Note: The Amazon Instant Video user interface is subject to change at any time. For questions about placement of buttons, content, or menus, visit the Amazon Video Help & Customer Service page.
Most Amazon Instant Video related issues can be solved by a few troubleshooting steps.
Check your network
In any situation where the Internet is involved, or required, resetting your network should be the first step. Unplug your modem, router, and tv, then plug them back in (1. Modem, 2. Router, 3. TV).
You can find more detailed network troubleshooting by visiting Troubleshooting Your Wireless Network.
Check your firmware
Apps live on top of firmware, but get updates separately. If the app has been updated, but the firmware has not, issues can arise.
For assistance updating your firmware, visit Updating Your Firmware.
Uninstall the app
Sometimes files or caches can become corrupt (which sounds worse than it is). Deleting the app will remove the associated files.
For step-by-step instructions to uninstall an app, use the Uninstall section of this page.
Install the app back
Once the app has been deleted, visit the content store to install it again.
For step-by-step instructions to uninstall an app, use the Install section of this page.
Check location settings
Streaming content is viewable based on licenses contracted between owners and providers. If your tv's location settings are incorrect, content may not be available.
For step-by-step instructions to uninstall an app, use the Location Settings section of this page.
Reset the tv
If all else fails, perform a factory reset on the tv.
For step-by-step instructions to uninstall an app, use the Factory Reset section of this page.
Check the FAQs
For some questions/topics that we have heard from other customers, or from scouring the web, use the FAQs section of this page.
How to uninstall apps from webOS
Press the Home/Smart button on your remote to bring up your launcher bar.
Click the More Apps button near the bottom-right corner.
Hover the pointer over the app you're having trouble with, then click the upward facing arrow above it.
Now the app will move freely, and an x with a skull will appear. Click the skull/x symbol.
Confirm the removal by clicking OK, then move on to the Install section of this page.
How to deactivate/initialize apps on Netcast
Press the Home/Smart button on your remote, then select Premium Apps near the top-center.
There are four colored buttons near the bottom of your Remote, press the Green button.
From here you have two options:
1. Choose Deactivation to be signed out of the app; any saved login information will be forgotten.
Choose Initialization of Premium to revert all Premium Apps back to stock. Most Premium App updates are bundled with firmware updates. This option will remove any updates released separately from firmware updates.
Choose Yes to allow the initialization.
Wait for the TV to restart.
Move on to the Install section of this page.
How to install apps on webOS
How to activate apps on Netcast
Press the Home/Smart button on your remote, then select Premium Apps near the top-center.
Open the app, then Sign-in if the app requires it.
If any updates are available for your Premium Apps, your TV will automatically download and install them.
If this doesn't solve your issue, continue to the Troubleshooting section of this page.
How to change Location Settings on webOS
Press the Home/Smart button on your remote to bring up your launcher bar.
Click the Settings icon in the top-right.
Choose the All Settings option at the bottom.
Choose the General menu from the left.
Choose Location, then select Service Area Zip Code.
Enter your zip code, then click Enter. Your location information will update automatically.
How to reset the tv to factory settings on webOS
Press the Home/Smart button on your remote, then click the Settings icon in the top-right.
Select General on the left, then Reset to Initial Settings on the right.
Enter your TV password if you have one set, let the TV restart, then go through the initial setup wizard. For assistance with the setup wizard, visit Initial webOS Setup Wizard.
How to reset the tv to factory settings on Netcast
Press the Home/Smart button on your remote, then select Settings near the bottom-left.
Select the Option menu on the left, then Initial Setting on the right.
Enter your TV password if you have one set.
Read the disclaimer, then if you accept the terms, click Yes and the TV will revert to factory settings.
Note: Before troubleshooting, make sure your apps are up to date. You can check for updates in the Content Store. Or make sure the app is fully closed, and you will be automatically prompted to update when you re-open it.
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How to close/exit an app
This is where things can be a bit confusing.
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webOS 1.0
When you turn off the tv, all apps are automatically closed.
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webOS 2.0
From the launcher, on the bottom left, click the Recent Apps button. From here, hover over an app, then click the X above it.
