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user_4lbcg7
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3 Messages

Monday, September 29th, 2025

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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20 days ago

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XfinityEmilyB

Official Employee

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2.4K Messages

25 days 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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3 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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24 days 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? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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24 days ago

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user_4lbcg7

Visitor

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3 Messages

Catch 22:  I want to uninstall, then reinstall, but the first step of that procedure requires launching the app to uninstall it.  And . . . , of course, I cannot launch the app.  Maybe there is another way of uninstalling the app of which I am unaware?  

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20 days ago

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sailorbear510

Contributor

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64 Messages

Apps on the Xfinity Box are managed by them and or the company responsible to manage the content EX - Amazon. Which box do you have? Could the easy solution be to replace the box with a new one but hope that the problem does not appear again? On a new box with the Amazon App when you have no user logged in you can add the account by logging into your Prime Account on your phone and scanning the barcode that is on the TV from the Prtime App to make the login easier. 

An alternative you can perform a system refresh on everything in your house which may clear the problematic app but again its not a guarantee. More information here: https://www.xfinity.com/support/articles/x1-system-refresh 

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*Please note I am not an employee of Xfinity in any way. I am using customer support skills and my passion of helping others. If something I reply to is helpful please give it a like. Thank you very much!*

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20 days ago

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XfinityThomasA

Official Employee

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2.9K Messages

 

user_4lbcg7 - Oh no! Are you able to test logging into Prime online via their vwebsite to see if the issue is isolated to their app?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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20 days ago

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