Amazon Instant Video: Troubleshooting

Print this page


Use this article if you are experiencing difficulties with the Amazon Instant Video app on your TiVo device.

For general information, see the Amazon Instant Video FAQ

Amazon Instant Video Support Information

Contact Amazon if you have questions regarding:

  • Purchase or rental of videos
  • Amazon.com website
  • Billing
  • Video quality
  • Product availability or pricing
  • Amazon Instant Video promotions

For all other issues, follow the instructions below.


Compatibility

Amazon Instant Video is currently available within the 50 United States and the District of Columbia. Amazon Instant Video is not available in Puerto Rico, Guam, or any other U.S. territory.

Amazon Instant Video is compatible with the following TiVo devices:

  • Roamio Series DVRs (manufactured prior to January 1, 2014—see "Roamio and Premiere Compatibility" below for details)
  • Premiere Series DVRs using HD menus (HDUI)
  • Series3/HD/HD XL
  • Series2

IMPORTANT: Roamio and Premiere Compatibility

Regulatory changes made by the FCC on January 1, 2014, made Amazon Instant Video incompatible with Roamio Series DVRs manufactured after that date. Additionally, Premieres running standard-definition menus (SDUI) are unable to use the app:

Roamio Series DVRs

To see if your Roamio is compatible with Amazon Instant Video, check the manufacture date of your DVR. You can find this date on a sticker on the back of the DVR.

  • If the DVR was manufactured before January 1, 2014, it is compatible with Amazon Instant Video.
  • If the DVR was manufactured on or after January 1, 2014, it is not compatible with Amazon Instant Video. While we work with Amazon to resolve this issue, please take advantage of our other Video on Demand apps.

    NOTE: When a DVR is factory-renewed, the manufacture date is changed to reflect the factory-renewed date (not the original manufacture date). So, some DVRs might have a manufacture date on or after January 1, 2014 and still have the Amazon launch point.

Premiere Series DVRs

Amazon Instant Video will only work when your DVR is using HD menus (HDUI). If you don't see the Amazon launch point, switch to the HDUI:

From TiVo Central > Settings & Messages > Settings > Displays > Choose TiVo Menus > TiVo with HD Menus (Widescreen)


Amazon Prime Compatibility

Amazon Prime is currently not supported on TiVo boxes.

The TiVo Amazon Instant Video 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.

Account Linking Issues

How to link and unlink your Amazon and TiVo accounts

To download videos from Amazon Instant Video, you must link your TiVo account with your Amazon account. This allows Amazon to send Amazon Instant Video videos to your TiVo DVR.

Sign up here for an Amazon account.

Sign up here for access to your TiVo My Account page.

IMPORTANT: You can use only one Amazon account per TiVo account.

Account unlinking

To unlink a TiVo DVR from your Amazon.com account, sign in on the Amazon Instant Video on TiVo page and follow the on-screen instructions.


Refreshing Your List of Registered DVRs

By linking your TiVo account to your Amazon account, you send a current list of eligible DVRs on your TiVo account to Amazon. However, any time you make changes to the DVRs on your TiVo account, you must refresh your Amazon account.

Below are examples of instances where you will need to re-link your TiVo and Amazon accounts in order to download videos:

  • If you add a new DVR to your account.
  • If you cancel service on one of the DVRs on your account
  • If the TiVo Service Number on one of your DVRs changes due to an exchange
  • If one of your DVRs begins using broadband and is now eligible to use Amazon Instant Video
  • If one of your broadband DVRs stops using broadband and is therefore no longer eligible to use Amazon Instant Video
  • You change a DVR’s name using My Account.

I forgot my Amazon account information

If you’ve forgotten your Amazon account information, please contact Amazon customer support.


I have more than one account

Multiple TiVo accounts

Because you may only download Amazon Instant Video videos to a single TiVo account, you must combine any additional TiVo accounts you may have into a single account.

Contact TiVo Customer Support for help with combining multiple TiVo accounts.

IMPORTANT: After you have worked with TiVo Customer Support to combine your accounts you must refresh your list of registered DVRs.

Multiple Amazon accounts

You must choose one primary Amazon account when linking to your TiVo account. All purchases and rentals will be made through this Amazon account.

You can make changes to your choice of Amazon accounts at any time by:

  1. Canceling the link for the first account at Amazon.com.
  2. Performing the linking process for the new Amazon account and your TiVo account as described above.