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webOS 3.0
If the app will open:
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Open the app.
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Press the Home
button on your remote to return to the launcher.
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At the top of the screen, the title of the app is displayed.
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Hover over the title, then click the X that appears to the left of the title.
If the app will not open, it will need to be removed, then re-installed.
Visit the Uninstall section of this page.
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How to delete an app
Visit the Uninstall section of this page.
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App missing or dissapeared
This is usually related to Location settings.
Visit the Location Settings section of this page.
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Trouble signing in or staying signed in
These types of issues may mean that the app requires an update, or in some cases, the system may need an update.
The first thing to try is removing the app, then re-installing it from the Content Store.
Visit the Uninstall section of this page.
If that doesn't work, you can try a factory reset on the tv.
Visit the Factory Reset section of this page.
If the issue is not resolved after trying the suggestions above, Contact Us or the app provider for further assistance.
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DNS error
A DNS server converts the web adress name (www.google.com), into a web address ip (74.125.224.72). Like any other server, sometimes DNS servers go down, and devices get confused.
Your best bet to resolve this issue is to set your DNS locations manually. Luckily, Google hosts public DNS servers for anyone to use.
Google's public DNS servers are 8.8.8.8 and 8.8.4.4.
How to set your DNS manually
Back Next HomePress the Home/Smart
Click the Settings icon in the top-right.
Choose the All Settings option at the bottom.
Choose the Network menu from the left.
Choose Wi-Fi Connection.
Note: In this menu, your network should have a checkmark
Choose Advanced Wi-Fi Settings at the bottom
Click the Edit button.
Uncheck the box labelled Set Automatically.
Click in the box labelled DNS Server and enter 8.8.8.8, then click Connect.
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Keyboard doesn't appear on-screen
If the keyboard does not appear when you need to input text, follow the steps below.
Troubleshooting No Keyboard:
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Hover the mouse pointer over the box you wish to type in, then press the OK button.
Note: Make sure to click near the left side of the box.
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Turn the TV off then back on.
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Try to open the Content Store, then click the Search feature.
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If the keyboard appears in the Content Store, the issue is with the Amazon Instant Video App.
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If the issue is with the Amazon Instant Video App, try to uninstall and reinstall the App. To do so, start with the Uninstall section of this page.
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If the issue persists, Contact Us.
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Unable to find the app
If you are unable to find the Amazon Instant Video App, it may not be in the main launcher. To locate the extended launcher:
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Press the Smart
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Then click the More
icon near the bottom right.
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Hover the pointer near the left or right side of the screen to scroll this menu.
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If the Amazon Instant Video App does not appear anywhere in this list, you may need to download the app.
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Open the LG Store App, search for Amazon Instant Video, then choose Install.
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App won't open
If you are able to locate the Amazon Instant Video App, but are unable to open when clicking, follow the steps below:
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Turn the TV off, then back on.
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Try to open other Apps. If no Apps will open, Contact Us.
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If Amazon Instant Video is the only App that won't open, uninstall then reinstall the App. To do so:
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Press the Smart
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Then click the More
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Hover the pointer over the the Amazon Instant Video App and a small x will appear above it. Click the x.
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Open the LG Store App, search for Amazon Instant Video, then choose Install.
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If the issue persists, Contact Us.
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Magic Remote pointer is not showing
If the remote pointer does not appear on your screen, follow the steps below:
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Replace the batteries in the remote.
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Turn the TV off, then back on.
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Try to use the remote outside of the Amazon Instant Video App. If the pointer doesn't appear anywhere, Contact Us.
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If Amazon Instant Video is the only App that won't show the pointer, uninstall then reinstall the App. To do so:
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Press the Smart
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Then click the More
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Hover the pointer over the the Amazon Instant Video App and a small x will appear above it. Click the x.
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Open the LG Store App, search for Amazon Instant Video, then choose Install.
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If the issue persists, Contact Us.
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TV doesn't respond at all
If the TV will not respond at all (to remote nor TV buttons), Contact Us.
Ryan is a Home Electronics expert and author of this help library article. Please leave him feedback below about the page.
