Keep getting an err

[Marlu-Nyu]

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@BEX65 wrote:

Keep getting an error message when i try to watch Prime.

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Can you give us more details, like what system you're using like a Sky Q, Sky Glass or Sky Stream?

And if you try to watch Prime, does it have an error code, and can you explain what happens? Does the screen just go blank, etc.?

[Gazza1652]

I have had the same problem for over 2 weeks now and understand you frustration. Sky need to get their act together and resolve this issue ASAP , I shouldn't have to deal with the inconvenience of having to use another device to watch Amazon prime on,  

[Gazza1652]

Amazon Prime was working absolutely perfectly on my Sky stream. All of a sudden it refuses to. The app opens, you select a show and the circles spins before announcing there is a problem.

Every other app is fine. Amazon Prime is fine through the LG television app. It's just on Sky it refuses to play the actual stream (menus, trailers on first loading all fine).

I have tried refreshing,  rebooting and going through the steps suggested by Sky multiple times. All that is left seems to be a factory reset undoing all my other platforms and settings. 

[pullenuk]

Did it again today. Unplugged, threw it on the floor, by magic after plugging back in, works. For now.

[Rolyjobe]

I'm also having the same issue even after a factory reset/app refresh/ hard reboot, just plays a bit then the little advert counter gets stuck on 15 seconds then nothing but a blank screen. Even switching back to normal channels it is slow and states waiting for the channel to load, very annoying. No such issues with EE !

[BEX65]

Im watching with SKY Stream. I get as far as the trailers on PRIME, but when I try and watch the actual program I get an error message saying SOMETHING IS WRONG try again later. I can watch Prime on other platforms, just not through SKY.  

[SP59]

Yes, it's still no better than it was, in fact we now need to switch off/on just to get ordinary tv channels. There's definitely a common issue, and Sky should be putting in more effort to fix it. Our other streaming puck works fine, which suggests that it affects only certain batches of puck. 

[Marlu-Nyu]

As Prime works for you on other devices, this sounds more like the Prime Video app data on the Sky Stream puck rather than your Prime account itself.

Try this first:

1. Restart the Sky Stream puck:
   Home > Settings > System Management > Resets & Updates > Restart device

Or switch the puck off at the wall for a minute, then switch it back on.

1. After it restarts, run an app refresh:
   Home > Settings > System Management > Resets & Updates > Refresh apps

You can carry on using the puck afterwards, but the refresh can take several hours and sometimes up to 24 hours to fully complete, so it is worth trying again later as well.

Also check that Prime is not already streaming the same programme on two other devices, and temporarily turn off any VPN/proxy if your broadband/router uses one.

If it still fails after the app refresh has completed, post back with the exact Prime error wording or error code, whether it happens on every Prime title or just one programme, and whether other apps on Stream play normally.

[Bobg7]

When I try to open the prime video app on my Samsung smart tv, it appears in a small box in the top left hand side of the screen.  The only way to solve this seems to reboot the puck every time.  Anybody have any ideas?

[Stephen+Mourton]

@Bobg7   I presume you mean on your tv via Stream?

Try an app refresh.  Settings, System management, Reset & restart.

[BEX65]

I am experiencing the same. Been sent round in circles trying to get help. Clearly a PUCK issue

[BEX65]

SKY needs to fix this issue and at least confirm that they are aware and have been for some time. I would like to be reimbursed for this.

[BEX65]

I have tried all and none have worked. Looking back at all the other complaints (and there are many) SKY is well aware of this issue and have done nothing to resolve it. I have not only wasted hours on trying to fix this but also am not getting what I have paid for. I would like some sort of compensation for my inconvenience please. 

[-Heather-]

Hi @BEX65, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 
 

[best+of+the+best]

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@BEX65 wrote:

I have tried all and none have worked. Looking back at all the other complaints (and there are many) SKY is well aware of this issue and have done nothing to resolve it. I have not only wasted hours on trying to fix this but also am not getting what I have paid for. I would like some sort of compensation for my inconvenience please. 

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Fair comment @BEX65 its only an inconvenience when you can't watch it on another device or platform your previous post states  " you can watch Prime through other platforms just not through Sky"

Not sticking up for Sky or Amazon as it's been an issue for sometime now even when it launched on Sky Q 

Have you taken it up with Amazon seeing as they own the app and not Sky.

Yes it is an inconvenience when we have to change to another platform to watch the Prime app but haven't we always done that before the Prime app landed on the Sky platform.