Amazon Instant Video - Troubleshooting

Print this page


This article will help you with general troubleshoot issues between your Amazon account and your TiVo box.

Other Amazon help articles include:

Amazon Instant Video - Downloading Issues

Amazon Instant Video - Linking Issues

Amazon Instant Video - FAQ

 

NOTE: Amazon Prime is currently not supported on TiVo boxes.

The TiVo Amazon On Demand experience gives you access to the complete Amazon Instant Video library—all you need to do is link your Amazon.com account with your TiVo DVR.

Amazon Prime users can link their accounts just like any non-Amazon-Prime user, however, free Prime Instant Video content is not available through the TiVo Amazon On Demand experience. Amazon Prime users linked to TiVo can access the general Amazon Instant Video Library instead.

For more information on Amazon Instant Video and Amazon Prime Instant Video, visit Amazon’s Instant Video site

.

DOWNLOADING ISSUES

Downloading to the incorrect DVR

Deleted video

Video fails to download

"File Not Found" message appears

PLAYBACK ISSUES

Video quality

Pixelation

Error message while playing a video

Closed captioning

Audio drop-outs

Video cuts off before the end of the program

General Amazon Instant Video Support Information

NOTE: Amazon Instant Video content is available only within the United States.

Downloading to the incorrect DVR

This usually occurs because a DVR has been renamed but the list has not been refreshed. Deleting or recording an item in your Now Playing list will refresh the list.

Deleted video

Like other recordings, a video you purchase from Amazon Instant Video may be deleted to make room for programs you’ve scheduled to be recorded. You can re-download the video from Your Video Library.

If a rental video was deleted before you were able to watch it, you will need to either re-rent the video or contact Amazon Customer Support.

It’s a good idea to mark a purchased or rented video as "Save Until I Delete" in order to protect it from being deleted before you watch it. There is a limit on how long you can keep a downloaded item before it is deleted. A rented video may still be deleted once the rental period expires, however, even if marked as "Save Until I Delete." Select "View Rental/Purchase Info" to learn how long you can keep a particular download.

Video fails to download

It’s important to confirm that your DVR settings are configured to execute the download. Check the following:

Are Video Downloads enabled in your DVR Preferences tab within My Account? If this does not resolve the issue, try one or more of the following troubleshooting options:

1. Wait up to 25 minutes. Re-check your download status.

2. Verify that you’ve actually ordered the video by checking your digital orders history at Amazon.com

3. Check your broadband connection to make sure it is working properly. See How Do I Test My Connection to the TiVo Service? or How to get your TiVo DVR connected for troubleshooting steps.

4. Your router and cable modem, DSL modem and/or router may not be functioning correctly.

5. If you use a wired or wireless adapter:

a. Unplug the adapter.
b. Wait 30 seconds.
c. Plug adapter back in.
d. Re-check the download status.

6. Verify that the video appears in your Recording History:

TiVo with HD menus: From TiVo Central go to Manage recordings & downloads > Recording History.

TiVo with SD menus: From TiVo Central go to Find Programs > To Do List > View Recording History.

7. Log into My Account to check your Privacy Status (located below your email address). If it does not read Privacy status: Opt-In, call TiVo Customer Support at 877-367-8486 and ask the agent to change your Privacy status to "Opt In". Any other Privacy Status will prevent you from using Amazon Instant Video.

"File Not Found" message appears

"File Not Found" messages can appear when issues with your ISP, firewall or router occur. Please follow the steps below to resolve the issue:

1. Reset your network adapter

a. Unplug the adapter or Ethernet cable from the back of your DVR.
b. Wait one minute
c. Plug back in

2. Check your network settings

a. From TiVo Central go to Messages & Settings > Settings > Phone & Network.
b. Follow the on-screen instructions.
c. When "Get IP Address Automatically from DHCP" is offered, press SELECT.

3. Reset your router

a. Turn off router
b. Wait one minute
c. Re-start router

4. Check to see if the video is listed

a. Go to Recording History and look for your video:

TiVo with HD menus: From TiVo Central go to Manage recordings & downloads > Recording History.

