This topic

Prime video crashing after 1 minute

Janecfc — Fri, 04 Aug 2023 14:37:40 GMT

Hi,

I have an issue with Prime Video app in that it crashes after 1 minute and takes me back to main menu. I have tried all previous advice given, ie restart router and factory reset tv box.

Please can you let me know if there is anything else I can do to get the problem resolved.

Re: Prime video crashing after 1 minute

brimar — Sat, 05 Aug 2023 07:14:33 GMT

Janecfc

You are not alone in this. I have been experiencing the same problem for a while now.

I have spent many an hour or so, talking to the online chat. Trying all the "fixes" that BT suggest. All to no avail.

Last week, I was sent a new box, which I was assured would fix the issue. It did not, and now I am awaiting a call from the offline "experts", who, I have been told, will fix it.

I am not holding my breath.

As I say, you are not alone. Have faith. ha ha ha.

Re: Prime video crashing after 1 minute

gomezz — Tue, 08 Aug 2023 10:14:15 GMT

As a counter I been watching Prime Video all morning today on my 4000T with no problem.

Re: Prime video crashing after 1 minute

David_H — Tue, 08 Aug 2023 10:39:33 GMT

Hello @brimar and @Janecfc - sorry to hear about your issues with Amazon Prime on the BT TV Box.

I'm not sure that I'm an offline expert but if you could you drop me a PM with details of your TV box serial numbers and if possible answers to some / all of the following to help direct the investigation - any more info would be helpful but not essential.

When did the problem happen	Approx date / time
Has the issue happened more than once?	approx how many times, has it got worse recently?
Does the app load and the main menu appear?
When does the app crash?	e.g. On loading / during navigation / on a play request / during playing content
When the app crashes, where does the box navigate to? EG main menu, TV channel etc	Any other comments or observations would be super helpful

appreciate your help.

Thanks

David

Re: Prime video crashing after 1 minute

Janecfc — Tue, 08 Aug 2023 10:43:24 GMT

Thanks for your reply but I have now cancelled my Prime membership.

Re: Prime video crashing after 1 minute

brimar — Tue, 08 Aug 2023 15:55:01 GMT

Hello David_H

Box is : Humax DTRT2100

Variant : 84B08500

S/No. : +080753+2048512856

The problem started some time ago. I can"t remember exactly. But, it"s a while.

It happens EVERY time I try to watch live sport, or, a film. It has got worse recently. The APP loads, but it takes an age. It sometimes starts with the sound. No picture! Then maybe the picture loads, sometimes not. If the picture loads, some times it crashes immediately. Some times it will play for a few minutes, and then crash. When it crashes, it goes back to the page with the APPs.

If I stream "Prime" on another device, it works perfectly.

Hope this is of some use.

Brimar

Re: Prime video crashing after 1 minute

Sedgy — Wed, 09 Aug 2023 14:50:19 GMT

I am also having this problem with Amazon Prime. I can watch it on my tablet and my laptop but not on my TV via the BT box. I have most recently been trying to watch Jack Ryan. It sometimes crashes up to 5 or 6 times during play back, it goes back to the app screen so you select again, sometimes it buffers for ages and restart with sound and no picture or vice versa. You dare not try to pause or rewind once its on a roll, it just freezes all over again and you are back to square one. All other apps work fine, with the exception of ITV hub which also occasionally just drops out. The Amazon one is the most frustrating. Is it Amazon or BT set top which is the problem?

Re: Prime video crashing after 1 minute

brimar — Wed, 09 Aug 2023 14:59:59 GMT

To me, it’s the BT box. I can stream “prime” on all my other devices. It’s just the BT box that I have problems with.

Re: Prime video crashing after 1 minute

Sedgy — Wed, 09 Aug 2023 15:05:23 GMT

Yes same for me, I am new to this community, do I have to log this separately or do these threads get looked at?

Re: Prime video crashing after 1 minute

David_H — Wed, 09 Aug 2023 15:31:38 GMT

Hi @Sedgy and thanks for posting. You can add any info here and I'll add it to our ongoing investigation.

