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If Amazon Prime Video isn't working: Here's how to solve common problems

Marius von der Forst

The video has been loading for ages, the picture and sound are out of sync or the purchase always breaks off ... Amazon Prime Video sometimes has its quirks, which it shows in the form of error codes. We'll show you how to solve them.

EnlargeWhen Amazon Prime Video stops running, good advice is crucial
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Everything is ready for the movie night, the lights are set perfectly, the drinks are chilled - but the movie just won't start. Instead, Amazon Prime Video throws around four-digit error codes that don't help you either. Here you will find all the possible problems Amazon Prime Video can cause you - and we will give you the solutions along the way. One of the problems can be a movie or series not loading. A defect when renting purchased videos, a lack of your browser's security protocol or an asynchronous sound track can also be annoying. Don't panic! We help you!

1. Problems in Prime Video and Corresponding Error Codes: Here are the solutions

  • Video playback errors (possible error codes: 1007, 1022, 1060, 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003 or 9074 .)

  • Error in Google Chrome with playback due to the Widevine CDM (possible error code: 7017 )

  • Video and sound are out of sync

  • Problems with the security log in Windows (possible error code: 1002 )

  • Problems with the order or payment (possible error codes: 2016, 2021, 2023, 2026, 2027, 2028, 2029, 2040, 2041, 2043, 2044, 2047, 2048, 2063 and 7035 .)

  • The PIN no longer works (possible error codes: 5014 or 5016 )

Also interesting:Android Tips for Amazon Prime Music and Video

2. Video playback bug

One of the most common mistakes is related to the playback, playback of the videos. Typical error codes can be: 1007, 1022, 1060, 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003 or 9074 .

EnlargeVideo does not want to start or keeps interrupting? Our tips can help.

Such difficulties arise when there are connection problems or insufficient device requirements. The wrong setting in the user account is also possible. The following solutions can solve your problem:

  • Regardless of whether you use Prime Video in the browser, on the TV or the smartphone app: Log in to Amazon again. Problems related to the user account can often be resolved.

  • New boat is good for you! “The classic is often the best solution: restart the device. Switch off your computer, smartphone or router (last: pull the plug!), Wait about 30 seconds and restart the device. Try Prime Video again.

  • Is your internet simply overloaded? Pause all other internet activity while using Prime.

  • Your Prime Video app, browser, or computer or smartphone may be out of date. Update all applications and operating systems. It also helps to take a look at Amazon's device requirements information.

  • Check the internet connection. It can also be a problem with your internet service provider. The network connection may even only be problematic for streaming services. See if other users are also complaining about connection problems.

  • Switch off VPN or proxy services if you use them.

EnlargeError 7017 can appear especially in Google Chrome. This is how it is solved.

3. Error in Google Chrome with playback due to the Widevine CDM

If a video does not play back and the error code 7017 is displayed, this is related to Widevine CDM. This stands for "Widevine Content Decryption Module" and is a component in Google's Chrome browser. If you have error 7017, do the following.

  • Restart the web browser. Make sure that Chrome has actually quit (and not just closed the window). Try to play again.

  • If the video does not play again, use the “Start again” button instead of “Continue viewing”.

  • Is your browser up to date? Check Chrome for updates.

  • Your Widevine Chrome plug-in may need an update. Check for updates to the Widevine CDM by typing “chrome: // components” (without quotation marks) in the browser address bar and pressing Enter. Click on “Check for Updates” under the “Widevine Content Decryption Module” item. Then start the browser and try again.

EnlargeAnnoying when the sound and picture are not synchronized. How to fix the problem.

See also:Streaming on the rise - TV is losing viewers

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4. Video and sound are out of sync