Prime Video Not Working On Nvidia Shield: How To Fix [2023]

Nvidia Shield is one of the best streaming devices out there. Whether you like playing video games or just enjoy watching popular TV shows, Shield TV has got you covered.

But what will you do when one of the top streaming platforms, Amazon Prime Video, fails to work on your Shield TV?

If Prime Video is not working on your Nvidia Shield, first, check for network issues and power cycle the Router and the Shield TV. Disable VPNs and other network masks as well. Next, check and update the Prime Video app to its most recent version. If these don't work, factory reset your Shield TV.

Let's take a deeper look at the troubleshooting steps you can try when Prime Video stops working on your Shield TV.

Check the Internet Connection

Check the Internet Connection

Checking for issues with the internet connection is the first step in troubleshooting this problem.

A strong and proper internet connection is required for the Nvidia Shield to stream and load content properly.

Under unfavorable network conditions, streaming issues are bound to haunt your Shield TV, Youtube TV failing to work can be cited as a great example of the said scenario.

The latest Shield TV models require at least 13 Mbps internet speed for streaming at 720p (60fps). This may not be the case with previous Shield TV models.

We suggest you keep the router close to your Shield device for optimal signal strength.

If your Router is farther away from the Shield, try switching your router to the 2.4 GHz band. Even though the 5 GHz band provides better internet speed, 2.4 GHz offers better coverage. 

You could change the wifi band in the router settings, provided your router supports it. After changing the wifi band, restart your router for the settings to take effect.

If there are multiple devices connected to your wifi, try reloading Prime Video after removing some of the devices. Oversaturating the network could disrupt its optimal working.

For best results, try using a hardwired ethernet connection to ensure adequate signal strength and speed.

Check the Network Router


Check whether your router is working as intended.

Make sure the cables are not torn or bent in any manner. If you notice any such disparities, better replace the cables and then try accessing the network.

If the network attributes are not performing as they should be, try power cycling the Router. Here's how to do so:

Router unplugged

1. Unplug the Router from the power supply and leave it idle for a few seconds.

2. Press and hold the power button to discharge the system internals of any pent-up charges.

3. Plug back in the power supply and power ON the Router.

You could run a speed testing application to get a real-time account of the various networking parameters.

If the network speed or the latency is not up to the mark, restart the Router and then run the test once again.

As suggested, using a 2.4 GHz wifi band will help improve signal strength. Hardwiring the Shield to the Router will give you the best results.

Disable VPNs

Disable VPNs

Sometimes using VPN or proxy servers might cause the Prime Video app to fail. This is because the license agreements that Amazon has implemented contradict the use of such services. 

Not to mention the severe blow the network speed and latency takes as a result of using VPNs and other networking masks.

And so, reload the Prime Video app after disabling any VPN or proxy servers that you are using.

Doing so could also come in handy for issues like HBO MAX issues on Shield TV.

Disable IPv6

It has been reported that the Prime Video app fails while using it on an IPv6 network. And so, it would be advisable to disable the said networking protocol.

Follow these steps to disable IPv6 on your Shield TV:

1. Open the Settings tab on your device

Shield TV Network and Internet

2. Navigate to the Network and Internet option.

Shield TV IPv6 toggle

3. Here you can choose to enable or disable IPv6. Ensure to Disable it. 

Try reloading the prime video app again. 

Check DNS Settings

Sometimes your device may fail to connect to the internet because of your DNS setting.

If you are able to connect with other devices to the internet but not your Shield TV, try updating the device’s DNS settings and try connecting again. 

Here's how to do so:

1. Open the Settings tab of your Shield TV.

2. Navigate to the Network and Internet option.

3. Open the WiFi network to which you're connected.

4. Select IP settings.

Shield TV IP settings tile

5. Now, choose the right IP acquisition protocol according to your ISP: Static or DHCP

Shield TV IP settings

6. Ensure the IP address and DNS fields have the right values.

7. Exit out of the Settings tab and restart the Shield TV.

Update the Prime Video App

Update the Prime Video App

It is necessary that you keep your Prime video app up-to-date.

Newer versions of the app bring new features as well as bug fixes. Software updates also resolve any glitches from the previous versions. 