We have had several reports from Humax DTRT2100/G4 customers now and have a ticket open with Youview and engagement with Amazon to help drive the triage and investigation.

In addition to the items I listed previously, another thing that will help us is the Amazon Device ID for the box - you can get that from inside the Amazon Prime app by left clicking to see the menu, then selecting "Contact Us" -the DID is on the right hand side as shown below from a test box:

Amazon DID

Please note - the DID is a unique ID for your box, so please don't share on the thread , but please send to me as a PM in the 1st instance and that we can then check with Amazon where possible.

thanks

David

Re: Prime video crashing after 1 minute

David_H — Wed, 09 Aug 2023 16:18:19 GMT

Hi @brimar, thanks for the very helpful details and serial info which I've added to our active investigation. When you stream Prime from the other device, is that to the same TV? Thanks, David

Re: Prime video crashing after 1 minute

brimar — Wed, 09 Aug 2023 16:29:50 GMT

Hello David_H.

YES. I stream my other device through the same TV.

Re: Prime video crashing after 1 minute

Sedgy — Wed, 09 Aug 2023 16:47:09 GMT

To be honest I first encountered this months ago, may be even last year. It was when I was trying to access films. It is only more recently I have been trying to access the seasons of Jack Ryan that it has become particularly annoying.

It goes like this, click on Amazon App it is extremely slow responding and if you click something else with impatience, it registers it and might do it randomly, later. When you find the program to continue watching , again very slow response times, sometimes it buffers and then plays for a few minutes, sometimes up to 20 mins, then it can either buffer for ages then fail and revert back to the app screen or just stop and go back to the app screen. After this has happened about 5 or 6 times, you give up and go to bed!!!

For this reason I tend to use other apps instead, which I have no problem with. I hope this adds weight to getting the issue looked at and between Amazon and BT I hope you can get it sorted.

thanks

Re: Prime video crashing after 1 minute

brimar — Wed, 09 Aug 2023 17:18:11 GMT

Hello sedgy.

Your description echo's mine EXACTLY. AND, we are not alone. I am in touch with a BT TV " expert" about this issue, and am hoping that it will be sorted eventually.

Re: Prime video crashing after 1 minute

Sedgy — Wed, 09 Aug 2023 17:22:50 GMT

Yes I have messaged David H with the other details he asked for....fingers crossed

Re: Prime video crashing after 1 minute

gomezz — Wed, 09 Aug 2023 19:07:25 GMT

I was streaming the Wales v England rugby from the weekend this morning and the commentary was a few seconds behind the picture. Mind this was both on my Youview box and also the same when I tried on my Chromecast dongle which suggests an encoding problem at Prime Video Central. Did not notice the same yesterday with the Scotland game nor with an episode of The Grand Tour I also watched today.

Re: Prime video crashing after 1 minute

brimar — Wed, 09 Aug 2023 19:49:18 GMT

I don"t even attempt to watch the rugby through the TV box. I watch it on my computer ( Apple ). As for the encoding problem. That"s a bit beyond me knowledge I'm afraid. But it may help in the BT Investigation. I'll pass it on. Thank's.

Re: Prime video crashing after 1 minute

David_H — Thu, 10 Aug 2023 10:26:50 GMT

Hi, some changes were made last night that should see improved stability in the Amazon Prime app on the Humax devices.

We would appreciate any updates on whether you are now seeing improvements in overall use, and thanks to everyone who has helped by reporting on this thread.

Cheers

David

Re: Prime video crashing after 1 minute

gomezz — Thu, 10 Aug 2023 12:18:12 GMT

Watched the Ireland v Italy game from the weekend this morning and the audio sync was fine as far as I could tell (need a talking head to properly check to the split second which you don't get from a sports event commentary).

Re: Prime video crashing after 1 minute

brimar — Thu, 10 Aug 2023 16:36:06 GMT

Hello David. Earlier, I watched, about 30 mins of a film, and am now watching LIVE tennis from Canada.

This is a definite improvement. Although it took an absolute age to load, and navigate through the pages, it has not crashed as yet. Hopefully, you are on the right track!