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psychlist
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V6: No video (black screen) or audio when playing from Amazon Prime Video

Hi folks:

The Amazon Prime app on my V6 works fine right up to the point where I want to play content. At that point I get a spinning white circle, then a permanent black screen. There's no audio out, either (optical -> AV receiver).

I've seen this issue several times in the past, and I've fixed it by some combination of signing out of Amazon Prime and signing back in again, and power-cycling the V6. (It doesn't go away without this messing about.)

When it works, it works perfectly, including 4K HDR content.

I'd like to know what the issue is, and how to fix it (permanently). Amazon Prime support is a premier feature of the V6, and it should work dependably.

(Netflix works reliably, btw.)

Thanks.

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psychlist
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Re: V6: No video (black screen) or audio when playing from Amazon Prime Video

I see there are no comments on this, but I'm still experiencing a consistent issue. It means Amazon Prime Video is unusable for me without significant inconvenience.

Does this mean that Amazon Prime is working without any problems for other people?

Are there any Virgin support reps who could help diagnose / resolve the issue?

Thanks,
Peter

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japitts
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Re: V6: No video (black screen) or audio when playing from Amazon Prime Video

I'm going to guess that no-one else has your specific issue.

Are you able to loop your A/V kit out of your setup and connect the V6 directly to your TV - just for elimination purposes?

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psychlist
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Re: V6: No video (black screen) or audio when playing from Amazon Prime Video

Thanks for the reply.

The V6 is directly connected to the TV over HDMI, I just run an optical audio feed to the AV amp (which has no HDMI inputs).

FWIW, switching to audio over HDMI via the TV makes no difference to the issue (which is what I'd expect).

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japitts
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Re: V6: No video (black screen) or audio when playing from Amazon Prime Video

Similar to my setup, by the sounds.

If you drop the video output to 1080, does it make any difference?

Is your TV a Samsung?

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psychlist
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Re: V6: No video (black screen) or audio when playing from Amazon Prime Video

Yes, a Samsung QLED (2019 model).

I tried dropping the output to 1080p as part of a previous attempt at diagnosis, but it made no difference.

I'd wondered about the cable, but when it works, it works perfectly even at 4K, with no hint of an issue, which suggests that the cable isn't at fault. Also, it's only the Prime app that exhibits issues, not any other app., and it applies to any Prime content whatever the resolution.

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