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Richard
Richard, Engineer
Category: Consumer Electronics
Satisfied Customers: 52523
Experience:  Electronics Engineer
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My Netflix is working but my Amazon Prime isn’t of Booted my

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Hi my Netflix is working but my Amazon Prime isn’t of Booted my Internet turned my Rueter off and rebooted my network settings but it still isn’t working
Assistant: What device are you trying to connect?
Customer: My tv to play amazon prime
Assistant: What's the brand and model number of your TV? How old is it?
Customer: Samsung one year old
Assistant: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: Ends work I can play netflix
Assistant: How long has this been an issue? What happened right before this?
Customer: Two days it played before but kept freezing
Assistant: Anything else you want the TV Expert to know before I connect you?
Customer: No thank

Hi there and welcome

Are you using Amazon Prime as an app on the TV or another device?

Please let me know

Customer: replied 11 days ago.
App on the tv

Can you please remove the power to the TV (so unplug it from the power socket).

Then on the actual TV, hold the power button for 60 seconds then release.

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Richard and 3 other Consumer Electronics Specialists are ready to help you
Customer: replied 11 days ago.
Ok Just trying it manually before we speak on the phone
Customer: replied 11 days ago.
It’s still not working and all the display Keeps changing from German and Japanese also my television won’t work now either

What is the make and model of the TV?

Customer: replied 11 days ago.
Hi I have to leave to get my daughter in ten minutes I can take a call now or when I get back at 4:15
Customer: replied 11 days ago.
Samsung
Customer: replied 11 days ago.
Sky working now
Customer: replied 11 days ago.
Amazon prime isn’t still But Netflix is
Customer: replied 11 days ago.
Then to this

Follow the steps here please to reset the TV

https://www.samsung.com/uk/support/tv-audio-video/how-do-i-perform-a-factory-reset-on-my-samsung-tv/

Tell me how it then functions

Customer: replied 11 days ago.
When I get to self-diagnosis it says this function isn’t available

What options are listed there

Customer: replied 11 days ago.
Thank you very much I’ve managed to sort it through my settings the self-diagnosis became available