    IMPORTANT: When a new Amazon account is selected, any videos purchased through the previous Amazon account will continue to use the licenses issued under the previous account. Those licenses will not be released until the new Amazon account is re-linked with your TiVo account.


The incorrect DVR is listed on my Amazon account

If an incorrect TiVo DVR listing appears in the Amazon Instant Video drop-down box, refresh your TiVo and Amazon accounts. If this fails:

  1. Login to your TiVo account.

    NOTE: Access to the My Account page requires an account. If you do not have an account, take a minute to sign up.

  2. Select DVR Preferences.
  3. Verify the names of the TiVo DVRs on your account.
  4. Select “Enable Video Downloads” next to the TiVo DVR you’d like displayed in your Amazon Instant Video account.
  5. Make sure your DVR is setup to use broadband.
  6. Force a connection to the TiVo service by going to TiVo Central > Messages and Settings > Settings > Phone and Network > Connect to the TiVo service now.
  7. Wait 15 minutes.
  8. Refresh your TiVo and Amazon accounts.

Downloading Issues

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.


Video isn't downloading correctly

How to check the status of your download

After making a purchase online, the screen will update itself and display progress automatically.

  1. Go to Your Video Library, which will display all of the videos you have purchased.
  2. To check your current download(s), locate the TiVo DVR listed under "All Your Amazon Instant Video" in the left panel.
  3. Click "Download Queue" to confirm that the video is being downloaded.


Re-download a purchased video

  1. Go to Your Video Library on Amazon.com.
  2. Click the video you would like to transfer.
  3. Click Download Licenses.
  4. Select from the desired TiVo box from the drop-down list.
  5. Click Download. The download will automatically begin downloading to the selected TiVo box.


Move a purchased video from one DVR to another

  1. Delete the video from your "Now Playing" list.
  2. Go to Your Video Library on Amazon.com.
  3. Click the video you would like to transfer. A download button will appear in the top right of the window.
  4. Select the DVR from the drop-down list.
  5. Click Download. The download will automatically begin downloading to the selected TiVo box.


Download is taking too long

While average download speeds will vary, but here are some key factors that affect your video download speed:

  • Limits imposed by your internet service provider and the internet service package you have purchased
  • The type of network you are using (wired Ethernet or MoCA is always faster than wireless)
  • The length of video being downloaded
  • The physical distance between the wireless adapter and your wireless router


The download of a two-hour video may take between 1-4 hours, depending on your network connection and other factors:

  • On Roamio Series, Premiere Series, and Series3 DVRs, see the "How to use Transfer History" section of Questions about speed of network transfers to determine the speed of the last transfer. If it was lower than expected, go to General Network Troubleshooting Tips for information on how to optimize your network.
  • If you frequently purchase videos, you might want to consider upgrading your service through your broadband provider.
  • If you are using a wireless connection, consider using a wired (Ethernet or MoCA) connection for greater speed and reliability. See Networking Essentials for more information.


Video downloads disabled in Manage My Account at tivo.com

You will not be able to download Amazon Instant Video shows unless downloads are enabled in your TiVo Manage My Account profile:

  1. Login to your TiVo account.

    NOTE: Access to the My Account page requires an account. If you do not have an account, take a minute to sign up.

  2. Select DVR Preferences.
  3. Verify the names of the TiVo DVRs on your account.
  4. Select “Enable Video Downloads” next to the TiVo DVR you’d like displayed in your Amazon Instant Video account.
  5. Make sure your DVR is setup to use broadband.
  6. Force a connection to the TiVo service by going to TiVo Central > Messages and Settings > Settings > Phone and Network > Connect to the TiVo service now.
  7. Wait 15 minutes.
  8. Refresh your TiVo and Amazon accounts.


"File not Found" error

"File Not Found" errors can appear if there are problems with your ISP, firewall, or router. Follow the steps below to resolve the issue:

  1. First, check to see if the video is actually on your TiVo. See View Recording History for instructions.
  2. If the video is in your history but will not play, delete the video and redownload it from Amazon.
  3. Configure your network settings.
  4. Reset your network devices:
  1. Unplug your wireless adapter (if present) from your DVR. If you have a TiVo Wireless N Adapter, unplug its power cord as well.
  2. If you have wired Ethernet, unplug it from your DVR.
  3. Unplug the power from your modem and router.
  4. Wait 15 seconds.
  5. Plug the power into your modem, then your router.
  6. Plug your wireless adapter and/or Ethernet cable into the DVR. If you have a TiVo Wireless N Adapter, remember the power cord!


