Help & Customer Service

Solve Video Issues on Your Fire TV

If you're having trouble watching movies and TV shows from Prime Video or other streaming services, follow these troubleshooting steps.If you're having trouble with video or streaming services, follow these troubleshooting steps.

Restart Your Fire TV Device

Disconnect the power cord (from the back of the device or from the power outlet), and then plug it back in.

You can also use your remote to restart your device. Press and hold the Select Select Button and Play/Pause Play/Pause Button buttons at the same time, for about five seconds. Or, select Settings > Device > Restart from the Fire TV menu.

Check Your Network Status

For more information, go to Check Your Network Status.

Check Your Settings

To adjust your picture and audio settings, you can open Settings > Display & Sounds from the Fire TV menu.

Trouble Streaming Video in 4K Ultra HD on Amazon Fire TV (2nd or 3rd Generation), or Amazon Fire TV Stick 4K?

For more information, go to Watching Video in 4K Ultra HD on Fire TV.

Note: 4K Ultra HD video is only available on Amazon Fire TV (2nd and 3rd Generation), and Amazon Fire TV Stick 4K.

Clear Prime Video Application Data

If you're having trouble watching movies and TV shows from Prime Video, try clearing application data for the Prime Video app.

Select Settings from the Fire TV menu.
Select Applications > Manage Installed Applications > Prime Video.
Select Force Stop, and then select Clear Data.
When prompted to Delete App Data, select Clear Data again.

Tip: Try this step if you're seeing an on-screen error message, including "Error 13."

Clear Data for Video Apps

Clearing application data can also help resolve intermittent playback issues with apps you use to stream movies and TV shows on your Fire TV device.

Select Settings from the Fire TV menu.
Select Applications > Manage Installed Applications.
Select the application you're having trouble with.
Select Force Stop, and then select Clear Data.
When prompted to Delete App Data, select Clear Data again.
Restart your Fire TV device. Disconnect the power cord, and then plug it back in.

Important: Clearing application data doesn't delete the app itself. But for some apps, you may need to re-enter your account information after clearing app data.

Calibrate Your Display

If part of your video display is missing or cut off at the edges of your screen, your TV may be automatically scaling your picture.

You can use the Calibrate Display tool (Settings > Display & Sounds > Display > Calibrate Display) to adjust for this scaling.

You can make adjustments by opening the Picture or Display menu for your connected TV. Select the most relevant setting from the options available on your TV.

Follow the on-screen instructions to make adjustments with your TV remote. You should still see the gray arrows from the Calibrate Display tool. Make sure that the tips of the arrows touch the edges of your screen and are completely visible.

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