How to Fix It When Amazon Prime Video Is Not Working

Solve your Prime Video problems

There are dozens of Amazon error codes that you can run into when streaming Amazon Prime Video, and the error messages aren't always that helpful when it comes to figuring out the problem. For the most part, Amazon error codes indicate a specific type of problem, like a slow internet connection, hardware issues, and software issues.

To get to the bottom of the issue, you typically need to identify what type of error code you're dealing with, and then check and test everything that could cause that general kind of problem.

A man views an Amazon Prime Video error message on his laptop.
​zoranm / iStock / Getty

General Amazon Error Code Troubleshooting Tips

Most of the problems associated with streaming video with your Amazon Prime membership are the result of poor internet connectivity, problems with your streaming device, or problems with the Prime Video app.

Since most failures can be grouped into just a few categories, you can fix a lot of Amazon error codes with these troubleshooting tips.

  • Restart your streaming device.
  • Restart your home network devices.
  • Improve your wireless connection, if possible.
  • Switch from a wireless to a wired network connection.
  • Update your Prime Video app.
  • Clear your Prime Video app cache, or reinstall the app if necessary.
  • Make sure your streaming device is fully updated by Amazon.
  • Update your streaming device if necessary.

Most Amazon Prime Video problems can be fixed by going through those basic troubleshooting steps, but an error code can help you focus on the actual source of the problem more quickly.

If the Amazon web player or the Prime Video app provided you with an error code when you experienced your playback error, check below for more specific instructions.

How to Fix Most Prime Video Streaming Problems

Most streaming problems with Amazon Prime Video are related to internet or network connectivity. To stream from Amazon, your device needs to be able to sustain a 3.0 Mbps for standard definition content, a 5.0 Mbps connection for high definition content, and 25 Mbps for 4K streaming.

If your device doesn't have a solid internet connection, or your internet connection is too slow, you will experience trouble streaming from Amazon. You may see one or more of the following error codes:

  • 1007, 1022, 1060
  • 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306
  • 8020, 9003
  • 9074

To fix Amazon Prime Video streaming problems:

  1. Verify your internet connection speed on the device that provided the error code, if possible.

  2. If your streaming device isn't connected to the internet, or it has a slow connection, try moving the device or your wireless networking equipment to establish a better connection.

    If you have a large house, your router may not be powerful enough to reach every room with a signal strong enough to stream video.

  3. If possible, remove sources of wireless interference and switch your Wi-Fi network to a channel that isn't congested.

  4. If other devices are using a lot of bandwidth on your network, temporarily disable them.

  5. Try switching to a wired Ethernet connection.

  6. Power cycle your network hardware and your streaming device.

Since most streaming issues are caused by connectivity problems, the idea is to rule out all of your hardware and software. If everything checks out on your end, then you can contact your internet service provider (ISP) and Amazon to let them know about the problem. In most cases, you'll have to wait for one or the other to fix an underlying issue before Prime Video starts working again.

How to Fix Amazon Error Code 1060

Amazon error code 1060 is a connectivity error that indicates your streaming device doesn't have a good connection to the internet, isn't connected to the internet, or that the Prime Video servers are down. This code appears when the Amazon web player or the Prime Video app isn't able to load a video, and it provides a message like this:

  • Ensure your device is connected to the Internet and then select Retry. If the connection works, but you are still seeing this message, restart the app or contact Amazon customer service.
  • Error code: 1060

To fix Amazon error code 1060, you need to make sure you're connected to the internet and have enough bandwidth. Verify that your device has an internet connection and make sure that you have enough bandwidth to stream from Amazon Prime Video. If you still see Amazon error code 1060 after shutting down your devices and restarting them, and you've verified that you have a solid internet connection and enough bandwidth, there may be an issue with Amazon's servers.

How to Fix Amazon Error Code 7031

Amazon error code 7031 indicates a server error. When this error occurs, you'll usually see a message like this:

  • Video Unavailable
  • We're experiencing a problem playing this video.

