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Switching to Prime Video randomly
I'm not sure what to do about this, but for the last 3 days, Prime Video starts randomly. We have been watching recorded shows, with no one touching the remote, and Prime Video just starts. I don't have the app for it, we generally watch it on channel 424 when we want to use it. Every morning for the last 3 days it is on the opening screen for Prime when I turn the box on. I put it on 104 every night when I go to bed because I like to watch the news in the morning, but it has been on Prime for the last 3 days. I have only noticed it while watching recorded stuff or first thing in the morning, but it's just annoying. Wondering if it's happened to anyone else.
Hi everyone, a quick update that Amazon has deployed a fix for this issue and this is now resolved. The issue originated from a bug within the Prime Video app on handheld devices that causes random start-ups on the boxes. Please ensure you have the latest Prime Video app on the phone or tablet that you're using. If you're still experiencing this issue, please chime in and let us know. Thank you for everyone's patience while we worked with Amazon to address this issue.
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This has been happening for about a month for me as well… similar to others, not on Amazon or Prime on my mobile when it happens. It just switches midshow asking who is watching. Seems to be happening the most on my main tv box where the wifi is too but it also does happen less frequently on my 2nd box downstairs. Unplugging the power, waiting a minute and rebooting does not fix it. Definitely a wider problem than anticipated.
- When this happens I log into Netflix on channel 422 and then log out again. I think the box can only process one app at a time and this causes it to “release” Amazon Prime. Try and see if it works for you.
Sent from my iPhoneI've found that just hitting the guide button makes it go back to regular tv, or whatever I was watching when the switch happens. Still annoying though.
- Mine has been doing this for the last week, regardless of what box is on and sometimes multiple times in the same hour. Very annoying…
I am having the same issue.
- Right? All the time.
This has been happening to me for weeks. Just happened 3 times in a row. very annoying. Something new is when I try to leave the app and go back to TV, it asks me if I want to exit application which it only does during this glitch.
we have tried talking to the tech people, getting new boxes but nothing seems to work. I have unplugged and plugged more time than I can count. that seems to be their go to solution. one of the tech people told me they had never heard of the problem before. LOL.
I have this issue also. they sent me new boxes but no help. now I am on hold again to give the tech folks another try.
I haven't had it happen since I posted about it. So apparently talking about it will stop it from happening! 🙂 It's been 2 weeks or so since it last happened, so hopefully it stops happening for you. I didn't do anything to my boxes, so I'm hoping it was a glitch.. Good luck.
I spoke too soon. It's been happening again for the last 4 days, Just randomly starting while we watch tv, or turning it on in the morning and its on the start page, asking who's watching. We've never used the app. We always turn it to channel 424 to use prime. Is there anyway to remove the app from the box?
- Thank you!
I've had the same this happen on my Telus TV+. device. I chalked it up to app bugs. I've it happen 3-4 times in last couple weeks.
- I have this happening on 3 TVs non stop. It is very annoying and interrupts whatever we are watching.
KHRTELUS Team Member
Hi TheresaK valeriemufford GreyHairedDWGuy
Do you have the Prime App installed on a mobile device by chance? We have gotten a few reports of similar occurences, and in at least one instance, the Prime Video mobile app is running in the background on a phone, and unlocking the phone causes the Prime App on the Set-top box to launch.
Our technical teams are digging into this, but any details that you can share will be helpful; are you watching Live TV (which channel), On Demand (which program), Recordings? What's the model number of the device this is happening on? What time is it happening? Are you doing anything related to Amazon or Prime Video on your phone/computer at the time you notice this occuring?
Thanks!
- dru
Community Manager
That's definitely a first. Can you try powercycling the set top box to see if that helps? Unplug for 10 seconds, plug it back in just in case something in the memory is triggering this? Similarly if you can reboot you TV through the power settings, it'll help rule it out.
