Try these troubleshooting steps if Prime Video won’t stream or if you see errors like “Something went wrong” or “Unable to play.”
Tip: If you just purchased the video you’re trying to play, go to Your Orders to confirm that the order completed successfully.
Note: For Echo Show devices, you can find Fire TV settings in Echo Show Settings.
Check that your Fire TV is running the latest software version.
Go to Settings, then My Fire TV or Device & Software, and check for updates.
Restart your Fire TV.
Restart from Settings, or unplug the power adapter for 1 minute, then plug it back in.
Restart your modem and router:
Unplug your modem and router for 30 seconds.
Plug in the modem first and wait for it to reconnect to the internet.
Plug in the router and wait for it to fully restart.
Clear the cache and data for the Prime Video app.
Go to Settings on your Fire TV, then Applications, and clear the app cache and data.
Make sure your HDMI cable and display support HDCP 1.4 (for HD content) or HDCP 2.2 (for UHD/HDR content).