This error is commonly seen when streaming from the Amazon website using the Prime Video web player, but it can also occur on streaming devices. When this error code appears, you may find that you are able to stream some shows and movies while others fail to play.

  1. Check to make sure there isn't a problem with Amazon Web Services. Since Amazon error code 7031 is a server error, it's often caused by problems with Amazon's servers. Check social media like Twitter, and service monitors like Downdetector.

  2. Check the network connection status of your wireless devices.

  3. Update your web browser or streaming app.

  4. Turn off the Do Not Track setting in your web browser. If you have this setting enabled, you won't be able to stream Prime Video using your web browser. Either disable the setting or try streaming with the Prime Video app on a different device.

  5. Enable two-factor authentication. If you're trying to stream Amazon Prime Video through a third-party service, you need to enable two-step verification on your Amazon account.

  6. Try a virtual private network (VPN). If you're trying to stream content that isn't available in your location, you may see error code 7031. Either stream content that is available, or use a VPN to access the content you're interested in.

Since Amazon error code 7031 is a server error, it's important to verify that the servers are actually up before you do anything else. If you don't see any evidence that the servers are down, then you need to move on to checking your own internet connection and updating your software. If you still experience this error after everything, you'll need to contact either Amazon or your ISP for more assistance.

How to Fix Amazon Prime Video Download Problems

Amazon Prime Video allows you to download content to your phone or tablet using the Prime Video app. Once you've downloaded content in this way, you can watch it even if you don't have an internet connection. If you find that you have a problem downloading and viewing Amazon Prime Video content, there are a few things you can do to fix the issue.

When this type of problem occurs, you'll usually see a message like this:

  • We've encountered a problem with this video. Please try again. If this problem continues, please contact Amazon Customer Service.
  • You don't have any downloaded movies.

To fix this problem:

  1. Verify that your Amazon Prime membership is active. This feature is only available if your membership is currently active. If you are a member through someone else, make sure they didn't remove you.

  2. Check your location. The Prime Video download feature only works if you are in your home region, and if your region supports the feature. If you are from the United States and travel out of the country, you won't be able to watch downloaded Prime Video content.

  3. Disable your VPN. Do you have a VPN on your device, or is there a VPN set up on your router? If Amazon thinks you're in a different country due to a VPN, you won't be able to watch downloaded content.

  4. Restart your streaming device. In some cases, restarting Roku or resetting Chromecast will fix whatever glitch might be causing problems. You can even turn off your Apple TV and then turn it back on to see if a power cycle will help it.

  5. Clear your Prime Video app cache, or reinstall the app altogether. If there is corrupt data in the app cache or a problem with the app, then clearing the cache or reinstalling the app will fix your problem.

How to Check If Amazon Prime Video Is Down

If it seems like everything is okay on your end, then you may want to use a service monitor like Down Detector to check for problems. These service monitors constantly check to see if services like Amazon Prime Video are functional, and they make it easy to see if there is a widespread problem. While this won't help you fix your Amazon error code, it will show whether or not the problem is actually on Amazon's end.

Here's how to use Down Detector to see if other people hare having trouble with Amazon Prime Video:

  1. Navigate to Downdetector.

  2. Click on the search box and type Amazon Prime Video, then press Enter on your keyboard.

    Don't just type Amazon or, because we care about the Amazon Prime Video service here, not just the main website.

  3. Look at the Amazon Prime Video problems timeline and make note of any recent reports.

  4. Scroll down and click the Live Outages Map button.

  5. Check for any outage hotspots in your area. If you see an active outage in your area, you will have to wait for Amazon to fix the problem.

  • How do I cancel Amazon Prime?

    To cancel Amazon Prime, go to Account & Lists > Your Prime Membership > Manage Membership > End Membership. You'll have screens reminding you of lost benefits, to confirm cancellation, select Cancel My Benefits.

  • How do I cast Amazon Prime Video to my TV?

    Using Chromecast on a mobile device, open the Amazon Prime Video app and tap Cast. Select Chromecast, then play your video. On a computer, go to the Amazon Prime Video website in a Chrome browser, and select the three-dot menu > Cast.

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