How to Fix ‘Error Code 9345’ with Amazon Prime?

Some Amazon Prime users are reporting that they are consistently seeing the error code 9345 when trying to watch any show via the streaming platform. This issue is reported to occur on a wide scope of devices ranging from desktop to mobile.

Error Code 9345 Amazon PrimeAfter investigating this particular issue, it turns out that there are several different causes that might trigger this particular error code. Here’s a list of potential culprits:

  • Ongoing issues with AWS – In the past, there was a huge surge of this error code when the entire Amazon Web Services infrastructure was down. If this is the source of your issues, there is nothing else you can do other than confirming this issue and waiting for the involved developers to fix this issue.
  • Minimum Bandwidth requirement is not met – If you’re on a limited plan or your ISP is currently having technical issues, you can expect to see this error code because your current connection isn’t enough to support streaming from Amazon Prime Video. In this case, you can test your current connection and decrease your bandwidth load or upgrade your current bandwidth plan.
  • Issues with the Payment Plan – A payment issue is also a prime candidate for this particular error code. Most commonly you can expect to face this issue if your payment details have recently failed a background check done by Amazon Prime Video.
  • TCP / IP Network inconsistency – A network inconsistency facilitated by badly cached network data can also be the primary cause of this issue (particularly on PCs and Mac). In this case, you should be able to fix the issue by either rebooting or resetting your network.
  • Corrupted cached data – If you’re encountering this issue with a streaming device outside the scope of desktop or mobile, it’s most likely due to some kind of corrupted temporary data that’s cached by your steaming device. In this case, a power-cycle procedure should allow you to fix the issue.

Now that you know every potential cause that might trigger the error code 9345, here’s a list of verified methods that other affected users have successfully used to fix it:

Method 1: Investigating a Potential Server Issue

Before you start troubleshooting for local issues, the smart approach is to take the time and ensure that the problem is not actually being caused by a server issue that is entirely beyond your control.

In the past, there was a big surge of users reporting the 9345 error code when Amazon’s Web Services (AWS) was in the middle of an outage period.

To make sure you’re not currently dealing with the same issue, start by checking if other people in your area are currently facing the same issue by checking directories like DownDetector and IsTheServiceDown.

Verifying the server status of Amazon Prime

Note: If you see a surging influx of users reporting this issue, it’s clear that Amazon is currently dealing with a server issue. In this case, there is no fix that you can do locally. Your only choice is to wait for them to fix their server issues.

If you want to be extra sure that you’re actually dealing with a server issue, you should also check the official Amazon Video Twitter account and see if any official announcements have been made.

If you’ve confirmed that you’re not actually dealing with a server issue, move down to the first fix below that you can apply locally.

Method 2: Testing the Minimum Bandwidth Requirements

Keep in mind that despite the fact that Amazon Prime officially requires merely 900 Kbps to Stream, this only applies to small screens (Android, iOS) and desktop (PC, Mac). However, if you try to stream content from Amazon Prime from a Smart TV natively or using a dongle like Chromecast or Roku, the bandwidth requirement is 3.5 Mbps.

If you’re on a limited plan, there’s a chance that you might be encountering the error code 9345 because your ISP (Internet Service Provider) is not currently providing you with enough bandwidth to use this service – Most likely due to a technical reason.

Fortunately, there is an easy way to test out this theory – You can just do a speed test on your Internet connection and verify whether your data exchanges are fast enough to support Amazon Prime steaming.

Here’s a quick guide that will walk you through the process of doing a speed test on your Internet connection to see if it meets the minimum requirements:

  1. First things first, take the time and check any other browser tab or application that might be currently hogging your precious Internet bandwidth. Peer-to-Peer torrent tools are prime candidates for this.
  2. Visit the official page of Speedtest from your browser of choice and click on Go to initiate a Speed test.
    Speed testing your local Internet connection
  3. Wait until the scan is complete, then take a look at the results. If the Download speed is lower than 4 Mbps, you will likely need to upgrade to a better Internet connection in order to bypass the error code 9345.

    Analyzing the results of the Speed Test

In case your current bandwidth exceeds the minimum requirement of Amazon Prime, move down to the next method below.

Method 3: Checking your Payment Plan

Keep in mind that by far, the most common culprit that will cause this kind of error is a payment issue with your Amazon Prime account. This typically occurs if a backend account check happens while you are streaming content on the platform.

If you suspect this scenario might b applicable, you can check the Payment Details tab in your account to see if there’s a problem and resolve it if necessary. This particular fix was confirmed to work by a lot of users that were suddenly dealing with the error code 9345.

If you’re looking for step by step instructions on how to do this, follow the instructions below:

  1. Access the My Account page of your Amazon account and sign in with your user credentials.
  2. Once you successfully sign up with your user credentials, click on the account icon (top-right corner of the screen), then click on Accounts from the context menu that just appeared.
    Accessing your Amazon Account settings
  3. Inside your Amazon Account settings, click on Your Payments from the list of available options.
    Accessing the Payment page of Amazon
  4. Next, click on Payment Method and check your payment details to see if there’s a problem with the credit card associated with your account.
    Note: Most commonly, this issue occurs if there’s an expired credit card associated with the Amazon account.
  5. If you have successfully managed to fix the issue associated with the Amazon Account, sign out and back in of your Amazon Prime account on the same device that you were previously seeing the error code 9345 on and see if the problem is now fixed.

