Basic Troubleshooting for Amazon Fire TV

Try these common solutions to resolve issues like a blank screen, app errors, and problems with your display or audio.

VIDEO: TROUBLESHOOTING

Amazon Fire TV is Frozen, Blank, or Won’t Power On?

If your device freezes or turns off on its own, won’t start up, won’t power on, or won’t display on your TV, go to Amazon Fire TV is Frozen, Blank, or Won’t Power On.

Restart Your Device

Disconnect the power cord from the back of the device or from the power outlet, then plug it back in.

You can also use your remote to restart your device. Press and hold the Select Select Button  and Play/PausePlay/Pause Button  buttons at the same time, for five seconds. Or, select Settings > Device > Restart from the Fire TV menu.

Can’t Purchase Content?

If you’re having trouble purchasing content from Amazon, here are some common solutions:

  1. Make sure that your device is connected to the internet. To check your connection, select SettingsNetwork from the Fire TV menu.
  2. Confirm that your 1-Click payment method is set up correctly. To learn more, go to Change Your 1-Click Settings.

Forgot your PIN?

If you’re having trouble with your PIN for parental controls and viewing restrictions, reset it from your Prime Video Settings on the Amazon website.

Go to the Parental Controls section and enter a new 5-digit PIN under Prime Video PIN. Then select Reset Your PIN.

Issues with a Specific App?

If you’re having trouble downloading, installing, or using a third-party app, try these steps:

  1. Select Settings > Applications > Manage Installed Applications from the Fire TV menu.
  2. Select the application you’re having trouble with. You can then:
    • Clear the cache and/or data, which often resolves intermittent performance issues.Clearing data doesn’t delete the app itself but can delete saved information (like account details or game scores).
    • Change available settings for the app.
    • Force stop the app.
    • Uninstall the app.
    • For Amazon Fire TV (1st and 2nd Generation) devices, you have an option to move the app between internal and external storage.
    Tip: You can reinstall the app from Your Apps & Channels. To learn more, go to Manage Your Apps & Channels.

Audio Issues?

If you’re having trouble with audio or you’re seeing video with no sound, try these steps:

  1. Make sure the audio on your TV isn’t muted.
  2. If your Fire TV device is connected to an A/V receiver, make sure the receiver is on.
  3. Select Settings > Display & Sounds > Audio from the Fire TV menu, and make sure Dolby Digital Plus is set to OFF.
  4. If you’re using an HDMI cable to connect your Fire TV device to your TV, unplug it and then reconnect. You may need to try a different HDMI cable.

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