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valeriemufford's avatar
valeriemufford
Organizer
3 years ago
Solved

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...
  • Optik-Kate's avatar
    Optik-Kate
    2 years ago

    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. 

Optik-Kate's avatar
Optik-Kate
Icon for TELUS Team Member rankTELUS Team Member
2 years ago

Hi Everyone,

 

I wanted to provide a quick update on the Prime Video issue, especially since the previous workaround may have been buried in the thread.

 

Progress Update: We've been diligently collaborating with Prime Video, pinpointing the problem with their recent app update. Currently, we're in direct communication with Amazon and are eagerly awaiting their fix release.

 

Please be aware that TELUS technicians and agents are unable to address this issue directly, and swapping boxes will not resolve this issue.

 

Temporary Workaround: When encountering the Prime Video pop-up glitch, follow these steps:

  1. Close the Prime Video app on your box.
  2. Open another app like Netflix or YouTube and then close it.
  3. If you have the Prime Video app running on your phone, force close it.
  4. If Prime Video is running on your mobile or tablet devices, unlocking those devices may trigger Prime Video on your box.

This response will be marked as the solution for easy reference.

Thank you for your patience as we work towards a permanent resolution.

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