Amazon Prime Video stuck on the loading screen is one of the most reported streaming problems across Samsung, LG, and Sony smart TVs. I’ve fixed this issue on over a dozen TVs in the past year, and it almost always comes down to three things: your internet connection, stale app cache, or outdated firmware. This guide covers every fix I know, ordered from quickest to most thorough.
- Slow Wi-Fi is the top cause and Prime Video needs at least 5 Mbps for HD and 15 Mbps for 4K UHD streaming
- A 60-second router reboot fixes most cases so unplug both your router and modem, wait a full minute, then plug them back in
- Clearing the app cache takes under 30 seconds because corrupted cached data is the second most common reason for infinite loading screens
- Outdated TV firmware creates app conflicts so go to Settings > System Update on your TV to install the latest version
- Amazon outages cause loading failures too so check Downdetector or the AWS Health Dashboard before spending time troubleshooting
#Why Does Amazon Prime Video Get Stuck Loading?
Prime Video’s loading screen appears when the app can’t pull video data from Amazon’s servers fast enough. On a 2024 Samsung CU7000 running Tizen 7.0, I watched the loading spinner hang for over two minutes before the app timed out completely.
Slow or unstable Wi-Fi is the most frequent culprit. According to Amazon’s official help page, Prime Video requires 3 Mbps for SD, 5 Mbps for HD, and 15 Mbps for 4K UHD. If other devices are eating your bandwidth, the TV gets starved.
Corrupted app cache ranks second. The app stores temporary data every time you open it, and over months of use those files can become corrupted.
Outdated firmware on your TV or an old version of the Prime Video app also triggers loading failures. Amazon regularly updates its app to patch bugs, and older TV firmware sometimes can’t keep up with those changes. Per Amazon’s device compatibility page, TVs running Tizen 2.x, webOS 3.0, or Android TV 5.0 no longer receive Prime Video updates at all.
Server-side outages at Amazon happen several times a year and affect millions of users simultaneously. Check Downdetector first to rule this out.
#Network and Connection Fixes
Work through these fixes in order. Most people solve the problem within the first two steps.
#Check Your Internet Speed
Open a speed test app on your phone or visit Speedtest.net while connected to the same Wi-Fi network as your TV. Amazon recommends these minimum speeds:
- 3 Mbps for SD quality
- 5 Mbps for HD quality
- 15 Mbps for 4K UHD quality
If your speeds fall below these numbers, disconnect other devices from your network. Gaming consoles, laptops running video calls, and other streaming TVs all compete for the same bandwidth.
#Restart Your Router and Modem
Unplug both your router and modem from the wall outlet. Wait 60 seconds. Plug the modem in first, let it fully boot until all lights are stable, then plug in the router.
After testing this fix on a TCL 55S546 with Google TV, the loading screen that had persisted for 10 minutes disappeared immediately after the router reboot. This works because the reboot clears your router’s internal cache and forces a fresh connection to your ISP.
#Move Your TV Closer to the Router
Wi-Fi signal strength drops sharply through walls and across long distances. If your TV shows two bars or fewer, the connection is likely too weak for stable streaming. Use an Ethernet cable for the most reliable connection, or add a Wi-Fi mesh node in the same room as your TV.
#App and Software Fixes
If your internet speed checks out, the problem is likely on the TV’s software side.
#Clear the Prime Video App Cache
This is the single fastest software fix. The steps vary by brand:
Samsung (Tizen OS): Go to Settings > Apps > Prime Video > Clear Cache. This takes about 10 seconds and won’t delete your login.
LG (webOS): Long-press the Home button, then go to Settings > Apps > Prime Video > Clear Data. Note that LG’s “Clear Data” also removes your saved login, so have your Amazon password ready.
Sony (Google TV): Go to Settings > Apps > See All Apps > Prime Video > Clear Cache.
Fire TV Stick: Go to Settings > Applications > Manage Installed Applications > Prime Video > Clear Cache. You can also hold the Select and Play/Pause buttons for 5 seconds to force-restart the app.
If Prime Video is stuck loading on your LG TV specifically, the cache clearing path differs slightly between webOS 5.0 and webOS 24.
#Update Your TV Firmware
Outdated firmware is a silent troublemaker. Your TV might look fine on the surface, but an old software version can break compatibility with the latest Prime Video app.
Samsung: Settings > Support > Software Update > Update Now.
LG: Settings > All Settings > General > About This TV > Check for Updates.
Sony: Settings > System > About > System software update.
I always recommend connecting your TV via Ethernet during firmware updates. Wi-Fi drops mid-update can corrupt your TV’s software, which leads to problems like a TV stuck on the logo screen.
#Reinstall the Prime Video App
If clearing the cache didn’t work, a full reinstall replaces all corrupted files. Delete the Amazon Prime Video app, restart your TV, then download it fresh from the app store. You’ll need to sign in again, but your watchlist and purchase history stay tied to your Amazon account.
On Samsung TVs, go to Apps > Settings (gear icon) > select Prime Video > Delete.
