Before you go unplugging cables and changing passwords, there’s a couple of health checks you can do to see whether the problem is on the site’s end, and not yours:
Visit an independent status checker website
Using these sites is completely free, and you can also use them for other streaming services and websites should you wish.
Use Twitter or social media
Find out the issue on your end
If none of these are yielding results, then you may have an issue with your account, device or your internet/TV provider. Here’s some more tests you can undertake to source out the route of the problem and get back up streaming:
Check the error codes
If you’re trying to play a video and the webpage is issuing an error code, here’s the meanings of some of the most common and what you can do:
Error 2063
Go to your payment details and ensure that the 1-Click options are correct and up to dateIf the show/movie is rented or purchased, ensure that the order is listed as ‘completed’ in your history
Error 5004
Error 7235
If you use Chrome, check if there are any browser updates by heading into your Settings. If so, download the update when promptedYou can also check for updates in Chrome by inputting chrome://components into your address bar. Click ‘Check for Update’ under Widevine Content Decryption Module and install any available updates
Errors 1007, 1022, 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003 and 9074
These errors are to do with buffering or playback – and there’s a few things to try:
Check your internet connection and pause any other internet activityClose Prime Video on your device and restart itUpdate your connected device’s DNS settingsDisable any VPN or proxy serversIf you’re connected a screen or another monitor, ensure that your HDMI cable and display is compatible with HDCP 1. 4 (for HD content) or HDCP 2. 2 (for UHD/HDR content)
Check if it’s a problem with your TV or broadband provider
If you’re watching Prime through a third-party provider such as Virgin Media, the issue may be through their platform. Try opening Prime on browser, and not through your TV. If the problem is just on that platform, head to your provider’s help centre.
The issue also may be with your broadband. You can try resetting your hub, or doing a speed test to see if the numbers are lower than usual. You can also see our articles on how to check if Virgin and BT are down, and how to fix your Wi-Fi disconnecting.
Update or change your device
If the problem persists, try loading Prime Video on another device and seeing if that works – this will suss out if it’s an account problem.
Hannah Cowton is a Senior Staff Writer at Tech Advisor and Macworld, working across entertainment, consumer technology and lifestyle. Her interests and specialities lie in streaming services, film and television reviews and rumours, gaming, wearables and smart home products. She’s also the creator of The London Geek, a geek culture and lifestyle blog.