Pay TV blackout window

Due to restrictions from the video rights holders, most newly released movies will occasionally become temporarily unavailable for re-download from Your Video Library—even after you have already been purchased the video.

During this "Pay-TV Blackout Window," certain programs will be temporarily unavailable from the Amazon Instant Video catalog and Your Video Library. This happens during the program’s run on a pay-cable channel.

Amazon will automatically replace and make the video available to you through Your Video Library once the "Pay-TV Blackout Window" has ended.



Rental period has expired

Rental Videos

Rental videos are available to start watching for 30 days after you rent it, unless otherwise specified on its product detail page.

As soon as you start to play a rented video, you will typically have 24 hours before Amazon automatically deletes the video, though some titles are allowed a longer period. Check the terms of use for details. At the end of the rental period, Amazon automatically deletes the video from Your Video Library and your TiVo DVR's My Shows or Now Playing List.

Purchased Videos

When you purchase Amazon Instant Videos, your rights to view the video do not expire.

NOTE: The license agreement for the videos you purchase allows you to download an Amazon Instant Video onto two different TiVo DVRs at one time.



Out of disk space

The amount of space remaining on your TiVo DVR at the time of each Amazon Instant Video download determines how much you can download. You can make room on your TiVo DVR by deleting programs from My Shows or the Now Playing List.

Your TiVo DVR downloads purchased Amazon Instant Videos at the best quality available. If you have reached the storage capacity of your TiVo, you may want to consider adding an Expander for additional space. Please see DVR Expander FAQ for more information.

Playback Issues

Video was deleted

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.

I deleted a video from my DVR, but according to Amazon.com, my license has not been restored. What should I do?

  • Check your Recently Deleted folder. If the video is there, delete it. You might need to wait up to five minutes after deletion before the license is made available.
  • Be sure your DVR's broadband connection is working.
  • If the previous steps don't restore your license, contact Amazon Customer Support and ask them to clear your license.

Video cuts off before the end of the program

Please perform the following troubleshooting steps:

  1. If a blue dot appears next to the video in My Shows or your Now Playing List, the download is still in progress.
  2. Verify that the video appears in your Recording History. See View Recording History for instructions.
  • 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 3.
  1. Test your DVR's connection to the TiVo Service.
  • 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.
    If you continue to experience problems, document the name of the video and the exact time the video cuts off, then contact TiVo Customer Support.

Error message during playback

"File Not Found"

"File Not Found" errors can appear if there are problems with your ISP, firewall, or router. Follow the steps below to resolve the issue:

  1. First, check to see if the video is actually on your TiVo. See View Recording History for instructions.
  2. If the video is in your history but will not play, delete the video and redownload it from Amazon.
  3. Configure your network settings.
  4. Reset your network devices:
  1. Unplug your wireless adapter (if present) from your DVR. If you have a TiVo Wireless N Adapter, unplug its power cord as well.
  2. If you have wired Ethernet, unplug it from your DVR.
  3. Unplug the power from your modem and router.
  4. Wait 15 seconds.
  5. Plug the power into your modem, then your router.
  6. Plug your wireless adapter and/or Ethernet cable into the DVR. If you have a TiVo Wireless N Adapter, remember the power cord!


Other error messages

Perform one of the following steps:

  • Reboot the TiVo DVR by unplugging the power cord for 15 seconds, then plugging it back in.
  • (Purchased videos only) Delete the video and redownload it.
  • Download a different video and see if the error message persists.

Audio Issues

Audio drops out

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 might be an issue with your DVR. See I do not hear any audio for instructions.
  • No, the audio does not drop out in Live TV: Follow the instructions below.
  1. Rewind to the beginning of the downloaded video and play it again.
  2. Quit all other tasks that might be running on the DVR, such as recording, Multi-Room Viewing or streaming. Audio drop-outs can be a result of too many tasks being performed at once on the DVR.
  3. Re-download the video:
  1. Try playing the video again. If the audio continues to drop out, contact TiVo Customer Support for assistance.


Closed captioning

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


Visual Issues

Pixelation

Occasionally a video image can be disrupted by abnormally large pixel blocks, or "pixelation" 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 running on their DVR, such as recording, Multi-room Viewing transfers and video downloads. 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.

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.