The latest app versions also may add new device support and help enhance the experience. 

We suggest you try loading the prime video app after updating it to the latest version. You can update the Prime Video app by accessing the Play Store and opening the Prime Video app tab.

It is also worth your time to check and update the Shield TV while you're at it. Doing so will ward off several issues like the Shield TV controller not working. Go to Settings> Device Preferences> About> System Upgrade to check and update your Shield TV.

Shield TV Check for Upgrade

Check HDMI Cable

Shield TV HDMI

Next, check whether your HDMI cable is working properly.

Ensure that the TV to which you've connected the Shield TV is properly connected using a genuine HDMI cable.

Check the HDMI cable for any wear and tear. If so we suggest you try connecting using a different cable.

It is important that your cable has no broken leads or bents. This is so that your cable could relay the connection properly. Failing to do so can cause the Shield TV to not turn ON.

It is necessary that you use an HDMI cable that is compatible with HDCP 1.4 for streaming HD content and HDCP 2.2 for streaming ultra HD or HDR content.

We suggest you clean both the cable as well as the connection port to the external display to improve signal quality.

Power Cycle the Nvidia Shield

Shield TV Unplugged

Power cycle simply alludes to an alternative way to restart your device.

Power cycling your Nvidia Shield will help it reload its firmware, refresh its connection and help it get rid of any bugs or glitches. 

To power cycle your Nvidia Shield, follow these steps:

1. Unplug the power cable from the Shield TV and leave it idle for a few seconds.

2. Then, plug the cable back in.

3. Turn ON the device after a minute or so after connecting the cable.

Now try reloading the Prime Video app.

You could also restart your Shield TV through the system UI. Go to Settings> Restart to initiate a soft restart.

Factory Reset the Nvidia Shield

If none of the above steps work, you could try resetting your Nvidia Shield.

Note that resetting your Shield will erase all its saved data and restore its settings to default. And so make sure you note down your personalized settings before you perform a factory reset. 

To perform a factory reset, follow these steps:

1. Open ‘Settings’ from the Home screen

Shield TV Device Preferences

2. Then, choose ‘Device Preferences

3. Click on the ‘Reset’ option

Shield TV Erase Everything

4. Select Erase everything option to perform the factory reset

After your shield is reset, set up the device and try loading the Prime Video app.

Factory Resetting the Shield TV happens to also be an effective fix for the Shield TV stuck on the Android logo issue.

Contact Nvidia or Amazon support

Nvidia has an excellent support forum where you could find answers to a number of your queries.

You could try searching the Nvidia support forum or the Amazon support forum if none of the above steps work.

The forums provide a variety of views on how different users solved the issue. 

Ultimately, you could try contacting customer care directly. We are sure that they will be able to provide more technical insight on how to resolve this issue.

Final Thoughts

Amazon Prime Video, which happens to be one of the best apps for the Shield TV, isn't known to be in any way erroneous compared to most other streaming apps of its ilk.

With features like AI upscaling (one of the coolest features on Shield TV), the Shield TV has gained the reputation of a top-tier streaming device.

But there are no escaping issues, such as the one at hand, on even the best of devices.

Fortunately, both Nvidia and Amazon constantly push out updates to fix bugs and glitches, so we are sure that this problem should get ironed out in no time. 

You could always go through the support forums or even contact customer care to know the other different ways that may solve the loading problem.

Happy searching!

Frequently Asked Questions (FAQ)

Does Nvidia Shield run on Android?

Yes, the Nvidia shield does run on android. It even has google assistant and 4K Chromecast functionality built in. 

Does Nvidia Shield support Widevine L1 certification?

Yes, the Nvidia shield does support Widevine L1 certification. You could check whether your android device supports it by downloading the DRM info app from the play store.

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About Doug Stevenson

Hey! I'm Doug, My passion for tech started by fixing phones and computers for my friends and family.

I started Blinqblinq to give reliable tech advice to anyone who needs it, for free! If you have questions on anything tech-related, feel free to contact me.

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Doug Stevenson

Hey! I'm Doug, My passion for tech started by fixing phones and computers for my friends and family.

I started Blinqblinq to give reliable tech advice to anyone who needs it, for free! If you have questions on anything tech-related, feel free to contact me.

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