When this error appears on Amazon Prime, you may see a message reading: “Something went wrong. Please try again later. For more help, go to amazon.com/videohelp.” With that said, let us help you fix this issue.
Why Does It Say Something Went Wrong?
1. Poor Internet Connection
It is possible and likely that this issue could be the product of a poor internet connection, especially if you are streaming Amazon Prime Video on your Android or iPhone device.
There are many variables to an issue with an internet connection; the poor connection could be caused by where you are; ideally, you want to be in an area where you receive a clear and strong signal for your internet connection.
Fix 1 – Switch From WIFI to Data Vice Versa If You’re on Your iPhone/Android
If you are, by chance, streaming the Amazon Prime Video service from your iPhone or Android, there is only one of two internet connections that you could possibly use.
One internet connection is a WiFi network internet connection, and the other is your mobile service data internet connection; even though these are both excellent internet connections, their functionality and efficiency can differ dramatically.
By switching these internet connections, you should receive a more significant internet connection and get back to streaming your Amazon Prime Video movie or show.
Fix 2 – Restart Your Internet Connection If You’re Using Your Laptop or Samsung TV
A viable option when experiencing internet connection issues with your laptop or Samsung smart TV is to restart your internet connection. This helps to re-establish the internet connection and for any connectivity issues to be recognized and potentially resolved.
Step 1. The first thing you will want to do is open the Start Menu, which you do by clicking on the Windows symbol on your computer’s toolbar.
Step 2. Next, locate and open your Settings, which will be typically indicated by a gear symbol.
Step 3. Amongst the list of options, you should be able to find and click on the “Network and Internet” option.
Step 4. Here, you should find yourself in the status tab by default.
Step 5. Next, find and click on the “Reset Now” option.
Step 6. This will prompt a confirmation question asking you to confirm the action while you want to select “Confirm” and restart your computer.
Step 7. After confirming, your computer will begin the restart process, and both your configuration and network adapters will be reset.
That will do it for restarting your internet connection on your laptop. Now, if you are experiencing this internet connectivity issue on your Samsung smart TV, you can restart your internet connection by following these steps:
Step 1. You are going to start by grabbing your Samsung TV remote and then proceed to the settings by pressing the Home button on the remote.
Step 2. Locate and select the Settings option, then navigate to and select the “General” option.
Step 3. Under the “General” options, you will want to find and select the “Network” option.
Step 4. Here, you will be able to hover your remote’s selection icon over the “Reset Network” option, and then you will want to select the “Yes” option.
Step 5. After confirming the decision by hitting “Yes,” your Samsung smart TV will restart along with your network connection.
Once these steps are completed, your Samsung smart TV’s internet connection will be restarted, and this should clear up any connectivity issues.
Fix 3 – Turn Off VPN on Device
Using a VPN (Virtual Private Network) service is an excellent way to go about browsing, shopping, and banking online.
Since a VPN will encrypt your internet connection along with your data and internet activity, it is a fantastic way to stay both hidden and safe when doing anything online, primarily if you use a public network.
Even so, with how great using a VPN is, it can also have some drawbacks, such as causing latency with your internet connection.
Now, this can be so little that it can typically go unnoticed by many users.
However, sometimes it can also reach a point of bringing your internet connection speed down to a snail’s pace, which can cause issues such as this, where your streaming keeps being interrupted with that annoying notice message of: “Something went wrong. Please try again later. For more help, go to amazon.com/videohelp.”
This is due to a poor internet connection, so you will want to try turning off your VPN on your device; in order to do so, you can follow the steps provided below.
Fix 4 – Restart Your Router
Another suitable method to go about when having internet connection issues is to restart your router.
This makes sense since your router is responsible for receiving the internet connection from your modem and distributing it to all the devices connected to the WiFi network.
You can theoretically get direct internet access by connecting a laptop or other device via an Ethernet cable straight to your modem, so while a router is not entirely necessary, it is beneficial for spreading the range of the internet connection.
