Prime video keeps crashing on roku ? Steps to fix

We’ve all been there. Friday night. You’ve planned the perfect evening to unwind, blanket at the ready, snacks within arm’s reach, your living room bathed in the dim glow of anticipation. The excitement builds as you navigate your Roku to your favorite streaming service. But then it happens. Prime Video keeps crashing on Roku. Frustration mounts, your meticulously planned relaxation time grinds to an abrupt halt, replaced by a bewildering chase to troubleshoot what should be a seamless entertainment experience.

Prime Video has become a mainstay in households around the globe. A treasure trove of series, blockbuster films, and compelling documentaries, it offers a kaleidoscope of content that caters to a spectrum of tastes and preferences. And Roku, with its user-friendly interface and wide range of channels, is the gateway to this entertainment Eden. However, like all technology, it’s not immune to the occasional hiccup, and when your Prime Video starts crashing on your Roku device, it feels as if your gateway to relaxation just slammed shut.

But despair not. Although the interruption is aggravating, it’s not without remedy. Like any good mystery, resolving this technical conundrum requires a methodical approach. It’s time to don your digital detective hat, and restore your pathway to the entertainment haven you so rightly deserve. Whether it’s an issue of connectivity, an outdated app, or an overloaded system, the solution is likely within your grasp. So buckle up, dear reader, and brace yourself for a journey into the heart of your Roku device. Here’s how to breathe new life into your streaming experience, with the steps to remedy your Prime Video crashing dilemma.

Prime video keeps crashing on roku

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Understanding Roku and Prime Video

Brief Overview of Roku and Its Features

Roku is an immensely popular digital media player that provides access to streaming video services. Known for its sleek design and user-friendly interface, Roku offers a range of products from streaming sticks to smart TVs. Its key features include a simple, intuitive home screen, voice control capabilities, and a vast number of channels (or apps) available for download. Furthermore, Roku supports 4K content, perfect for cinephiles who seek the utmost visual clarity, and it also provides a private listening feature, which allows users to plug headphones into their remote or mobile device. Roku, truly a versatile gateway to endless entertainment.

Brief Overview of Prime Video and Its Content

Prime Video is a streaming service provided by Amazon that gives its members access to a wealth of content, including blockbuster films, popular television series, and a considerable array of original programming. This service stands apart through its incorporation of a rental and purchase feature for the newest movie releases not yet available for free streaming. Prime Video also supports 4K content and multiple profiles for personalized viewing experiences. From comedy to drama, documentary to fantasy, there’s a flavor for every taste in the Prime Video catalog. Prime Video’s inclusion in the suite of Amazon Prime benefits makes it a regular fixture in the roster of home entertainment sources.

Common Reasons Why Prime Video Crashes on Roku

Connectivity Issues

Connectivity issues are a common culprit when Prime Video keeps crashing on Roku. Streaming high-definition videos requires a stable and strong internet connection. If your Wi-Fi is unstable, has low bandwidth, or is experiencing interference from other devices, your streaming service may encounter hiccups, leading to Prime Video crashes. Sometimes, the problem may also lie in the connection between your Roku device and your television.

Outdated Prime Video App

Another possible reason why Prime Video may be crashing on Roku is an outdated app. All applications, including Prime Video, regularly release updates that improve functionality and fix bugs. An outdated app can lead to performance issues, including frequent crashes. So, ensuring your Prime Video app is up-to-date is crucial.

Overloaded System

Roku devices, while robust, do have limitations. If your device has too many apps installed or is running multiple heavy-duty apps simultaneously, it can lead to an overloaded system. This strain on your Roku’s resources can manifest as slow response times, freezing, or in this case, the Prime Video app crashing. Clearing up some space or closing background apps may be necessary to smooth out your streaming experience.

Fix: Prime video keeps crashing on roku 

1. Connectivity Issues

Identifying Connectivity Issues

Identifying connectivity issues can be the first step in resolving the annoying “Prime Video keeps crashing on Roku” problem. Signs of connectivity issues may include slow loading times, buffering during streaming, low-quality video output, or even an error message indicating a connectivity problem. Furthermore, if other devices in your household are also struggling to connect to the internet or experiencing slow speeds, it’s a clear indication that your connectivity might be the root of the problem.

Steps to Solve Connectivity Issues

Here are a few steps you can take to address these connectivity issues:

  1. Restart your Router: Sometimes, simply restarting your router can fix minor connectivity issues. Unplug it from the power source, wait for a few minutes, then plug it back in.
  2. Check your Internet Speed: Streaming services like Prime Video require a certain internet speed for smooth operation. For SD quality, you need at least 3 Mbps, for HD you need 5 Mbps, and for 4K Ultra HD you need 15 Mbps. You can check your internet speed using various online speed test tools.
  3. Reduce Wi-Fi Interference: Other electronics and certain types of building materials can interfere with Wi-Fi signals. Try to reduce the number of devices connected to the Wi-Fi while streaming or move your router to a more open location.
  4. Wired Connection: If the Wi-Fi signal is weak or inconsistent, consider using a wired connection via Ethernet cable if your Roku model supports it.
  5. Update Router Firmware: Make sure your router’s firmware is up to date. Most modern routers allow you to check and update the firmware in the router settings.
  6. Contact your Internet Service Provider (ISP): If all else fails, it might be worth contacting your ISP. They can often provide insight into whether there’s an issue with their service or offer other solutions.

2. Updating the Prime Video App

 Identifying an Outdated App

Identifying an outdated app on your Roku can be a bit tricky, as Roku doesn’t display the version number of the installed apps. However, frequent crashing, slower than usual performance, or seeing an error message are all potential signs of an outdated Prime Video app. Another telltale sign could be if the user interface or features of your Prime Video app seem out of date compared to versions on other platforms or devices.

 Steps to Update the App

Updating the Prime Video app (or any app) on your Roku is a straightforward process. Here are the steps:

  1. Press the “Home” button on your Roku remote to go to the home screen.
  2. Navigate to the Prime Video channel and press the “Star” button on your remote. This will bring up the options menu.
  3. In the options menu, select ‘Check for updates’.
  4. If an update is available, your Roku will download and install it automatically.

Remember, it’s a good practice to regularly check for updates for all your Roku channels, not just Prime Video. This will help you maintain the best possible performance and stability for all your streaming apps.

3. Overloaded System

 Identifying System Overload

System overload on your Roku device can result in various performance issues, including app crashes. This typically happens when your device’s memory is stretched thin due to too many apps installed or several apps running simultaneously in the background. Symptoms of system overload can include sluggish navigation, delayed command responses, and frequent crashing of apps, especially those that are resource-intensive like Prime Video.

 Steps to Manage System Overload

Here are a few steps to manage system overload on your Roku device:

  1. Close Unused Apps: Just like a computer, your Roku device can slow down if too many applications are open at once. By using the home button on your remote, you can close applications not currently in use.
  2. Uninstall Unnecessary Apps: Over time, you may have downloaded numerous channels on your Roku. Consider uninstalling the ones you no longer use. You can do this by navigating to the channel on the home screen, pressing the star button on your remote, and selecting ‘Remove channel’.
  3. System Restart: Restarting your Roku device can also help manage system overload by clearing temporary files and freeing up memory. Navigate to ‘Settings’ > ‘System’ > ‘System restart’ on your Roku device to perform a system restart.
  4. Factory Reset: If the system overload persists, you might consider performing a factory reset. This will bring your Roku device back to its original settings and remove all downloaded apps and user data. Keep in mind that this should be a last resort as it will require you to set up your Roku from scratch. You can perform a factory reset by going to ‘Settings’ > ‘System’ > ‘Advanced system settings’ > ‘Factory reset’.

4. Checking Roku System Updates

Regularly updating your Roku system software ensures optimal performance and can often solve a myriad of issues, including the “Prime Video keeps crashing on Roku” problem. If your Roku’s system software is outdated, it could cause compatibility issues with apps such as Prime Video.

To check for system updates, follow these steps:

  1. Press the “Home” button on your Roku remote.
  2. Scroll up or down and select “Settings.”
  3. Select “System.”
  4. Select “System update.”
  5. Select “Check now.”

If there’s a new software update available, your Roku will download and install it automatically.

Reinstalling the Prime Video App

Sometimes, merely updating the Prime Video app may not resolve the issue. In such cases, reinstalling the app might help.

To reinstall the Prime Video app, follow these steps:

  1. On your Roku home screen, navigate to the Prime Video app.
  2. Highlight the app and press the star button on your Roku remote.
  3. Select “Remove channel” and confirm your selection.
  4. Once the app is removed, restart your Roku.
  5. After restarting, navigate to “Streaming Channels” in the main menu.
  6. Search for “Prime Video,” select it, and click “Add Channel” to reinstall the app.

By reinstalling the app, you effectively ensure that you have the latest version and any corrupted data from the previous installation gets cleared out.

5. When to Contact Customer Support

Recognizing Unresolvable Issues

While many technical problems can be resolved with a bit of troubleshooting, there may be instances when it’s best to contact customer support. If you’ve followed all of the steps above and Prime Video still keeps crashing on Roku, it could indicate a more serious issue. This could range from hardware problems with your Roku device or TV to a glitch on the server side of Prime Video. It could also be an issue related to your Roku account or Prime Video subscription that needs to be rectified from their end.

Best Practices When Contacting Roku or Prime Video Customer Service

When contacting customer support, it’s best to have all relevant information at hand to ensure you get the help you need quickly. This might include your Roku model number, the software version you’re using, your Prime Video account information, and any error messages you’ve received.

