Article ID : 00260999 / Last Modified : 04/12/2021

When selecting content on the Amazon Prime Video app, the sound is heard but the screen freezes

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    The screen may freeze when you use the Amazon Prime Video app after switching to another app, and then quickly switching back to Amazon Prime Video. To recover from this freeze, press the BACK button on the TV remote to exit the app, and then start the Amazon Prime app again.

    NOTES:

    • Although the steps above will resolve the condition, the issue may occur again if you repeat the same circumstances that cause the freeze.
    • This issue will be addressed in the future with an update of the Amazon Prime Video app.