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Amazon prime app crashes the box

Tuning in

Hi all.

New to Virgin and the 360 box (1 week in?).  I have to say it hasn't been a smooth journey.

I am trying to use the Amazon Prime app, and when I select a show to watch, the screen goes black and the box becomes unresponsive. 

I have to restart it a number of times for it to work.

It's so annoying I am tempted to use my tvs in built app.

Is this a known issue?


Very Insightful Person
Very Insightful Person

Hi @CrazeUK 

There are a couple of possible scenarios and solutions.

The black screen or apps crashing generally happens on netflix and prime due to a difference in frame rates.

Go to Settings >Audio & Video > Match frame rate

If it's set to ON then people do see a blackout when the 360 or HDMI reconfigures for the difference in frame rate.

If it's set to the default (Off) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out.


If your TV has a port labelled  MHL then try using that as it  supports HDCP technology for viewing protected digital content.

A lot of V6 and 360 users get blank screens due to the transmitted program(s) being protected digital content

It's also better at converting the signal to UHD than one of the older standard HDMI ports.

The below info is from 

Using the correct HDMI on a 4K Ultra HD TV

Not all 4K Ultra HD TVs support HDCP 2.2 on all HDMI sockets. This is particularly true of older 4K Ultra HD TVs where HDCP 2.2 may only be supported on one HDMI socket.

On some popular 4K Ultra HD TVs the following HDMI sockets can be used:

  • Samsung - HDMI (MHL) socket if available on your TV, otherwise HDMI 1
  • LG - HDMI 1, labelled as HDCP 2.2
  • Sony - please check the Sony website for your 4K Ultra HD TV model
  • Panasonic - HDMI 1, HDMI 3 or labelled as 4K

These are given as guidance only, so please check the manual for your TV to ensure you’re using the correct HDMI socket.

If you have a Samsung TV then on some of the older threads in the forums users have suggested it might also be worthwhile  contacting Samsung UK support as with older TV's one of their representatives can sometimes remotely access your TV to perform a HDMI EDID rewrite before establishing the connection with the VM box and the other HDMI-supported external devices.

I don't work for Virgin Media.
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Forum Team
Forum Team

Thanks for your post on our Community Forums @CrazeUK, and a very warm welcome to you!

Sorry to hear of the issues with the Prime application on your 360 TV set top box. 

Has the very helpful guidance from @newapollo been attempted?

Kindest regards,



Thank you.

Yes I did,and turning off the refresh rate sync seems to have done the job!