In case the same problem is still occurring, move down to the next potential fix below.

Method 4: Restarting / Resetting your Internet Connection

Another situation where you can expect to see the error code 9345 inside Amazon Prime is when you’re dealing with a network inconsistency that is affecting the communications between the device that you use for streaming and the Amazon Prime server.

If you find yourself in this case, you should be able to fix this issue by rebooting or resetting the network that your currently connected to.

A simple network reboot will clear any TCP and IP data currently allocated to your devices, which would end up fixing the majority of network inconsistency that might prevent you from streaming.

To perform a simple network reboot, use the dedicated On / OFF Power button on your router (typically located on the back) to turn it off, then wait for a minute or so before turning it back on. Doing this will ensure that the power capacitors are completely drained and the temporary data is cleared.

Restarting your Router

Note: While you wait for the capacitors to clear, it’s good practice to physically disconnect the power cable of your router from the power outlet.

Once the reboot procedure is complete, repeat the streaming attempt and see if the issue is now fixed.

In case the same problem is still occurring, you should proceed with a router reset.

Important: But before you do so, keep in mind that this operation will also reset any custom login credentials (from the setting menu of your router) as well as any forwarded ports, whitelisted/disallowed devices list and any other settings that you might have previously established.

To perform a router reset, you’ll likely need some kind of a sharp object (small screwdriver, toothpick, or needle) to press and hold on the reset button (typically located on the back of the router). When you locate the button, press and hold on it until you see all the front LEDs flashing at the same time – That’s your signal that the reset procedure is complete.

Resetting the router

Once the reset procedure is complete, wait until Internet access is reestablished, then attempt to stream content once again and see if the problem is now fixed.

If you’re still dealing with the same error code 9345, move down to the next potential fix below.

Method 5: Power cycle your Streaming Device

As it turns out, this particular issue can also be associated with some kind of corrupted data that is being stored by the device that you’re using to stream content from Amazon Prime. This problem is reported to occur with a variety of devices including FireTV Sticks, Set-Top Boxes, Smart TVs, Roku boxes, and even smart Blu-Ray players.

Some affected users that were also dealing with the error code 9345 have managed to fix this issue by forcing a power-cycling procedure in order to clear the data related to Amazon+ and drain the power capacitors.

If you’re encountering this issue with one of the devices mentioned above and a rebooting o resetting your network didn’t help, follow one of the guides below to power-cycle the smart device you use for streaming Amazon Prime:

A. Power-Cycling your Smart TV

  1. On a Smart TV, start by physically unplugging the device from the power outlet it’s currently connected to, then wait for a minute or so to give the power capacitors enough time to clear themselves.
    Power Cycling Smart TV

    Note: With certain Smart TVs, you can make this process faster by pressing and holding on to the power button on your TV (not the remote). This will end up clearing any OS-related temp data that is stored in between startups.

  2. Plug your device back in and start your Smart TV and initiate another streaming job inside Amazon Prime.

B. Power-Cycling your Roku device

  1. To power-cycle your Roku device, you just need to unplug it from the power outlet and wait for 10 seconds to clear the power capacitors of your device.
  2. Next (once the 10 seconds have passed), plug your Roku device back on and press any button on your Roku remote.
    Press any button on the roku remote
  3. After the device is back on, give it a few minutes of idle time to allow the background processes to complete.
  4. Attempt to stream content from Amazon Prime once again and see if the issue is now fixed.

C. Power-Cycling your Fire TV Stick

  1. If you’re using the Fire TV Stick from Amazon to stream content from Amazon Prime, start this operation by closing any active sub-app that you’re actively running.
  2. Next, unplug the Fire TV stick from your TV and wait for a full minute to allow the power capacitors enough time to drain.
    Unplugging the Fire TV
  3. Connect the Fire TV back to your TV and turn it on conventionally before initiating another streaming job inside the Amazon Prime app.

D. Power-Cycling your Blu-Ray Player

  1. If you’re seeing this error code with a smart blu-ray player that’s also capable of streaming content from Amazon Prime, you can initiate a power-cycling procedure by physically disconnecting the blu-ray from the power outlet and waiting for a minute or so.
  2. After the device is unplugged from the power sources, press and hold on the power button to discharge the power capacitors.
    Power cycling the blu ray player

    Note: In case your Blu-ray player doesn’t have a power button, compensate by leaving your device unplugged for at least 3 minutes.

  3. Once the period has passed, plug your device back in and initiate the startup sequence of your blu-ray player.
  4. After your blu-ray device boots back up, open the Amazon Prime app once again, and see if the problem is now fixed.

E. Power-cycling your Set-top Box

  1. With a set-up box, the only way to power-cycle it (with most models) is to unplug your device from the power outlet and wait for a full minute.
  2. Right-after your device is unplugged, go ahead and press and hold on to the power button to discharge it.
    Note: Keep in mind that set-top boxes are known to store a lot of energy, so the best course of action is to give them a solid 5 minutes to discharge before plugging it back in.
Kevin Arrows
Kevin is a dynamic and self-motivated information technology professional, with a Thorough knowledge of all facets pertaining to network infrastructure design, implementation and administration. Superior record of delivering simultaneous large-scale mission critical projects on time and under budget.

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