How to Fix Prime Video Not Working on Fire TV Stick

Authored by: Support.com Tech Pro Team

1. Introduction

The Amazon Fire TV devices allow you to enjoy live TV, streaming content, online games and apps right from your TV screen. At times you may get error messages while trying to watch videos. This guide will show you how to troubleshoot and repair video related errors on your Fire TV.

2. Error Code Types

When watching videos with Prime Video, at times you may see on-screen error messages that interrupt your streaming. This guide will offer you some assistance with some of the most common errors you may see on your Fire TV.

Based on the error code you may receive, they can be of the following types:

• Video or Playback Errors:
  1007, 1022, 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003
  
  
• Video or Application Unavailable Errors:
  5505 or 1055
  
  
• Payment and Order Errors:
  2016, 2021, 2023, 2026, 2027, 2028, 2029, 2040, 2041, 2043, 2044, 2047, 2048, 7035
  
  
• PIN Errors:
  5014, 5016

3. Video or Playback Errors

Video or Playback Errors occur when there's a problem connecting to the Prime Video service.

Next, we will cover some troubleshooting steps that you can try to resolve common playback issues.

4. Restart

Restarting your Fire TV depends on the type of device you have:

• Fire TV Set-Top Box or Stick
• Fire TV Edition Smart TV

For a Fire TV Set-Top Box or Stick you can do the following:

1. Press and hold the Select and Play/Pause buttons at the same time for about five seconds.
   

1. Or, From the main screen of your Fire TV, go to Settings.
   

1. Then go to Device.
   

1. And choose Restart. Confirm your decision by selecting Restart.
   

1. Alternatively, you can unplug the power cord from the device, wait 10 seconds and then plug it back in.
   

For a Fire TV Edition Smart TV you can do the following:

1. Press the Power button on the remote, wait for 10 seconds and then press it again.
   

1. Alternatively, you can unplug the power cord from the outlet, wait 10 seconds and then plug it back in.
   

5. Reduce Network Usage

A busy network can affect connectivity. If other people or unattended devices on your network are streaming video or audio, downloading content, heavily using the internet while you are trying to use it at the same time, your device may have trouble establishing a connection, maintaining a stable connection or may just have slow network performance.

To reduce network usage you may want to turn off or disconnect from the network any devices that may be heavily using up the network.

6. Reduce Wireless Interference

Wireless signal interference can cause performance issues such as slow or intermittent connections and even complete disconnects. This interference involves the presence of:

• Electromagnetic fields created by other electronic devices such as: Wi-Fi or Bluetooth capable devices, cordless phones, baby monitors, remote controlled toys, microwave ovens, seasonal lighting, garage door openers.
• Structural materials in walls, floors, furnishings or other large objects.

To reduce wireless signal interference, look for any of the above devices, turn them off temporarily and check if the issue persists. If it does, then:

• Consider moving the affected device or any of the other devices further from the affected device.
• Alternately, if possible, you can select different wireless channels in the devices' configuration. Consult the devices' manufacturers documentation for details on how to make those changes.

The potential of structural materials to absorb wireless signal and cause signal loss or undesired behavior is as follows:

Interference PotentialType of MaterialLowSynthetic material, wood, glassMediumBrick, marble, waterHighConcrete, plasterVery HighMetal

7. Power Cycle Home Network

1. Remove the power cable from both your modem and router.
   

1. Verify all lights are off on the modem and router.
2. After 30 seconds, plug in your modem and then your router.
3. It may take a few minutes for the internet to reconnect.

8. Check Other Devices

Check if other devices on the same network are having the same connectivity issue. This applies to situations when:

• You are unable to connect to a Wi-Fi network:
• Try connecting to the same Wi-Fi network with other devices.
• You have no internet access or you have slow or intermittent connectivity:
• Try loading webpages, watching online videos, listening to online music or playing an online game with other devices connected to the same network, preferably through an Ethernet connection.

