Amazon Prime V6 Remote

[kevro]

Following the recent update to Amazon Prime functionality (Sept. 2022), when I access a programme via my non-smart TV, I cannot return to the menu, which should be possible by using the back button on the remote. I have to leave the application and re-access via apps.  

[Kath_F]

Hi Kevro, 

Thanks for your post and apologies to hear you're having issues with navigating Amazon Prime with your V6 remote. 

Just to confirm, are you accessing Amazon Prime through the app on the V6 box? 

If so, you should be able to navigate using the buttons on your remote. If you're accessing it through the TV then you may need to use your TV remote to navigate. 

Let us know how things go. 

Thanks, 

[kevro]

Thanks for your reply. I am accessing the Amazon Prime app via my V6 box, and unable to exit from my selected programme back to the Amazon Prime menu..

[Adri_G]

Thanks for the reply and for explaining this, kevro. 

Could you please tell us if any error message or code comes up on your screen when this happens? Also, does the same thing happen when pressing back on the V6n remote on other apps on your TV box?
Also, have you tried the Amazon Prime App on another device (e.g Smart TV) to see if the same thing happens?

Let us know, we're eager to help.

[kevro]

There are no error messages or codes displayed. There are other instances whilst using apps, where I cannot exit back to a menu, although the back button does work on my TV. I have spoken to someone who is with Virgin and uses Amazon Prime, and they can use the back button to return to the Amazon Prime menu. It seems strange that the back button works on normal TV, but not on some apps.   

[Natalie_L]

Thank you for your reply Kevro. 

We have tried to replicate this on a V6 box and it does appear to work when we press back.

To confirm, as you have mentioned an update, is your equipment a 360 box?

Thanks, 

[kevro]

No, I do not have a 360 box. Maybe a new remote control is required. Are you able to arrange delivery of a replacement ?

[kevro]

Just to add that when I am in Amazon Prime and I press the back button on my remote, the indicator light on the V6 box flashes, which would indicate that the action is being recognised, but not processed.

[Adri_G]

Thanks for your replies and for confirming these kevro.

Sorry to see the issue with the remote and Amazon Prime app is still ongoing, have you previously tried to pair up your remote with the TV box to see if this clears out the issue?

Please, visit this page here to view all info on how to use the VM remote for V6 and see if the advice there helps with the issues faced, you can also try resetting your TV box and see if this does the trick.

Try the above and let us know if any of it has assisted with the issue with exiting the Amazon Prime App, we'll be glad to assist further in case you're still having trouble with this.

[kevro]

I unpaired my remote with the V6 box and now it will not pair up. I have tried pairing by just using the remote, and pairing using the V6 box and the remote. Neither method works.