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Jeffrey B
Jeffrey B,
Category: Consumer Electronics
Satisfied Customers: 3768
Experience:  ICT Support 1/2/3/ Line at Peopleware
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I hired a film but it will not play. sorry - the film or tv,

Customer Question

Hello.
JA: Hello. How can I help?
Customer: I hired a film but it will not play.
JA: What's the brand and model of your product?
Customer: sorry - the film or tv
JA: What's the brand and model number of your TV? How old is it?
Customer: the tv is brand new.
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: a 55inch LG OLED Ultra high def
JA: How long has this been an issue? What happened right before this?
Customer: only from last night
JA: Anything else you want the TV Expert to know before I connect you?
Customer: the error code is: license_generate_challange_failure
Submitted: 14 days ago.
Category: Consumer Electronics
Customer: replied 14 days ago.
Hello. I’m confused. Should Amazon not be dealing with this issue.
Customer: replied 14 days ago.
I’m using a 4K amazon fire stick and the film was rented from amazon.
Customer: replied 14 days ago.
Hello. Should someone be talking to me. ????
Customer: replied 14 days ago.
I cannot watch any films or series on prime at the moment.
Customer: replied 14 days ago.
Hello. How long should I wait before someone speaks to me ?
Customer: replied 14 days ago.
This is ridiculous- what is happening?
Expert:  Jeffrey B replied 14 days ago.

Hello, my name is*****'m happy to assist you today with your amazon fire stick , Lets get started!

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can we please try the following:

Try powering off the amazon fire stick , pull the power cable out of the amazon fire stick , wait for 1 minute, then put the power cable back in. After this try again.

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Hello.
Customer: replied 14 days ago.
I have pulled the power cable out of the fire stick (first time).
Customer: replied 14 days ago.
I have now carried this out on 2 occasions and it has not resolved the problem.
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

did we try another hdmi port?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

with which app do we hired the movie?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Hello. When call an expert call me. Thank you. Malcolm.
Customer: replied 14 days ago.
If a call cannot be made can you help please.
NOTE:
1. My Amazon 4K Fire Stick works perfectly well with other apps,on my TV but Amazon Prime does not work.
2. I can watch Amazon Prime on my Laptop through my Amazon Account - no problems.
3. I can watch Amazon Prime on my mobile telephone - no problems.
Customer: replied 14 days ago.
Hello. Could you please let me know if I should wait, or are you closed and not replying to problems.
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

did we try to log out of amazon prime and back in?

Kind regards,

Jeffrey

Customer: replied 14 days ago.
How do I do this on my TV ??
Expert:  Jeffrey B replied 14 days ago.

understood, thank you

while on the app hold the ok button in, there we can select log out.

Kind regards,

Jeffrey

Customer: replied 14 days ago.
Sorry this does not work
Customer: replied 14 days ago.
How long should I hold in the ok button ?
Customer: replied 14 days ago.
Hello. No further support required. My system is now working perfectly. Thank you. Malcolm Hodgson.
Expert:  Jeffrey B replied 14 days ago.

Great, glad to read this got solved, you are welcome.

I am here almost 24/7, just send me a message if you need me.

Stay healthy.

Kind regards,

Jeff