Prime video issue

[Legacyone]

Hi hope someone can help.

I have a KD-43XG7073 TV with Firmware v8.882 connected to my wifi by a Zyxel USG60W and some time when I load Prime video I get.

“Internet Connectivity Problem

There's an Internet connection problem. Check the device's internet settings, data cable, or try resetting your router. Also, turning your device off, and then back on might fix the problem. For further assisance, please contact Amazon customer service at www.amazon.com/videohelp”

But here is the thing its just Prime video that I'm having a issue with and if I reload Prime video it lets me watch a film but its not bad wifi as youtube and iplayer all load up fine with errors.

And when I do watch say a episode by Prime video it plays fine until it sometimes tries to load the next episode then I get.

“Something went wrong

Please try again later. For more help, visit amazon.co.uk/videohelp.”

I'm thinking this is a firmware issue for just Prime video not loading correctly as all other apps load up fine.

[Peter_S.]

Hi Legacyone,

Maybe the Amazon app you're using isn't up to date.

Can you please refresh your internet content and see if it helps?
https://helpguide.sony.net/tv/gaepl3/v1/en/060nhm-06-01-06.html

Cheers

Peter

[Legacyone]

Their is no way to update the Amazon app this is not a Android TV so update done by firmware which is the newest.

Refresh internet content does not help only exit the app and reload works.

[Joe_Dohn]

I can think of 2 possible causes for this;

1. It's just a normal software glitch of systems not working well together, which can be solved by updating or a factory reset. In this case, a factory reset would be the next step to take since your TV is up to date (v8.882).

2. The Amazon service (or underlying helper or micro-service) is blocked on your network, this can be easily confirmed by connecting the TV to a personal/mobile hotspot and then testing the app on the different network.

- J.D.

[Legacyone]

Ok I done a factory reset it was a pain to enter my wifi password again and other stuff so now I see how it goes if I get them errors for just Prime video.

Amazon service is not blocked it plays fine on my PC reloading the Prime video on TV after I get them errors a video plays fine.

so maybe the app is trying by wire but dose not fall back to wifi I guess the next step is try by wire.

[Legacyone]

After doing a reset things seem to be better I'm no longer getting “Something went wrong” when watching a episode and goes to the next one. Nope still getting “Something went wrong” on the next episode which means having to exit Prime video and reload it then it works.

I have added another 2nd DNS as I only had one to 192.168.53.2 now with 192.168.53.12 to my Bind DNS setup that has no forward DNS so I do the recursive lookups, I get sometimes the ”Internet Connectivity Problem” on start up shown then it goes to login user selection so not too bad.

I see by Wireshark some “server failure and the TV trying 192.168.53.2 and 192.168.53.12 before getting it resolved so it might be as bind does the lookup the amazon DNS server is not expecting requests by a non-ISP DNS IP by my IP so it takes sometime to get the answer.

edit: After more checking it does not look like amazon problem but more a bind issue for some unknown reason  query's are going to bind and sending back server failure but I'm not sure why.   

[Joe_Dohn]

Have you tried connecting the TV to a hotspot as well? This can shed more light on the main cause of the issue and the error messages you're randomly getting.

[Legacyone]

I'm getting issues because I have a bind DNS setup if I set the TV to use 1.1.1.1 for DNS its fine. I'm not 100% I fixed it but I did some changes in bind with the following.

Options {

lame-ttl 0;

max-recursion-depth 1000;

max-recursion-queries 1000;

};

all seems fine now and updated to v8.885