Restarting your router is a relatively straightforward process that can help reconnect the internet connection and expose any possible issues with the said connection.
To restart the Router
Step 1. Firstly, you will want to press the power button on the router or unplug the power cord from the router from the power source.
Step 2. Next, you will want to either plug the router power cord back in or press the power button on the router; then, you should wait at least 30 seconds.
Note: You should only power down or unplug your router when you are performing a restart of the router.
This will restart your router and will essentially reassess the internet connection; in turn, this should help with your internet connection issues.
2. There’s A Bug
There is also the likely possibility that there could be a bug in the Amazon Prime system. No, we do not mean a literal bug.
Instead, we suggest a technical bug, and if you are unaware of what precisely that means, it means that there is a reoccurring error, glitch, and or malfunction in the system. This can become problematic and annoying very quickly, but luckily, it can also be resolved.
Fix 1 – Log Out, Then Back In
When encountering an issue that you believe is being brought on by a bug and speaking in terms of an account, it can serve you well to log out and log back in.
You can see this as essentially hitting the refresh button on your account; this way your account is reloaded and reprocessed through the Amazon servers.
The Amazon servers do what all servers do, which is hold and store users’ data and information while also supporting requests on the website and or app.
So, when you log out, you are sending a request to the server(s), which is answered by letting you complete the logout process, and this is repeated when you log back in, except when you log back into the server(s) reloads and reprocesses your account in the process.
This is typically enough to clear out the bug issue.
Fix 2 – Update Amazon Prime to Get Rid Of Bugs
When dealing with a bug issue on your device, it is advisable to update the application. App updates bring fixes to common bug problems and essential software updates.
This is what makes them so integral to both apps and devices. Plus, the process is simple enough, though you may not be aware of how to do it.
If you are using your iPhone, you can update the Amazon Prime Video app by following these easy steps:
Step 1. Firstly, starting from your iPhone home screen, navigate to and open the Apple® App Store.
Step 2. Next, you will want to select your profile icon at the top of the screen, and here you can scroll to see any pending updates and release notes.
Step 3. Then you will want to locate the Amazon Prime Video app (if it has an available update) then tap on the “Update” option beside the app; you can also select the “Update All” opportunity to update all apps with an available update.
This will conclude the process of updating the Amazon Prime Video app on your iPhone.
If you are on an Android, you can also update the Amazon Prime Video app by following the steps provided below:
Step 1. Starting from the home screen on your Android device, proceed to and open the Google Play Store app.
Step 2. Next, you will want to tap on your profile icon in the top right corner of the screen, then select the “Manage Apps & Device” option.
Step 3. Then after that, if there are any app updates available, you will see “Updates Available” beside the four squares symbol; tap on this option.
Step 4. Under this option, you can either select the “Update All” option to update all apps with available updates, or you can locate the app in particular by scrolling through and finding the app (Amazon Prime Video app), then tap the “Update” option beside it.
This will update the Amazon Prime Video app on your Android device, so long as there is an available update.
You can also update your apps on your Samsung TV; simply follow these provided steps:
Step 1. Firstly, from your Samsung TV remote, you will want to press the Smart Hub button.
Step 2. Next, you will need to select the “Featured” option.
Step 3. Under the Features option, locate the app in question (Amazon Prime Video app); once on the app, press and hold down on the “Enter” button until you see a sub-menu come up.
Step 4. On the sub menu, you will want to select the “Update Apps” option, then click on the “Select All” option.
Step 5. Afterward, select the “Update” option, and any apps with an available update will begin the update process.
That is how you update your apps on your Samsung smart TV.
Fix 4 – Clear Your Cache to Get Rid of Amazon Prime Bugs
Another viable method when experiencing a bug issue on an app is to clear the app cache for that app. This can help since the app cache holds and stores data and memory to enhance how quickly the app functions for you.
