Support Article
Amazon Video On Demand - Troubleshooting
| 07-99-52 | Downloading Issues |
| 07-99-51 | Linking Issues |
| 07-99-56 | Pixelization issues |
| 07-99-57 | Error message |
| 07-99-58 | Audio dropouts |
| 07-99-59 | Video cuts off before the end |
DOWNLOADING ISSUES
Downloading to the correct DVR
“File Not Found” message under Recording History
General Amazon Video On Demand Support Information
PLAYBACK ISSUES
Error message while playing a video
Video cuts off before the end of the program
General Amazon Video On Demand Support Information
NOTE: Amazon Video On Demand content is available only within the United States.
Downloading to the correct DVR
This usually occurs because a DVR has been renamed but the list hasn’t been refreshed. Deleting or recording an item in your Now Playing list will refresh the list.
Like other recordings, a video you purchase from Amazon Video On Demand may be deleted to make room for programs you’ve scheduled to be recorded. You can re-download the video from Your Video Library.
If a rental video was deleted before you were able to watch it, you will need to either re-rent the video or contact Amazon Customer Support.
It’s a good idea to mark a purchased or rented video as “Save Until I Delete” in order to protect it from being deleted before you watch it. There is a limit on how long you can keep a downloaded item before it is deleted. A rented video will still be deleted after the rental period expires, however. Select “View Rental/Purchase Info” to learn how long you can keep a particular download.
It’s important to confirm that your DVR settings are configured to execute the download. Check the following:
Are Video Downloads enabled in your DVR Preferences tab within My Account?
If this does not resolve the issue, try one or more of the following troubleshooting options:
1. Wait up to 25 minutes. Re-check your download status.
2. Verify that you’ve actually ordered the video by checking your digital orders history at Amazon.com
3. Confirm that all of the following are working:
• Your broadband connection (ISP issues) To learn how, see How Do I Test My Connection to the TiVo Service? Or How to get your TiVo DVR connected .
• Your router and cable modem and/or DSL modem
If you use a wired or wireless adapter:
1. Unplug the adapter.
2. Wait 30 seconds.
3. Plug adapter back in.
4. Re-check the download status.
You might also try verifying that the video appears in your Recording History by going to TiVo Central > Find Programs > To Do List > Recording History.
If all else fails:
Call TiVo Customer Support at 877-367-8486 and ask the agent to check your “Opt In” status. Ask the agent to verify that your DVR is “Opted In”. An “Opt Out” status will prevent your DVR from receiving video downloads.
“File Not Found” message under Recording History
“File Not Found” messages can appear when issues with your ISP, firewall or router occur. Please follow the steps below to resolve the issue:
Step One: Reset your network adapter
• Unplug the adapter or Ethernet cable from the back of your DVR.
• Wait one minute
• Plug back in
Step Two: Check your network settings
• Go to TiVo Central > Messages & Settings > Settings > Phone & Network
• Follow the on-screen instructions.
• When “Get IP Address Automatically from DHCP” is offered, press select.
Step Three: Reset your router
• Turn off router
• Wait one minute
• Re-start router
Now, go to TiVo Central > Find Programs > To Do List > View Recording History. Check to see if the video is listed.
You may need to delete the video from your DVR and re-download from Amazon Video On Demand.
Playback Issues
07-99-56 Pixelization issues
07-99-57 Error message
07-99-58 Audio drop-outs
07-99-59 Video cuts off before the end
Video quality
Amazon Video On Demand videos are downloaded to the DVR in near DVD quality. If issues with video quality arise, please refer to the troubleshooting tips provided below:
Pixelization
Occasionally a video image can be disrupted by abnormally large pixel blocks, or “pixelization” of the digital image. This distortion is due to the compression of image data. To help correct pixelization of a video image, perform the following steps:
1. Rewind and re-play the section where pixelization occurs.
2. Pixelization can be a result of multiple tasks being performed on the DVR. Quit all other tasks they might be running on their DVR, such as recording, burning a DVD, a TiVoToGo transfer or video download. If you replay the video and the display has returned to normal, the issue has been resolved.
3. If “pixelization” of the image persists, contact Amazon Customer Support.
Error message while playing a video
Perform one of the following steps:
- Reboot and try playing the video again
- Delete the video. Re-download and re-try (for purchased videos only.)
- Download a different video and see if the error message persists
Closed captioning
Closed captioning for Amazon Video On Demand is not supported at this time.
Audio drop-outs
If audio drops in and out of a downloaded video during playback:
Perform the following steps:
1. Go to “TiVo Central”.
2. Select “Watch Live TV”.
3. View live TV and listen for audio drop-outs.
If audio drop-outs occur on live TV, see Audio and Video Troubleshooting for troubleshooting tools.
If you did not hear audio drop-outs while viewing live TV, perform the following steps:
1. Rewind to the beginning of the video.
2. Try to play the video again.
3. Audio drop-outs can be a result of multiple tasks being performed on the DVR. Quit all other tasks they might be running on their DVR, such as recording, burning a DVD, a TiVoToGo transfer or video download.
4. Repeat steps 1 and 2. If trouble persists, delete the video if it is a purchased Video and go to Step 5. If it is a rented video, contact Amazon Customer Support .
5. Re-download the video from Your Video Library .
6. Try playing the video again.
7. If audio continues to drop-out, contact TiVo Customer Support and document the name of the video and the exact time the video cuts off.
Video cuts off before the end of the program
Please perform the following troubleshooting steps:
1. Verify that a blue dot appears next to the video in the your Now Playing List. If it does, the download is still in progress.
2. Go to Recording History and verify that the video appears in the list. (TiVo Central > Find Programs > To Do List > View Recording History). Verify that their video appears in the list.
- If the download is listed, the download failed for the reason listed in Recording History. For most errors, the DVR will automatically retry up to 8 times.
- If the download is not listed, it is either in progress or complete. If you verified in Step 1 that it is not in progress, and the download is incomplete, proceed to Step 3.
3. Perform a test call to the TiVo service to confirm that the DVR has a valid broadband connection to the TiVo service. From TiVo Central, select Messages & Settings > Settings > Phone & Network > Test Network Connection.
If you purchased the video, delete it and re-download the item from Your Video Library.
If you rented the video, delete it and contact Amazon Customer Support to request a credit so that you may re-rent and download the video.
4. If you continue to experience problems, contact contact TiVo Customer Support document the name of the video and the exact time the video cuts off.
General Amazon Video On Demand Support Information
For the following issues, contact Amazon Customer Support .
- Purchase & rental questions
- Amazon Video On Demand web page issues at Amazon.com
- Billing
- Video quality
- Product availability or pricing
- Amazon Video On Demand promotions
For help with the following issues, contact TiVo Customer Support:
