Created: January 12, 2023

I’ve recently installed a Roku device. It works well, except with Prime video movies.

Movies play for a few moments, then stop. The message asks me to change my HDMI cable. I've checked the cable connections (one was loose) and all other streaming channels work well. Why does Prime suggest changing the cable?
Last Edit: January 12, 2023
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Jahed Torres
Jahed Torres Tech Expert & Writer
Hello, thank you for contacting Howly! I am here to help you today!
May I know your first name, please?
Customer Reply
*****
Jahed Torres
Jahed Torres Tech Expert & Writer
Nice to meet you, *****!
Customer Reply
Looking forward to your adviceRoku TV
Jahed Torres
Jahed Torres Tech Expert & Writer
Just to clarify, did you fix the loose connection?
Customer Reply
Yes
Jahed Torres
Jahed Torres Tech Expert & Writer
Got it, just a momet
Could you tell me, is the Roku device connected to your TV right now?
Customer Reply
Yes via a Sony home theatre amplifier
Jahed Torres
Jahed Torres Tech Expert & Writer
Got it, and do you have any other HDMI slots on your home theater you could connect Roku to?
Customer Reply
I'll check. Back soon
Jahed Torres
Jahed Torres Tech Expert & Writer
Of course, take your time :)
Customer Reply
I've removed the BD HDMI and put the Roku into the BD socket
Jahed Torres
Jahed Torres Tech Expert & Writer
Got it, could you please check the Prime Videos again?
Customer Reply
Will do
Jahed Torres
Jahed Torres Tech Expert & Writer
Take your time :)
Customer Reply
Same problem I'm afraid
Jahed Torres
Jahed Torres Tech Expert & Writer
Noted, then, could you connect the Roku directly to your TV instead of using the home theatre?
Customer Reply
Will do
Jahed Torres
Jahed Torres Tech Expert & Writer
Take your time :)
Customer Reply
Connection made but Roku blue operating led is out. If I press home on the remote the blue led flashes but does not stay on. I'll check the Roku manual for advice
Jahed Torres
Jahed Torres Tech Expert & Writer
Got it, just a moment, please
Just to clarify, have you plugged in the USB cable?
Customer Reply
USB cable plugged in at both TV and Roku. I've rebooted the Roku but the blue led does not stay on
Jahed Torres
Jahed Torres Tech Expert & Writer
Understood, just a moment, please
Could you please connect the Roku to the HDMI slot on your home theatre that you've been using?
Customer Reply
Will do
Jahed Torres
Jahed Torres Tech Expert & Writer
Take your time :)
Customer Reply
My mistake previously. I connected the wrong HDMI cable to the Roku. Now I've corrected that mistake the Roku functions and the TV shows a streaming movie with no problem
Jahed Torres
Jahed Torres Tech Expert & Writer
Oh, that's great! Is the Prime Videos working correctly?
Customer Reply
Yes
Jahed Torres
Jahed Torres Tech Expert & Writer
Is there anything else I can do for you today?
Customer Reply
No further problem. HDMI cables put back in appropriate slots. TV picking up signals from Roku and Humax freeview box, Sony home theatre system accepting these signals plus those from Sony BD player and Pioneer turntable. I don't know what went wrong with Roku to Prime conection but all is well now!
Jahed Torres
Jahed Torres Tech Expert & Writer
That's great to hear! Is there anything else I can do for you today?
Customer Reply
No thanks. Cheers!
Jahed Torres
Jahed Torres Tech Expert & Writer
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

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