9. What's next?

10. What's next?

11. Availability Errors

If you receive a Video/Application Unavailable Error when attempting to stream Prime Video content on your Fire TV, you will need to ensure your country settings are updated to the country you are streaming content from.

We will show you how to accomplish this.

12. Update Location Settings

1. Open a web browser of your choice on any device and go to www.amazon.com/mycd.
   

1. You will be asked to Sign in to your Amazon account. Type in the email or phone number associated to your Amazon account and click or tap Continue.
   

1. Then type in your Amazon account password and click or tap Sign in.
   

1. Once logged in, go to Settings, then to Country/Region Settings to expand that section and click or tap Change.
   

1. Fill in your name, location and phone number then click or tap Update. Your country of residence has to be supported for this fix to work.
   

1. To complete this process, you need to switch to your Fire TV and deregister then reregister your account. After that, It make take up to an hour for the changes to take effect.

13. Amazon Account

1. Using your remote, from the main Fire TV menu go to Settings.
   

1. Then go to My Account. Fire TVs come pre-registered with the account they were purchased under and this should show up under Amazon Account.
   

1. If you wish to register with another account, select Amazon Account from the screen then select Deregister. You will be asked to confirm your choice. Select Deregister again.
   

1. 
   
2. De-registering a Fire TV device removes all content associated with the respective Amazon Account.
3. Once de-registered, you can re-register your Fire TV with any Amazon Account you choose by selecting Register.
   

1. Type in the email address associated to the Amazon Account then select Next.
   

1. Then type in the password for your Amazon Account and select Sign In.
   

1. Your Fire TV will be registered with the chosen Amazon Account.

14. What's next?

15. Payment or Order Errors

Payment and Order Errors occur when there's a problem processing one of your Prime Video orders or with your order payment method. You can try the following to resolve common order issues:

• Check your payment settings and location - Prime Video on Amazon.com is only available to customers located in the United States and U.S. territories . To purchase Prime Video titles, you need an Amazon account, billing address, and 1-Click payment method from an eligible location.
• Check the order - Go to Your Digital Orders, and look for on-screen messaging about a problem with the order. You can also verify your payment details if needed, and try the order again.

We will cover both of these next.

16. Check Payment Settings

1. Open a web browser of your choice on any device and go to www.amazon.com/mycd.
   

1. You will be asked to Sign in to your Amazon account. Type in the email or phone number associated to your Amazon account and click or tap Continue.
   

1. Then type in your Amazon account password and click or tap Sign in.
   

1. Once signed in, click or tap Change to the right of Memberships and subscriptions or Rentals or purchases.
   

1. Select Edit payment methods to verify that your payment method is valid and location is eligible, and correct if necessary. Select Add a card if you wish to add a new payment method. Once you filled out all the required information select Continue.
   

17. Check Digital Orders

1. Open a web browser of your choice on any device and go to www.amazon.com/mycd.
   

1. You will be asked to Sign in to your Amazon account. Type in the email or phone number associated to your Amazon account and click or tap Continue.
   

1. Then type in your Amazon account password and click or tap Sign in.
   

1. Once signed in, look through your orders, find the one that you're having issues with and look for on-screen messaging about a problem with the order. Select Order Details to learn more.
   

1. You can also select Retry or edit credit card to verify your payment details if needed, and try the order again.

18. What's next?

19. PIN Errors

PIN related errors occur when there's an issue with your Prime Video PIN.

PIN issues are typically temporary. Try waiting a few minutes, then enter your PIN again. If the problem continues, you can reset your Prime Video PIN from your Prime Video Settings.

We will cover this next.

20. Reset PIN

1. Open a web browser of your choice on any device and go to www.amazon.com/mycd.
   

1. You will be asked to Sign in to your Amazon account. Type in the email or phone number associated to your Amazon account and click or tap Continue.
   

1. Then type in your Amazon account password and click or tap Sign in.
   

1. Once signed in, go to Parental Controls and select Change under Prime Video PIN.
   

1. Enter a new PIN then select Save.
   

21. What's next?