TiVo with SD menus: From TiVo Central go to Find Programs > To Do List > View Recording History.

b. If your video is not displayed, you may need to delete the video from your DVR and re-download from Amazon Instant Video.

Video quality

Amazon Instant Video videos are downloaded to the DVR in near DVD quality. If issues with video quality arise, please refer to the troubleshooting tips provided below:

Pixelation

Occasionally a video image can be disrupted by abnormally large pixel blocks, or "penalation" of the digital image. This distortion is due to the compression of image data. To help correct pixelation of a video image, perform the following steps:

1. Rewind and re-play the section where pixelation occurs.

2. Pixelation can be a result of multiple tasks being performed on the DVR. Quit all other tasks they might be running on their DVR, such as recording, burning a DVD, a TiVoToGo transfer or video download. If you replay the video and the display has returned to normal, the issue has been resolved.

3. If "pixelation" of the image persists, contact Amazon Customer Support.

Error message while playing a video

Perform one of the following steps:

  • Reboot the TiVo box and try playing the video again
  • Delete the video. Re-download and re-try (for purchased videos only.)
  • Download a different video and see if the error message persists

Closed captioning

Closed captioning for Amazon Instant Video is not supported at this time.

Audio drop-outs

If audio drops in and out of a downloaded video during playback, push the Live TV button on your TiVo remote. Does the audio drop out while watching live TV?

Yes, the audio drops out while in live TV. There may be an issue with your DVR. See Audio and Video Troubleshooting for more information.
No, the audio does not drop out in live TV. Go to Step 1.

1. Rewind to the beginning of the downloaded video and play it again.

2. Audio drop-outs can be a result of multiple tasks being performed on the DVR at once. Quit all other tasks that might be running on their DVR, such as recording, burning a DVD, a TiVoToGo transfer or video download.

3. Can you re-download it?

Purchased video
Delete the video and re-download from Your Video Library.Continue to Step 4.

Rented video
Contact Amazon Customer Support for assistance.

4. Try playing the video again. If audio continues to drop out, contact TiVo Customer Support and document the name of the video and the exact time the video cuts off.

Video cuts off before the end of the program

Please perform the following troubleshooting steps:

1. Does a blue dot appears next to the video in your Now Playing List (or My shows if using TiVo with HD menus)? If it does, the download is still in progress.

2. Go to Recording History

TiVo with HD menus: From TiVo Central go to Manage recordings & downloads > Recording History.

TiVo with SD menus: From TiVo Central go to Find Programs > To Do List > View Recording History.

3. Verify that the video appears in the list.

  • If the download is listed, the download failed for the reason listed in Recording History. For most errors, the DVR will automatically retry up to 8 times.
  • If the download is not listed, it is either in progress or complete. If you verified in Step 1 that it is not in progress, and the download is incomplete, proceed to Step 4.

4. Perform a test connection to the TiVo service to confirm that the DVR has a valid broadband connection to the TiVo service. From TiVo Central go to Messages & Settings > Settings > Phone & Network > Test Network Connection.

If you purchased the video, delete it and re-download the item from Your Video Library.

If you rented the video, delete it and contact Amazon Customer Support to request a credit so that you may re-rent and download the video.

5. If you continue to experience problems, contact TiVo Customer Support and document the name of the video and the exact time the video cuts off.

General Amazon Instant Video Support Information

For the following issues, contact Amazon Customer Support.

  • Purchase & rental questions
  • Amazon Instant Video web page issues at Amazon.com
  • Billing
  • Video quality
  • Product availability or pricing
  • Amazon Instant Video promotions

For help with the following issues, contact TiVo Customer Support

 

 

Need additional help? Send us an email.

Details  

Please rate this article to help us improve your web support experience

Rate this article:
neutral

Feedback submitted. Thank you!
Support requests cannot be sent through this form. If you need additional help, please contact TiVo Customer Support.