This enhances both the app and your experience with the app. However, this app cache can also hold bugs in its memory; therefore, when you use the app again, the bug reappears and once again causes issues.
That is why it can serve you well to clear the app cache for your apps as often as possible. Before beginning, keep in mind that when you clear the app cache, no critical information or data will be lost.
After you have cleared the app cache, there will be a portion that returns to it; this is entirely normal as it is essential to the application.
If you are on Android, you can clear the app cache by following these simple steps:
Step 1. First, starting from the home screen of your Android, proceed to and open your
Step 2. From the settings options menu, you will want to select the “Storage” option.
Step 3. Next, please tap on the “Other Apps” option, where you will find a list of all of your installed apps, and you can locate the app in question (Amazon Prime Video).
Step 4. Then you will want to tap on the app (Amazon Prime Video), and you will find the “Clear Cache” option, go ahead and select it. This will clear the application’s app cache.
If you are using your iPhone, you can clear the app cache for the Amazon Prime Video app by completing these steps:
Step 1. Starting from the home screen of your iPhone, you will want to go to and open Settings.
Step 2. In the settings options menu, you can select the “Storage” option.
Step 3. Under the “Device Storage” category, tap on the “Internal Storage” option.
Step 4. Once in the “Internal Storage” options, select the “Cached data” option.
Step 5. Next, when you are asked if you are sure you want to clear all app cache, you will want to tap the “OK” option.
That will clear the app cache for the Amazon Prime Video app on your iPhone and should clear out the bug issue.
Fix 5 – Contact Amazon Prime Support
Sometimes when experiencing these significant issues, it can be best to go to the professionals and those that are in more direct contact with the application and its servers.
This can provide you with appropriate support for your problem and will put you in touch with the apps help/support team, which they can help you troubleshoot the issue and assist you with getting to the source of the problem.
You do this by entering the web address into your browser’s search bar, then scrolling to the bottom, where you will see the “Contact Us” option.
Select this option, and here, you will find the live chat option where you can chat with customer service and receive support for your issue.
Fix 6 – Wait For Them To Come Out With A Fix
There are occasions when your best option could be to wait for them to come out with a fix for the bug problem.
Considering there are almost always issues arising with apps if you have encountered a bug issue, it is likely that many others have as well and have reported the matter to Amazon.
These reports are gathered and then focused on when the IT team is working on fixes for the application; with this in mind, it is likely that they have received reports about the problem and will be coming out with a fix for the issue.
These fixes typically take the form of updates if it is not automatically installed, so you will want to keep up on updating your Amazon Prime Video app to ensure that you get the fix installed.
3. Amazon Prime Is Down
Similarly to all websites and apps, Amazon Prime Video users servers to hold and store its user’s data and information; these servers are also responsible for receiving and answering requests that are sent through the website/app.
When you are scrolling through awesome shirts on Amazon and click on one to view it, there is a request sent to the server(s), and it is the program of the server to answer this request and send you to the next viewing page. The same
could be said for when you are selecting a movie or show on the Amazon Prime Video app; when you choose one, a request is sent to the server(s), and the server(s) answers by allowing/loading you the movie or show.
With that said, all servers can go down from time to time, and this could be caused by this scenario.
Fix – Wait For Amazon Prime To Go Back Up
A server(s) can go down for many possible reasons; it could be an error encountered in the program, it could be intentionally brought down for maintenance, or there could have been a power outage.
Regarding servers, it is not a question of if they will go down; it is, instead, a question of when they will go down.
As previously mentioned, servers receive routine scheduled maintenance reasonably often, and when they are down, you typically will not be able to access the website or app.
Unfortunately, the best you can manage in this situation is to wait it out until the server(s) comes back up; luckily, this usually does not take much longer than twenty minutes.
4. Issue With Device
In this situation, you may not have considered it could be an issue with your device. As incredible as our devices are, they are still pieces of technology; therefore, they are still susceptible to bugs, errors, glitches, and malfunctions.
