Skip to Contents Skip to Accessibility Help
Close

Help Library

Find help information for your LG product

Select a product category and then pick a topic or search a keyword.

Amazon® instant video Troubleshooting - Blu-ray

Troubleshooting Home Video Last Updated 08/29/2015
Amazon® instant video Troubleshooting - Blu-ray - Amazon® instant video

Amazon® instant video provides streaming movies and TV shows directly to your Smart Blu-ray Player. Some issues may be related to the Amazon® instant video servers, or your Internet connection. Refer to the options below for Blu-ray Player related troubleshooting.

Note: The Amazon® instant video user interface is subject to change at any time. For questions about placement of buttons, content, or menus, contact Amazon® instant video Support, or call Amazon® instant video at 1-888-280-3321.


Amazon Instant Video is not available on all models of LG Smart Blu-ray Players. Check your Premium Apps section of the Blu-ray Player to confirm. If the Amazon Instant Video App does not appear in the Premium Apps section, it is not available for that player.


Amazon 4K and Amazon HDR content are not currently available for LG Blu-ray Players.


When are you experiencing the issue?

Amazon® instant video does not support creating a new account from your Smart Blu-ray player. However, you may create an account online at Amazon® Registration, then use that account to sign-in on your Blu-ray player.

Once signed in, you will be able to make purchases, upgrade to Amazon® Prime (if you are not already a member), and access anything in your video library on your Smart Blu-ray Player.

To sign in:

  1. Open the Amazon® instant video App. In most cases you can find it on the launcher bar as shown.
  2. Click Sign in and start watching from the landing screen, or click Register on the Amazon®.com website to register your Blu-ray player using your computer.

    Note: This sign in process is subject to change at any time. Contact Amazon® instant video with promotional questions.

  3. Enter your Email address and Password to sign in.
  4. Your device is now registered with Amazon® instant video. You will not need to do this process again unless you deactivate the device.

Note: For questions about creating a new Amazon® instant video account please contact Amazon® instant video Support, or call Amazon® instant video at 1-888-280-3321.

A network connection is required to use the Amazon® instant video App. If you have not connected your Blu-ray Player to your home network, refer to Setting Up Your Wireless Network - Blu-ray.

Troubleshooting After Connected:

  • Restart your router (unplug it then plug it back in). This solves a majority of connection issues.
  • Check the Network > Connection Status menu to ensure you are connected to the network. If the connection is not set to automatically connect, you may need to manually do so.
  • Check the advanced network settings to ensure your IP and DNS addresses are set to automatic.

    Note: If you have an advanced network setup you may have these set to specific values.

  • If the issue persists, Contact Us.

If you have forgotten your username or password (or if they aren't allowing you to login), Amazon® instant video provides a Password Assistance website to help you.

To use Amazon®'s Password Assistance feature, please visit Amazon®.com Password Assistance.

Note: For questions about your Amazon® instant video account please contact Amazon® instant video Support, or call Amazon® instant video at 1-888-280-3321.

An error mentioning DNS settings is most often related to your ISP network connection.

Troubleshooting DNS Errors:

  • Restart your Blu-ray Player and router (unplug them then plug them back in). This solves a majority of connection issues.
  • Check the Network > Connection Status menu to ensure you are connected to the network, and that your DNS servers are set correctly. If you aren't sure what this means, your DNS settings are likely set to automatic.
  • Check other network devices in your home. If the other devices get a similar error, or do not have an internet connection, the issue is most likely with your ISP (Internet Service Provider).
  • If other devices are working properly, try to set your DNS servers manually. To do so:
    1. Press the Smart  button on your remote. Then press the Settings  button near the right side of the screen.
    2. Switch to the Network menu, then click on Connection Setting.
    3. At the bottom of this screen, choose Start.
    4. From this screen, choose Wired Network or choose your Wi-Fi Network from the list, then enter the Network Security Key (Wi-Fi Password) if you chose a wireless network with security enabled.
    5. Switch the DNS box to manual and enter 8.8.8.8.
  • If the issue persists, Contact Us.

A network connection is required to use the Amazon® instant video App. If you have not connected your Blu-ray Player to your home network, refer to Setting Up Your Wireless Network - Blu-ray.

Troubleshooting After Connected:

  • Restart your Blu-ray Player and router (unplug them then plug them back in). This solves a majority of connection issues.
  • Check the Network Settings menu to ensure you are connected to the network. If the connection is not set to automatically connect, you may need to manually do so.
  • Check the advanced network settings to ensure your IP and DNS addresses are set to automatic.

    Note: If you have an advanced network setup you may have these set to specific values.

  • If the issue persists, Contact Us.

If Amazon® instant video videos will not play (but do show in the App), follow the steps below.

Troubleshooting Unable to Stream:

  • Ensure your internet connection bandwidth is able to support streaming video.

    Note: Amazon® instant video recommends the following Internet download speeds per stream for playing movies and TV shows:

    • Standard Definition (SD) videos: 900 Kbits/sec
    • High Definition (HD) videos: 3.5 Mbits/sec

  • If your connection speed supports streaming video, Restart your router (unplug it then plug it back in).
  • Try to restart the App. To do so:
    1. Press the Back button on your remote repeatedly until you encounter the Exit box.
    2. Re-open the app.
  • Turn off the Blu-ray Player then turn it back on.
  • Try to stream a video from a different device.
  • If the title won't stream from other devices either, the issue is with your Internet connection.
  • If the issue persists, Contact Us.

If the Amazon® instant video app freezes, follow the steps below:

  • Turn the Blu-ray Player off, then back on.
  • If the issue persists, Contact Us.

To log out or switch accounts, you'll need to deactivate the device. Follow the steps below.

  1. Press the Yellow button on your remote.

    Note: If you're viewing the details of a video, you may need to press the Yellow button twice; to return to the main App screen, then to open the help menu.

  2. Locate the option to Deregister your device..
  3. Next time you Sign in or Register your device you can use a different account.

If you are unable to find the Amazon® instant video App, it may not be in the main launcher. To locate the extended launcher:

  1. Press the Smart  button on your remote.
  2. Then click the Premium icon near the right side of the screen.
  3. The Amazon® instant video App will appear in this list.

If you are able to locate the Amazon® instant video App, but are unable to open when clicking, follow the steps below:

  • Turn the Blu-ray Player off, then back on.
  • If the issue persists, Contact Us.

If the Blu-ray Player will not respond at all (to remote nor unit buttons), Contact Us.

Article Feedback

Q1. Overall, how satisfied were you with the usefulness of this information?
1 2 3 4 5
Q1-1. Why were you dissatisfied with the usefulness of this information?
Q2. How would you improve the information?

Characters left : 500 / 500