Troubleshoot Amazon Instant Video on Xbox 360

Need help with the Amazon Instant Video service or your Amazon account?

For more information on Amazon Instant Video or help with your Amazon account, visit Amazon Customer Service.

Troubleshooting

The Amazon Instant Video app doesn’t start or doesn’t respond

If the Amazon Instant Video app doesn’t respond to input, delete and reinstall it. Here’s how:

  1. From the Xbox Dashboard, go to Settings, and then System.
  2. Select Storage.
  3. Select your primary storage device (most likely Xbox 360 Hard Drive).
  4. Select Games and Apps.
  5. Find and select any items that refer to Amazon Instant Video.
  6. Select Delete.
  7. Return to the Xbox Dashboard.
  8. Go to Browse Apps, and select Amazon Instant Video.
  9. Select Confirm Download to download and install the app.

You get the error message “There’s a problem playing the title that you have chosen. Please try again or choose a different title.”

You may have been temporarily signed out of the Xbox Live service while playing a video. Make sure that you are signed in to the Xbox Live service and try to start playback again.

You get the error message “This device is not registered to an Amazon.com account. You can register this device to your Amazon.com account by going to Help.”

You need to associate your Xbox 360 console with your Amazon.com account. In the Amazon Instant Video app, go to the Help section and follow the instructions to complete this process.

Closed captions do not appear or appear as black text on a black background.

This problem can occur if the user turns on Closed Captions in the Amazon app. To work around this issue, try either of the following:

  • Use the Closed Caption Settings in the Dashboard to turn Closed Captions on.
  • If you get into this state by turning on Closed Captions in the Dashboard, you can fix this issue by turning Closed Caption off and then on again:
    1. From the Xbox Dashboard, go to Settings and then Console Settings.
    2. Select Display and then select Closed Captions.
    3. Turn Closed Captions off.
    4. Save and exit.
    5. From the Xbox Dashboard, go to Settings and then Console Settings.
    6. Select Display and then select Closed Captions.
    7. Turn Closed Captions on.
    8. Save and Exit.

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