You will want to take this into consideration when having problems with apps or other functions not working correctly.
This is why updates for our devices are regularly released, sure, not as often as apps but certainly regularly. With this in mind, there could be an issue with your iPhone, Android, or even Samsung smart TV.
Fix 1 – Restart Your Device
If you believe the issue may stem from your device, a good practice is to restart your device, as this can help it essentially refresh and close out apps that are running in the background, eating up your precious RAM.
Not only that but restarting your device can help with prolonging battery life, retaining memory, preventing crashes, and can help it run more smoothly.
It is an excellent habit to form to restart your device at least once a week to help with all of these essential functions.
To restart your Android or iPhone, you can follow these straightforward steps:
Step 1. On either your Android or iPhone, press and hold down your power/screen lock button, typically on the side of your smartphone, until a side menu appears.
Step 2. You will want to select the “Restart” option, and that will restart your Android or iPhone.
If you are using the Amazon Prime Video app on your Samsung smart TV, you can also restart your Samsung smart TV by following these steps:
Step 1. Firstly, you will want to turn on your Samsung smart TV.
Step 2. Then you should press and hold down the power button until you see the Samsung Smart TV go into the restart mode.
Step 3. Wait for the restart process to finish completely, then press and hold the power button again.
Step 4. Now, wait for the Samsung Smart TV to turn back on.
This will restart your Samsung smart TV and should help with the issues at hand.
You can restart your PC by following these steps:
Step 1. Go to the start button at the bottom left of your screen and left-click to open it.
Step 2. Next, left-click on the “Power” option.
Step 3. Then left-click again on the “Restart” option.
Step 4. Next, wait for the PC to restart; it will power off and back on again.
Fix 2 – Force Restart Device
Sometimes a regular restart will not cut it, and you must perform a force restart on your device.
You may be wondering, “What is the difference between a regular restart and a force restart?” and believe it or not, there is. With a regular restart, the device is powered down gradually and then powered back on slowly.
With a force restart, the device’s power is manually cut off immediately, and then the power is brought back on manually. However, a force restart can genuinely help your device.
If you are using your iPhone, you can force restart by pressing and quickly releasing the volume up button, pressing and quickly releasing the volume down button, then pressing and holding the side button.
Once the Apple logo shows, release the button.
If you are using your Android, you can force restart your device by at the exact same time, pressing and holding down the power and volume down buttons for more than seven seconds. This will force your Android phone to restart.
Now, in order to force restart your Samsung smart TV, you will want to follow these steps:
Step 1. Firstly, you will want to put your Samsung TV into standby mode; you can do this by simply turning off the Samsung TV with the remote’s power button.
(You will know that it is standby mode by seeing the red sensor light being active on the remote even with the TV turned off).
Step 2. After that, you will need to press these four buttons quickly, in this order, on the Samsung TV’s remote: Mute, 1, 8, 2, and Power Button.
After a few seconds, this should bring up a menu.
Step 3. On the remote, using the arrow keys or the channel buttons, navigate to the “Reset” option and press the “Enter” button. Your Samsung TV will turn off and reset.
Note: The “Enter” button on your remote may appear as “OK/Select.” Also, the “Reset” option may be kept under another menu as “Options.”
Step 4. Once the reset is finished, you can power your Samsung TV back on, and your Samsung smart TV will be reset to its original factory settings.
Following these provided steps will force the restart of your Samsung smart TV, and if the problem continues, you may want to consider purchasing a new Samsung smart TV.
In order to force restart your laptop, you can follow the provided steps below:
Step 1. Press Ctrl + Alt + Del together on your laptop’s keyboard.
Step 2. On the bottom right of your screen, click on the power button while simultaneously holding down the “Ctrl” button.
Step 3. Then select the “OK” option to confirm the emergency restart message.