Be prepared to clearly describe the issue you’re experiencing and the troubleshooting steps you’ve already taken. This can help customer service understand the problem better and guide you to a resolution more effectively.

Remember to stay patient and follow their instructions carefully. If the first solution doesn’t work, don’t hesitate to call back or ask to speak with a higher level of support.

Lastly, always make sure you’re contacting customer service through official channels to protect your personal and account information. You can find the official contact information on the Roku and Amazon Prime Video websites.

6. Resetting Your Roku: 

Sometimes, a simple reset can do wonders. To reset your Roku device, go to the Settings menu, select System, and choose the option to Factory Reset. This will restore your Roku to its default settings and may resolve the crashing issue.

7. Restart Your Smart TV:

 If you have a Roku TV, restarting it can also help. Simply turn off the TV, unplug it from the power source, wait for a minute or two, and plug it back in. Then, turn on the TV and check if the Prime Video app continues to crash.

8. Check Device Compatibility: 

Ensure that your Roku device and your Smart TV are compatible with each other and meet the system requirements for running Prime Video smoothly. Visit the official Roku and Prime Video websites for compatibility information and recommended device models.

9. Check Your Device Storage Space: 

Insufficient storage space on your Roku device can lead to app crashes. Go to the Settings menu, select System, and then choose Storage to check the available storage on your device. If it’s nearly full, consider removing unused apps or channels to free up space.

10. Unplug the TV and Roku Device: 

Power cycling your devices can help resolve minor issues. Turn off your Smart TV and unplug both the TV and the Roku device from the power source. Wait for a minute or two, then plug them back in and turn them on. This can refresh the system and potentially fix the crashing problem.

11. Incorrect Account Information:

 If you’re experiencing repeated crashes when trying to access Prime Video, verify that you’re using the correct account information. Double-check your username and password to ensure they are entered correctly. If you’re unsure, try resetting your password or contacting Prime Video customer support for assistance.

By following these detailed fixes, you can troubleshoot and resolve the Prime Video crashing issue on your Roku device, allowing you to enjoy uninterrupted streaming once again.

Preventative Measures

A. Regular System Updates

One of the most effective ways to prevent issues like Prime Video crashing on Roku is to ensure regular system updates. This not only keeps your Roku device running smoothly, but it also helps maintain compatibility with all installed apps.

Roku typically checks for updates automatically every 24-36 hours when it is connected to the internet. However, you can manually check for updates at any time by navigating to ‘Settings’ > ‘System’ > ‘System update’ > ‘Check now’.

B. Maintaining a Strong Network Connection

A strong and stable network connection is crucial for seamless streaming. There are several measures you can take to maintain a robust network connection:

  1. Position your router in a central, open location in your home to avoid signal obstruction.
  2. Regularly restart your router to clear potential memory leaks and to reset its internal software.
  3. Avoid network congestion by disconnecting unnecessary devices from the Wi-Fi during streaming hours.
  4. Consider using a wired connection if your Roku device is far from your router or if the Wi-Fi signal is weak or unstable.
  5. Regularly update your router’s firmware to ensure optimal performance.
  6. If your internet speed is consistently low, consider upgrading your internet plan or contacting your Internet Service Provider (ISP) for assistance.

By taking these preventative measures, you can greatly reduce the likelihood of facing issues like Prime Video crashing on your Roku device.


In conclusion, dealing with the frustration of Prime Video crashing on your Roku device can be a perplexing experience. However, by implementing the troubleshooting steps outlined above, you can overcome these challenges and restore your streaming enjoyment. Whether it’s addressing connectivity issues, updating the Prime Video app, managing system overload, or taking preventative measures, each step plays a crucial role in resolving the problem.

Maintaining a strong network connection and keeping your Roku device up to date are essential for a seamless streaming experience. Additionally, recognizing when to seek customer support can help you navigate unresolvable issues more effectively. By following best practices when contacting Roku or Prime Video customer service, you can increase your chances of finding a resolution.

Remember, technology can sometimes be unpredictable, but with a burst of determination and the right troubleshooting steps, you can conquer the crashing woes and immerse yourself in the world of Prime Video once again.


Q1. Why does Prime Video keep crashing on my Roku?

A1. Prime Video may crash due to connectivity issues, an outdated app, or an overloaded system.

Q2. How do I identify and fix connectivity issues affecting Prime Video on Roku?

A2. Look for signs like slow loading or buffering, and try restarting your router or checking your internet speed.

Q3. What should I do if the Prime Video app on my Roku is outdated? Steps to update it.

A3. Press the “Home” button, go to Prime Video, select options, and choose “Check for updates.”

Q4. How can I manage system overload on my Roku to prevent Prime Video crashes?

A4. Close unused apps, uninstall unnecessary ones, and consider a system restart or factory reset if needed.

Q5. When should I contact customer support for help with Prime Video crashing on Roku?

A5. If all troubleshooting steps fail, it’s best to reach out for assistance with unresolved issues.