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Richard, Engineer
Category: Electronics
Satisfied Customers: 61870
Experience:  Electronics Engineer
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I have a Samsung smart TV but it will not play Amazon Prime.

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I have a Samsung smart TV but it will not play Amazon Prime. Can you please advise.
JA: What Samsung model do you have? How old is it?
Customer: It is a UE40H6400AKXXU Version 1 I have had it for a good number of years
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: The menu does work and I can stream Netflix with no problems
JA: Anything else you want the TV Expert to know before I connect you?
Customer: nothing else thank you

Hi there and welcome to Just Answer, my name is Richard and I look forward to helping you.

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

Please note, a rating is only needed when we are finished.

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

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

Customer: replied 9 days ago.
OK that's 10 minutes, TV back on and Prime message is "please try again later"
Customer: replied 9 days ago.
I prefer this means
Customer: replied 9 days ago.
Richard are you still with me?
Customer: replied 9 days ago.
Hello Richard are you still with me?


Navigate to Settings and then General. Select Reset. Enter your PIN (0000 is the default) and then select Reset. To complete the reset, select OK. Your TV will restart automatically. If these steps don't match your TV, navigate to Settings > Support > Self Diagnosis, and Reset will be located in that menu.

Then tell me how it functions please

Richard and other Electronics Specialists are ready to help you
Customer: replied 9 days ago.
Having completed the above. Smart Hub is now updating. How long it will take I don't know.
Customer: replied 9 days ago.
Stay on this means
Customer: replied 9 days ago.
The apps are now up and running including Prime. Thank you for the help.