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bstompinu2
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Prime not working

It's not working for me on my virgin media box either. Other apps work fine, and it also plays trailers on Prime no problem, but the issue is when I'm logged in, prime working fine on other devices. I've tried switching hdmi ports, rebooting the box, logging out of prime/deregister ing the device and then going back in again, but nothing is working. Can anyone help? 

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japitts
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Re: Prime not working

Can you view OnDemand programmes ok?

Are you watching on a 4K UHD or Samsung TV?

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bstompinu2
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Re: Prime not working

On demand has been okay, using a 4k LG tv

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newapollo
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Re: Prime not working

Have you followed the advice for this tv-error-code ?

Pay particular attention to the HDMI ports and if your cable is HDCP compliant.

Also check the following using your remote control

  1. Select Home
  2. Select Home and Settings
  3. Select Settings
  4. Select Video Output
  5. Select Video Output Format
  6. Untick the box 2160p resolution and make sure the 1080p box is ticked
  7. Select Continue
  8. Press Thumbs Up 3 times to save the new settings
Dave

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japitts
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Re: Prime not working

Follow the suggestions that newapollo has linked to, if you get any issues then please advise what your exact TV model number is.

That way, someone on here may be able to hunt out your users manual online for further clues.

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bstompinu2
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Re: Prime not working

Thank you both, I changed the video output settings and it's now working 😊 I assumed the hdmi cable would be hdcp compliant as it came with the box, but does this mean I can't watch 4k from the virgin box? Not that it bothers me too much

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japitts
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Re: Prime not working

If dropping the video output to 1080 has "solved" this, it proves your issues with 2160 are HDCP related.

If you want to post the exact model number of your TV, then I'm sure someone will be able to Google for the manual and check whether it's HDCP2.2 compliant and/or which HDMI ports you may need to be using.

It's quite common with "4K compliant" TVs of a certain age, that not all HDMI ports are HDCP2.2 compliant. HDMI splitters messing things up is another favourite. This VM help article is worth a read if you've not already done so.

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