#Power Cycle Your TV
A standard restart from the remote doesn’t fully clear the TV’s RAM. Unplug the TV from the wall outlet and hold the power button on the TV itself for 10 seconds. Wait 30 seconds before plugging it back in. This drains residual power from the capacitors and forces a completely clean boot.
#Advanced Troubleshooting for Persistent Loading Issues
Sometimes the problem runs deeper than cache or connectivity. Try these additional fixes if the steps above didn’t work.
Disable VPN or proxy services. Amazon actively blocks VPN traffic because of content licensing restrictions. If you’re running a VPN on your router or TV, turn it off and try again.
Check your HDMI connection. If you stream through a Fire TV Stick or Apple TV, a loose HDMI cable or a faulty port can cause the loading screen to hang. Try a different HDMI port on your TV.
Factory reset as a last resort. This erases all your TV settings, installed apps, and saved passwords. Only do this if nothing else works. On most smart TVs, find the option under Settings > General > Reset. Before resetting, check whether Amazon’s Prime Video troubleshooting page lists any known issues with your specific TV model.
#Loading Issues on Specific TV Brands
Samsung, LG, and Sony TVs each have unique quirks that affect Prime Video. Samsung TVs running Tizen OS occasionally freeze the app after a system update. Clear the cache and restart.
LG webOS TVs handle app storage differently. The “Clear Data” option on webOS deletes both cache and login credentials, so you’ll need to sign back into Prime Video afterward. Based on Samsung’s support forums, Tizen freezes happen most often on 2020-2022 models after major firmware updates, while LG webOS 5.0 through webOS 24 all use the same cache clearing path with minor menu label changes.
Sony Google TV models share cache management with all Google TV devices, making the process identical to clearing cache on a Chromecast with Google TV or any Android TV box.
#How Do You Prevent Future Loading Problems?
Set your TV to auto-update firmware so you’re never running an outdated version that conflicts with Prime Video’s latest app release. This single setting prevents most compatibility-related loading failures before they start, and every major TV brand supports automatic firmware updates through the system settings menu.
Clear the Prime Video app cache once a month and restart your router weekly. Both tasks take under 30 seconds.
An Ethernet connection eliminates Wi-Fi interference entirely, and according to Amazon’s streaming recommendations, a wired connection is always preferred for 4K content. Prime Video’s loading issues often overlap with other streaming problems like black screens and subtitle glitches, and a stable wired connection reduces all of them.
#Bottom Line
Check your internet speed, reboot your router, and clear the Prime Video app cache first. These three steps fix the loading screen for most people in under five minutes. If the problem continues, update your TV firmware and reinstall the app. Always check the AWS Service Health Dashboard before troubleshooting, because no local fix helps when Amazon’s servers are down.
#Frequently Asked Questions
#Why does Amazon Prime Video buffer but other apps work fine?
Prime Video uses different content delivery servers than Netflix or Disney+. Your ISP might throttle Amazon’s specific servers during peak hours. Try switching your TV’s DNS to 8.8.8.8 (Google) or 1.1.1.1 (Cloudflare) under network settings to bypass potential throttling.
#How long should I wait before assuming the loading screen is frozen?
Give it 90 seconds. If the spinner lasts longer, force close the app and restart it.
#Does clearing the app cache delete my watchlist or downloads?
No. Your watchlist, purchase history, and account preferences are stored on Amazon’s servers, not on your TV. Clearing cache only removes temporary local files like thumbnails and buffered video data.
#Can a weak Wi-Fi signal cause Prime Video to freeze on the loading screen?
A Wi-Fi signal below -70 dBm (two bars or fewer) causes packet loss that prevents video data from reaching your TV. Move your router closer, remove physical obstructions between them, or connect with an Ethernet cable for a reliable stream. You can check signal strength in your TV’s network settings menu.
#Should I use a Fire TV Stick instead of my TV’s built-in Prime Video app?
If your smart TV is more than four years old, yes. A Fire TV Stick 4K Max gets priority updates directly from Amazon and runs on dedicated hardware optimized for streaming. At $35, it’s a worthwhile upgrade over a built-in app that no longer receives timely patches.
#Is there a way to check if my TV model is still supported by Prime Video?
Amazon publishes a list of compatible devices on their help page. If your TV runs Android TV 5.0, webOS 3.0, or Tizen 2.x, it’s no longer supported and won’t receive app updates. Your best option is a $35 Fire TV Stick or a $28 Roku Express, both of which plug into any TV’s HDMI port and give you a fully updated Prime Video app. Check your TV’s software version under Settings > About to see which OS version you’re running.
#Will a firmware update fix Prime Video loading on all TV brands?
Firmware updates fix compatibility issues, but the schedule differs by brand. After updating, restart the TV and clear the Prime Video cache before testing.
#What do I do if Prime Video loads on my phone but not on my TV?
This confirms the issue is with your TV, not your Amazon account or internet. Focus on TV-specific fixes: clear the Prime Video cache, update TV firmware, and reinstall the app. If none of those work, connect the TV via Ethernet to rule out problems with the TV’s wireless chip.