues reported by users. You can also see how many people have reported problems.

Feel free to leave your own report as well.

If you don’t find much information on these sites, try checking the official Twitter account of Prime Video. Here, the developers post updates about ongoing issues or scheduled maintenance. Look for recent posts that might describe your situation.

If there are no recent reports about wide outages, then the problem is likely happening on your end and not with Amazon’s servers.

2. Restart the TV from the remote

The next thing to try is restarting your TV using the remote. Most modern TVs allow you to perform a soft reset with the remote, which can clear temporary glitches that might prevent Prime Video from working.

1. While on the Amazon Prime Video app, grab your TV remote.
2. Press and hold the Power button on the remote until the TV turns off.

   

3. Continue to hold the button until the TV turns back on.
4. Once it’s back on, open Amazon Prime Video to check if the issue is resolved.

3. Unplug and Replug your TV

Doing a power cycle on your TV can help fix Prime Video issues, as this fully resets your TV and clears out any leftover temporary data.

1. Unplug the TV’s power cord from the wall socket.
2. Leave it unplugged for at least one full minute. This helps drain any remaining energy and resets the TV’s internal memory.

   

3. Plug the power cord back in, turn the TV on, and check if Amazon Prime Video is working properly now.

4. Update your TV

Updating your TV’s software can address many issues with streaming apps, including Amazon Prime Video. An outdated system can sometimes prevent apps from running smoothly.

1. Press the Menu button on your remote.

   

2. Navigate to Settings.

   

3. Scroll down to the Support section.
4. Select Software Update, then choose Update Now.

   

5. Wait for the process to finish.
6. Restart your TV if prompted, and then test Amazon Prime Video to see if it’s working.

Note: Many TVs have “Auto Update” enabled by default, but sometimes you may still need to update manually.

5. Reset your Network

If your internet connection is unstable, Prime Video may not work properly. Resetting your TV’s network settings can often solve these issues.

1. Press the Menu button and go to Settings.
2. Open the General tab and select Network.

   

   

3. Select Reset network.

   

4. Confirm by selecting Yes.

   

5. Reconnect your TV to your Wi-Fi network once the reset is complete.
6. After reconnecting, try Amazon Prime Video again to see if the problem is fixed.

6. Clear the Cache and All Data (for mobile devices)

If you’re having trouble with Prime Video on your phone, corrupted or outdated app files could be the problem. Clearing cache and data often helps.

1. On your phone, open Settings.

   

2. Find and tap on Apps.

   

3. Scroll through the app list and look for Amazon Prime Video. Tap to open its settings.

   

4. Tap on Storage.

   

5. Select Clear Data and wait for it to complete.

   

6. Next, tap Clear Cache and wait until it finishes.
7. Open Amazon Prime Video again to see if it’s working now.

For more details, see our separate guide on how to clear the cache.

7. Update the App on your Phone

An outdated Prime Video app can also cause issues, especially if auto-updates are turned off or delayed.

1. Open the Play Store on your phone and go to Manage apps & devices.

   

2. Look for Amazon Prime Video in the list, or search for it using the search bar.
3. If you see an Update button, tap it to install the latest version.

   

4. Once updated, open the app and check if Prime Video is working.

8. Repair Microsoft Edge and get the Amazon Prime Video app (for PCs)

If you’re having trouble on your PC, sometimes the browser itself may need to be repaired, or you can try installing the Amazon Prime Video app directly.

1. Press Windows key + R to open the Run dialog and type ms-settings:. Press Enter.

   

2. Find and select the Apps section.

   

3. Go to Installed apps.

   

4. Locate your web browser (e.g., Microsoft Edge).
5. Click the three dots next to it and choose Modify.

   

6. Confirm and select Repair.

   

7. Once repaired, re-open the browser and test Amazon Prime Video.
8. If the problem persists, open Microsoft Store and search for the Amazon Prime Video app.
9. Click Get to install the app.

   

10. After installation, open the app to check if Prime Video works as expected.

By following these steps, you should be able to fix most common issues with Amazon Prime Video on your TV, phone, or PC. If you continue to have trouble, you may want to reach out to Prime Video support for further assistance.