Prime Video is a popular streaming platform that offers a wide range of movies, TV shows, and original content. However, sometimes users may encounter issues where the video plays but the picture is not displayed. This can be frustrating, but fortunately, there are several troubleshooting steps you can take to resolve this problem.

In this article, we will provide a comprehensive guide to help you troubleshoot and fix the issue of Prime Video not showing the picture. If Prime Video Keeps Kicking Me Out issues on devices then check out this post.

If you’re having trouble with Prime Video not showing a picture, here are some troubleshooting steps you can try:

  1. Check your internet connection
  2. Restart your device
  3. Disable VPN
  4. Enable Picture-in-Picture Mode
  5. Check the Amazon Prime server status
  6. Clear the Prime Video app’s cache and data
  7. Update your device’s software.
  8. Try using a different device
  9. Contact Amazon customer support

Understanding the Problem

Before diving into the troubleshooting steps, it’s important to understand the possible causes behind Prime Video not showing the picture. The problem can arise due to various reasons, such as a poor internet connection, outdated app version, cache or data issues, incompatible devices, or even technical glitches on the Prime Video server.

Check Your Internet Connection

A stable and reliable internet connection is crucial for streaming videos on Prime Video. Start by checking if your internet connection is working properly. Ensure that you have a strong Wi-Fi or cellular network signal. If you’re using Wi-Fi, try moving closer to the router or restarting it. If you’re on a cellular network, consider switching to Wi-Fi or contacting your service provider if there are any connectivity issues.

Update Prime Video App

Outdated versions of the Prime Video app can sometimes cause display issues. Check if there are any updates available for the app on your device’s app store. Updating to the latest version can often resolve compatibility issues and provide bug fixes that may be affecting the picture display.

Clear Cache and Data

Cache and data accumulated by the Prime Video app over time can lead to performance issues. Clearing the cache and data can help refresh the app and potentially fix the problem. Go to the settings of your device, locate the app settings, and find Prime Video. From there, clear the cache and data. Note that this process may vary slightly depending on your device’s operating system.

Disable VPN or Proxy

Using a virtual private network (VPN) or proxy server can sometimes interfere with Prime Video’s streaming capabilities. Disable any VPN or proxy settings on your device and try accessing Prime Video again. VPNs and proxies can affect your location and network settings, which may cause issues with the picture display.

Check Device Compatibility

Ensure that your device is compatible with Prime Video. Prime Video supports a wide range of devices, including smart TVs, streaming devices, smartphones, and tablets. Visit the official Prime Video website to check the list of supported devices. If your device is not compatible, consider using a different device to stream Prime Video content.

Adjust Video Quality Settings

The video quality settings on Prime Video can impact the picture display. If the selected video quality is too high for your internet connection, it can result in buffering or no picture at all. Adjust the video quality settings to a lower resolution and check if the picture is displayed properly. You can find the video quality settings within the Prime Video app’s settings menu.

Restart Your Device

Sometimes a simple restart can resolve temporary glitches or software conflicts. Restart your device and relaunch the Prime Video app. This can help refresh the system and clear any underlying issues that might be preventing the picture from showing.

Reinstall Prime Video App

If all else fails, you can try reinstalling the Prime Video app on your device. Uninstall the app completely, restart your device, and then install the latest version of the app. This can provide a fresh installation and may resolve any software-related problems that were affecting the picture display.

Contact Prime Video Support

If you have tried all the troubleshooting steps mentioned above and the issue still persists, it’s recommended to reach out to Prime Video’s customer support. They have dedicated teams to assist users with technical issues and can provide personalized solutions based on your specific problem.


Encountering the problem of Prime Video not showing the picture can be frustrating, but with the right troubleshooting steps, you can resolve the issue and get back to enjoying your favorite movies and TV shows. Start by checking your internet connection, updating the Prime Video app, and clearing cache and data. Make sure to disable any VPN or proxy settings and ensure device compatibility. Adjust video quality settings, restart your device, and consider reinstalling the app if needed. If the problem persists, don’t hesitate to contact Prime Video support for further assistance.


Why is my Prime Video playing audio but not showing the picture?

This issue can occur due to various reasons such as a poor internet connection, outdated app version, or compatibility issues. Follow the troubleshooting steps outlined in this article to fix the problem.

Can I watch Prime Video on multiple devices simultaneously?

Yes, Prime Video allows streaming on multiple devices at the same time, depending on your subscription plan. Make sure your internet connection can handle multiple streams to avoid any performance issues.

Why does Prime Video show a black screen on my smart TV?

A black screen issue on a smart TV can be caused by HDMI connection problems, outdated firmware, or incompatible software. Check your HDMI connections, update the TV’s firmware, and ensure that the Prime Video app is compatible with your TV model.

Is Prime Video available in all countries?

Prime Video is available in numerous countries worldwide. However, the content library may vary depending on your location. Some countries may have restricted access to certain movies or shows due to licensing agreements.

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