Amazon App Troubleshooting: Common Problems and Safe Fixes

If your Amazon app is failing, the first thing you should do is check whether it’s an issue with the service (e.g. Amazon Music) itself or the device on which you’re using the app.

Amazon organizes help resources by service rather than troubleshooting each possible problem the same way, so knowing where to start depends on which of the following services is failing:

Digital Services and Apps

Amazon Appstore apps

Prime Video

Amazon Music

Alexa

Kindle

Amazon Photos

Luna

Digital game/software downloads

Least destructive troubleshooting order

The next step in any Amazon troubleshooting sequence is identifying what exactly has failed, then choosing the least destructive fix before escalating. The following fixes start with reversible, less disruptive steps, and the later reset or reinstall options should be treated as last resorts because they can affect account information and downloaded content. But there are cases when the only solution is a factory reset, too.

For Prime Video problems, here’s how Amazon defines failures that can occur when you try to play a video, including error-code families that are documented by Amazon.

Prime Video titles won’t play: If you’re attempting to watch a Prime Video title and the playback fails, you might be able to resolve the issue by checking the Prime Video application settings, the connection between your streaming device and your router, or the Internet connection itself.

Prime Video error code 1007: An error may occur when attempting to download a Prime Video movie for offline viewing.

Prime Video error code 1022: You might receive this error when you try to play a Prime Video title.

Prime Video error code 5001: This occurs if you haven’t selected a region, or if your device isn’t configured to use the correct region.

Prime Video error code 7003: You might receive this error if you’ve attempted to launch a movie that hasn’t been released in your country or region.

Prime Video error code 7005: This could occur when you attempt to play a movie or TV show that has expired.

Prime Video error code 7031: You might receive this error if you attempt to view a Prime Video title that has not been released in your country or region.

Prime Video error code 7135: This occurs if you have not yet accepted Amazon Prime Video Terms of Use.

Prime Video error code 7202: You might receive this error if your Internet connection speed is slow.

Prime Video error code 7203: This could happen if you haven’t allowed enough time for Prime Video to load all the required files.

Prime Video error code 7204: This occurs when your browser doesn’t support the features required by Amazon Prime Video.

Prime Video error code 7206: You might receive this error if you don’t have the proper display capabilities.

Prime Video error code 7207: This occurs when you aren’t logged into your Prime Video account.

Prime Video error code 7230: You might receive this error if your system clock doesn’t match the current date and time.

Prime Video configuration and connection checks

When attempting to access Prime Video, make sure that both the Prime Video application and your web browser are properly configured. Additionally, ensure that the configuration settings match those of your local network environment.

Close the Prime Video app or web browser

Ensure that your system clock matches the current date and time

Make sure that you have no active subscriptions or memberships that would restrict or limit access to Prime Video

Check for any authentication issues

If you have activated a third-party proxy or virtual private network (VPN), deactivate these before trying to access Prime Video

If you see a “Simultaneous streams” message

Pause other activity on the Internet while you stream Prime Video

Try another device to access Prime Video

Check your Internet connection

Try restarting your wireless router and other networking equipment to see if this resolves the issue

Ensure that the display capability of your TV is compatible with Prime Video

Try updating your Fire TV device and your mobile device or PC to the latest version

Update the Prime Video app

Try accessing Prime Video from a different location

Try uninstalling and reinstalling the Prime Video app

Fire TV and Fire tablet restart and reset

There are times when you’ll need to restart the Fire TV device, or turn off the Fire tablet for at least one minute before trying again.

If you’re having trouble connecting to Wi-Fi, we recommend turning your Wi-Fi router off and on again. Wait about one minute before turning it back on.

You might also consider resetting your Fire TV or tablet. Note that resetting removes all stored data on your Fire TV device or tablet.

Finally, there are certain situations where you may want to perform a factory reset of your Fire tablet or Fire TV. Performing a factory reset erases everything on your Fire tablet or Fire TV — all saved passwords, preferences, and user settings. It’s important that you know that a factory reset will remove all of your account information as well as downloaded content from apps on the device. Before doing so, make sure you’ve backed up anything you can and that you’ll be able to log back in to the accounts and apps on the device.

When to contact Amazon support

It’s usually best to troubleshoot device errors yourself, especially since Amazon does offer some level of free product support. In fact, Amazon provides customer service representatives who are trained to assist with common problems, including issues related to purchases, sign-in, payments, Prime benefits, and devices like Kindle, Fire tablets, and Alexa-enabled products.

Still, there are times when you’ll have to call upon someone else to help you find a solution, especially if the problem is tied to your account. When this happens, you should reach out to the appropriate Amazon representative. Amazon directs customers to its Help & Contact Us page, where you can sign in and choose the support category that matches the issue.

If you’ve tried all of the above solutions and still haven’t resolved your problem, you should reach out to Amazon’s Customer Service Department for additional assistance. Select the affected order, device, or service from the support page so your request is routed to the right area.

Safest Amazon app troubleshooting sequence

The safest order to troubleshoot Amazon’s apps is to identify the service, try app-specific reversible fixes, protect downloads and account data, then escalate. For example, if the problem is due to an issue with your digital content purchase, then contact Amazon’s Digital Services and Device Support department. If the issue seems to relate to the general performance of the Amazon ecosystem, however, you can Ask the Digital & Device Community instead.

App-specific troubleshooting is more straightforward. Simply search the web or Amazon’s own Help pages for information. Remember that fixing Amazon’s applications involves reversing actions, such as clearing caches, updating apps, closing applications, and so on. Don’t uninstall an app until you’ve tried the less disruptive steps above, and check first whether it stores local downloads or account data that aren’t stored elsewhere.

In summary, there are times when Amazon customers must escalate their problems to official support. Other times, they can simply follow the steps outlined above and solve the problem themselves.

Jieyi is a contributing writer with over 20 years of experience in the technology industry. He is currently focused on Linux distributions, open source, cloud computing, and consumer electronics.