When playing Amazon Prime Video on your Xbox One, does it show “something went wrong” or crash and return to the Xbox logo?
There are several Xbox users who have reported the above-mentioned issue as well as the Green and Purple screen while playing Prime Video titles. If you are experiencing the same problem, you are not alone.
I’ve experienced similar problems with my new Xbox Series X, but I’ve seen similar issues on Xbox One Series S or say all variants of Xbox One. I found it strange that Prime Video works perfectly fine on 1st generation Xboxes, but stops working on newer Xbox Ones.
There was a lot of discussion on several support forums, official support, and social media sites about people not being able to play Prime Video titles on their Xbox consoles. I didn’t hold back and I jumped right in.
First of all, the problem arises due to a temporary glitch and can easily be fixed at home by following a few steps. In this guide, I will show you how to fix this issue by understanding what causes it and how to fix it.
In most cases, Prime Video does not play on Xbox One series devices due to incompatible HDMI cables, outdated software, or temporary glitches. In order to resolve this, you just need to inspect your HDMI cable, cold boot your Xbox, and reset it.
It is possible that there are other underlying issues as well, including DHCP, Dolby Digital, etc, which is why I have covered all possible fixes.
Table of Contents
Why Amazon Prime Video App Crashing On Xbox One?
The Prime Video app can stop working or crash mainly because of bugs in the update, as reported by Xbox users. This usually occurs after installing a new update.
Here’s how it comes, when you play a Prime Video title, it can be 4K or any other video quality, it starts normally, plays normally for a few seconds or a few minutes, then crashes with a “something went wrong screen” or shows you a green and purple screen before crashing back to the black Xbox logo.
After playing it again, it plays normally but then crashes again after a few minutes or around 10-15 minutes.
In some instances, it gives a black screen, and some users reported the Prime Video app had to be uninstalled and reinstalled.
Additionally, there are other factors that can cause Prime Video and Xbox problems, including incompatible HDMI, outdated Prime Video apps, network issues, etc. I have listed all possible problems below.
- Bad or half downloaded Update.
- Temporary Glitch on Xbox.
- Outdated Prime Video App.
- Xbox server down.
- Faulty or damaged HDMI cable.
Other than the steps listed above, the only option left is the bad Xbox update that can only be fixed by a new update or hard resetting the Xbox to get the latest stable version.
Since we now know what might cause Prime Video App issues on your Xbox, let’s move on to the main troubleshooting steps.
How To Fix Prime Video Issues on Xbox One?
The Prime Video problems you are experiencing on your Xbox One can be fixed by checking the server status, resetting the console, and then reinstalling the Prime Video application.
The above fixes the majority of issues, but in some cases due to different underlying issues, it doesn’t work. In that case, I’ve listed all possible fixes below. Please try them one by one, and by the end of this guide, your Prime Video should start working normally.
- Check Server Status
- Power Cycle Xbox and Wifi Router
- Reset
- Reinstall Prime Video App
- Switch HDMI Cable
Check Server Status
If you ever encounter the problem, the very first thing you should do is check the Xbox server status before going any further into the technical side of things.
In order for your Xbox to run all applications, you need an active server, and it should not be down, otherwise, none of the below-mentioned technical fixes will solve the problem.
So, If Amazon Prime Video isn’t working, then your Xbox server might be down and you’re wondering what’s wrong.
However, you can check the status of the server on the Xbox status page. When everything appears to be fine, it indicates that the problem is caused by something else.
Power Cycle Xbox and Wifi Router
Whenever you notice that your problem is being caused by poor internet, you can restart your router to resolve it.
Generally, restarting the router will fix any internet-related issues.
Rather than just restarting the WiFi router, we must also power cycle Xbox to remove any temporary glitch that could be conflicting with Prime Video.
First, clean the cache of your console by doing a power cycle:
- Press the Xbox power button for 10 seconds until you hear a small sound.
- Wait 10 seconds.
- After that, turn it back on.
Now with the router, Rather than 20 seconds, you need to unplug the router for at least 1 minute so that your internet provider assigns it a new IP address.
Reset
According to multiple users, official support, and in my case, doing proper power cycles solved the issue.
However, if that doesn’t work, you’ll need to reset your Xbox console as there might be some internal settings that are affecting prime video and a power cycle won’t remove them.
This is where the Reset will come in handy because it will remove any half-downloaded or bad updates on your Xbox as well as conflicting settings.
Here is how you can reset your Xbox one easily:
- Open the dashboard by pressing the Xbox button.
- Choose System > Settings > System > Console Information > Reset console > Restore and keep my games and apps.
- If you are asked to pull settings from an old Xbox, enter “no”
- If you signed in with your account, make sure you turned on your home console as well when you signed in with your account, that’s it.
Reinstall Prime Video App
The second last thing you can try is to reinstall Amazon Prime Video if the problem persists.
After you re-install the application, any problems it may have will be eliminated automatically. You will automatically be logged out when you reinstall the application, so remember your credentials beforehand.
- You can access your Xbox console’s “My games and apps” section by going to the “My games and apps” tab.
- On the left panel of the screen, tap the “Apps” section. On the console, there are different applications installed.
- Select Prime Video from the list of installed applications.
- Select “Menu” from your controller to access Prime Video’s various options.
- Now, From the list of options, “Choose Manage app”.
- The final step is to click on “Uninstall” the application presented in the following screen.
Restart the console once you have uninstalled Amazon Prime Video. You will need to download and install Prime Video again. Once you log in, you will no longer encounter Xbox Series X/S not working or crashing problems.
Switch HDMI Cable
You might find it strange, but a regular HDMI cable that connects your TV to your Xbox console can also cause problems, in which case I would suggest cleaning your ports, inspecting the HDMI cable, or even trying a spare HDMI cable.
Another option is to get a high-speed HDMI cable for your Xbox and TV setup, which usually provides a better experience without any issues.
Bonus Fix:
For this fix, you will need the Xbox app. On my iPhone, I used it. You can then use the remote control feature to open and select your show from the menu. Make sure you wait until the show has started before using the Xbox controller.
Conclusion
The Xbox One and Prime Video applications are a good combination and it supports all high-resolution formats. It is quite common to experience issues where Prime Video stops working or crashes on Xbox One. The good thing is you can fix this at home by following a few steps.
Previously, I had this issue on my Xbox and was able to resolve it by following the above methods. If you have any other issues, feel free to leave a comment below.
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Kazhiko Kuro is the Founder of StreamingStash.com. Over a span of 8+ years, He has tested, researched, and written hundreds of articles and guides on how to fix common issues with TVs, streaming media players, streaming services, and related devices. See our Editorial Guidelines and Content Integrity.
