Amazon Prime App Won't Open Properly - Black Screen

[Fothergill1]

@Bertie1969 Lots of people have factory reset their systems without any issues but Sky don't recommend it unless advised to do so by them.  They can then talk you through the process and help you if there is a problem.  The reactivation is the most common issue when things do not go according to plan.

[MarkGoldsmith]

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@Bertie1969 wrote:

I did try that first, but it didn't resolve the issue. I realise that a factory reset was a last resort. I was not aware that it can brick the system, so I won't try it again in a hurry, hopefully I won't need to anyway! 

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Yeah factory resets are interesting. Generally fine to do to resolve initial setup issues prevent people from setting up the glass or stream to begin with but they can be hit and miss a bit on devices that have been fully set up. 

a number of times they do solve people's issues but I've also seen reports of people having to call Sky who have had to essentially delink the device from their account so that they can go through the initial setup again.

to be honest either the factory reset and initial setup should be more stable, or the factory reset option should actually be removed from the settings menu and the instructions to manually force it without going through the settings removed from the sky website.

[MarkGoldsmith]

On the plus side at least it's resolved the issue for you @Bertie1969 

[Bertie1969]

Thanks @MarkGoldsmith  and @Fothergill1 for your fast replies this evening 

[Nick43]

@Fothergill1 and @Daniel-F 

Thanks for Amazon advice but I have already done that. I need assistance from Sky as I have exhausted everthing other than a factory reset, which I can't do because you need to disconnect the controller first and can't press continue. It's really frustrating to the point that I regret buying it and letting my trust Samsung go.

I don't know what @Daniel-F  means with this:

If both steps do not resolve, I'd like you to go into the app > settings > contact us page and send me over your Device ID (DID).

Go into what app? and where do I find the DID? 

Thanks

[MarkGoldsmith]

@Nick43 if you send @Daniel-F a DM in the forum I'm sure he can assist further with this as per his previous message.

If you click on his name it will open his Forum profile and there should be the option to "Message". 

[Fothergill1]

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@Nick43 wrote:

@Fothergill1 and @Daniel-F 

Thanks for Amazon advice but I have already done that. I need assistance from Sky as I have exhausted everthing other than a factory reset, which I can't do because you need to disconnect the controller first and can't press continue. It's really frustrating to the point that I regret buying it and letting my trust Samsung go.

I don't know what @Daniel-F  means with this:

If both steps do not resolve, I'd like you to go into the app > settings > contact us page and send me over your Device ID (DID).

Go into what app? and where do I find the DID? 

Thanks

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@Nick43 I'm not sure myself so do a @MarkGoldsmith suggests.  I hope you get it sorted soon 🤞

[djsimmz]

Factory reset can brick a system, sounds like **bleep** to me that, as I have had to factory reset mine multple times due to an issue with netflix not loading, then a sound issue and now this Amazon app problem.

If it can brick the system then every device needs recalling at the end of the day!

[MarkGoldsmith]

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@djsimmz wrote:

Factory reset can brick a system, sounds like **bleep** to me that, as I have had to factory reset mine multple times due to an issue with netflix not loading, then a sound issue and now this Amazon app problem.

If it can brick the system then every device needs recalling at the end of the day!

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It doesn't brick the system, but it can prevent you from being able to relink the Glass/Stream puck to your account. This is because when you do a factory reset its not necessarily unlinking if from your sky account, so when you attempt to relink it as part of the setup on some occassions that fails and required Sky to do a change in the backend so that you can do the relink. Thats the reason on Sky's documentation the reset is only referred to on initial setup issues (prior to linking the account) and on any other occassion the factory reset should only be done at the advice of a Sky employee, who will be able to fix the issue should you not be able to relink.

[Nick43]

Thanks for the advise so far.

I have only had the Sky Glass for about 1 month and I had a huge problem setting it up, it kept freezing and had to reboot about a dozen times. Now Amazon doesn't work. Very unimpressed so far, I can't believe there isn't an app settings menu where you can uninstall and reinstall. 

Sorry I am moaning.......

[djsimmz]

Yep, is getting silly now.

Seems no one has a clue how to fix it, is definitely a bug though. Seeing people with Q boxes having issues as well...

They really need to add a reset button to the settings menu for stream. I'm getting tired of having to pull the power lead out and plug back in, especially when my device is hidden in a cupboard. Isn't hard to add it to the settings menu, heck I'll even write the code for them if they so wish!

[Fothergill1]

@djsimmz I use a smart plug which sounds as though it would be a good option for your cupboard setup.  It would certainly be easier than writing code 🤣

[Nick43]

Well nothing suggested worked and Sky didn't help. 

I got fed up with wasting time keep refreshing apps and rebooting so did a factory reset. 

Now everything works fine again and Amazon is back!

Regards

[Daniel-F]

Morning all,

Thanks for your patience whilst we work to fix this. 

We have enough examples of what I've asked for in a prior post so I do not require further examples currently. 

Teams are working to resolve this asap.

Thanks,

[Shuddership]

We have had this for over a week now. Done the deregister account thing and nothing. It is extremely frustrating.