I recently purchased Amazon Prime. When I try video on my TV screen, the stream gets interrupted about once a minute. Can you help me fix that?
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I recently purchased Amazon Prime. When I try video on my TV screen, the stream gets interrupted about once a minute. Can you help me fix that?
Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!
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Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!
Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Amazon nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)
I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.
Hello I am ready for your advice.
Ferd, Are you there?
I am ready for your help
Hi Im here,
Are all channels or video doing the same problem?
no, only amazon. i also use netflix.
Is the TV or TV box connected via wired or wireless connection or Wired to your router?
The TV is connected to Roku. Roku gets its feed from Hughes Net via Ethernet wire.
Maybe the Amazon feed is set for too high quality. Is there a way to reduce it?
Did it worked ok before with Amazon video?
Does it happen all the time of a day?
I have been a Netflix customer for years. My Amazon subscription is brand new. I also had a long session with a Roku expert. The Roku is functioning OK, according to them.
I have my TV on and can try to open a movie to see if you have fixed the problem.
It is possible the Video quality our getting from amazon.
Since the video load is high. You will need to match it up with higher bandwith internet.
Do you know your actual internet speed?
It is poor. The Roku had me check it. They said it was adequate. I don't remember the actual reception speed. I can't check it now without signing off with you.
do you remember if its higher or lower than 3MB?
As I remember it was around 20MB
Maybe 15-18 MB
where do you check it? on a computer?
On this computer
How about the roku result?
How do I do that?
You said the roku gave you a message about your connection right?
Roku had me go to this computer and test reception thru WWW.fast.com
This computer is also conected via ethernet to Hughes net.
Is this problem happening all the time of day, even at night?
The problem happened every time I tied to watch a movie, day and night.
Is there a way to lower the feed speed from amazon?
Is thee a way to build up more of a buffer so the interruption don't happen?
No, the speed is dafault and is in HD I beleive.
That I beleive is what's causing this problem. Net flix can be loaded with no issue as it is not that heavy in internet traffic compared to Amazon.
What you could do with the buffer is to pause the video and let it buffer for fewminutes so the playing and the buffered video does not catch up each other.
Ok. How long do you recommend to do the pause?
You will need to check that depending on the internet the roku is getting.
Try 5 mins first. Play the video for a few second then pause it for 5 mins then play it. see if it will catch up and buffer.
If it did
you will need to increase the pause time until you get the right buffer time and you know how long you should buffer before playing it.
I will try it. How do I recontact you if I still need help?
You can reach this link back from your email.
You will have an email saying your Tech question has a new response. Giving you a link there to get back to this chat.
OK. Many thanks. I am signing off. HCR
Hi Hanson,
Please send us an update here about the status of the steps I asked you to try.
We'll be waiting for your response
Thanks
Ferdinan
Hi Ferd; I tried what you suggested on a movie last night. I buffered for over 5 minutes, but after a few minuted the movie interrupted for more buffering. Any other ideas?
Hi Ferd; your suggetion of letting a buffer build failed to solve the problem when we tried to watch an amazon movie last night. Any other ideas to solve this problem
Your suggestion did not work
Im sorry to hear that.
There are no other options or settings for the Amazon video quality.
The problem lies with you internet connection and Amazon's bandwidth when it comes to movie streaming.
One solution i Can suggest is to have your internet service upgraded to moved to a higher speed.
Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!
Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)
I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.
Byron Narciso
Technician
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