prime video won't launch

Amazon prime no longer launches. After using this app successfully for about 15 years, with xfinity, now I no longer have access to Amazon Prime through xfinity. Looking for information about how to fix this is nearly impossible on this garbled website with limited (no) user support. And I see this kind of problem dates back about five years or so. No help. No information. No human to contact (though I saw one can make "direct contact" by following six or so "simple" steps).

Yes, this is very frustrating. The app launches on my home laptop/desktop and runs prime just fine. My internet speed is through the roof and running like a top. My router has been rebooted. My LG TV updated with all apps and rebooted. But . . . Amazon Prime still does not load.

Oh yeah, BTW, the topics and tags etc are reallly uninformed for this sort of problem.

Anyone out there?

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XfinityEmilyB

Official Employee

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2.4K Messages

1 day ago

user_4lbcg7 Welcome to our community forum! You've reached the perfect place to get help with the Prime app launching successfully. Thank you for already trying to reboot your modem and TV, and making sure the TV is up to date. Do you see an error message on your screen when you try to launch Prime?

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user_4lbcg7

Visitor

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2 Messages

No error message. Just a rotating set of dots that eventually stops rotating. Then I see an amazon "smile". Then . . . nothing happens. Glad to be in contact with an official employee! Thank you.

FYI, the same system accesses, YouTube and Netflix seamlessly, so this is very specific to Amazon Prime.

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2 hours ago

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XfinityDilary

Official Employee

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2.7K Messages

user_4lbcg7 I am glad you're able to access other apps and Amazon Prime through your PC/laptop. It sounds like this could be an issue with the App itself and not the internet connection. Do you have the option of updating the App through the LG TV? Or uninstalling and reinstalling it?

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1 hour ago

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prime video won't launch

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