Hi there,
We're aware of an issue where some customers are experiencing difficulty viewing Amazon Prime content on V6. This often results in the customer seeing a black screen.
We have raised this matter with the relevant teams and a ticket has been opened whilst it's work on. The ticket number is: NKE013410. There is currently no estimated fix time.
In the meantime, you may find a work around for the issue following these steps:
-Replace the HDMI lead with a new high speed one.
-Bypass any receivers or stereo equipment by connecting your device directly to the TV
Failing this, change the video resolution on the V6 box, following these steps in turn until you find one that resolves the issue.
1) if 2160p (only) is enabled, also enable 2160p passthrough, then retry Amazon Prime Video
2) Disable both 2160p resolutions, and enable both 1080p resolutions, then retry
3) Disable both 1080p resolutions, and enable 1080i, then retry
4) Disable 1080i and enable 720p, then retry
5) Disable 720p and enable 576p, then retry
6) Disable 576p and enable 576i, then retry.
If none of these steps work, revert the resolution to the original setting. Do not enable all resolutions at the same time.
-Use a different TV if possible
I hope this helps,
Michael_JK
Community Moderator
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