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Accessing Prime Video on DN372T

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8 REPLIES 8
First Timer

Hi,

 

I recently replaced the original TT box with DN372T.  One of the benefits being access to Amazon Prime TV from TT remote rather than TV remote as this would be easier for my wife.

 

I am able to connect to Prime, view trailers etc. but when I try to access subscription content  I get error message "Something went wrong" - no error code. 

 

First call was to Amazon, who confirmed the box was a registered device in my account -other TVs work fine.

 

I then spent 2 days on chat to TT support and after all this time they came to the conclusion that :

1) My broadband was working normally

2)  DNT372 supports Amazon Prime and therefore it's Amazon problem.

 

My guess is that there is an authentication issue between the 2 providers. No problem with Netflix and other players. Has anyone else experienced this?

 

RetiredEngineer
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Community Star

Hi @RetiredEngineer 

 

I have escalated this for OCE support for you and they will respond here.

IMPORTANT

Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Launch Profile Wizard,put your phone number in box, then scroll to the bottom of page and click save)


If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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First Timer

Hi @fre55die,

 

Thanks, I've updated as requested.

 

Regards

RetiredEngineer

 

RetiredEngineer
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Community Team
Solution

Hi

 

There could be an issue with the app on the box.  The only way to uninstall / reinstall the app is to reset the box.

 

Try a Youview Maintenance Reset (Option 2: Keep Recordings).

Please note any future scheduled recordings will be lost and will have to be rescheduled.

 

Set the box back up and this will download the software and apps again.

 

Give this a try and see if the app then works.

 

Thanks

 

Karl. 

 

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First Timer

Hi Karl,

 

Factory reset solved the Prime access problem but has introduced other issue.

 

DN372T now fails to record any programmes, will not play any recorded programmes which played previously and locks up every day requiring a restart.

 

I have replaced the DN372T box with my old DN370T box and am now able to record and replay and no longer have to restart box every day.  Why pay £50.00 for a box which doesn't work?

 

I have been in text communication with support but for over a week now but have given up with them. They cannot find my new box although I have given them both the TT order no. and invoice date. Despite telling them that the old box works, latest request is to test my phone line!!.

 

I reckon that there are only 2 possible solutions here:

 

  • Box is faulty
  • There is a bug in the latest DN372T firmware.

I have requested a new box, as each time I do a factory reset I have to re-enter all of my details for Prime, Netflix, ITV etc.

 

I would appreciate some assistance.

 

Regards

Retired Engineer

RetiredEngineer
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Community Star

@RetiredEngineer 

 

Have you tried a Maintenance Reset (option 2 to keep your recordings) https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347

 

Or a full factory reset FROM THE MAIN MENU : Settings > Factory reset, which I heard somewhere is different from the option in the maintenance settings, and re-formats the hard drive and reinstalls the O/S.

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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Community Team

Hi Retired Engineer

 

Give the reset a try as fre55die says, and if this fails then we can replace the box.

 

Thanks  

 

Karl. 

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First Timer

Hi @fre55die & @OCE_Karl 

 

I was reluctant to go through setting the box up yet again, but decided to have one last go.

 

Firstly, I tried the option to retain recordings, but still couldn't view them. On assumption that they were irretrievable (one unhappy wife), I then did a full reset. So far so good. Resetting isn't the problem, it's having to sign in again to all of the apps that is the real pain!

 

Thanks again for prompt response and stay safe.

 

RetiredEngineer  

RetiredEngineer
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Community Star

Hi @RetiredEngineer 

 

I'm pleased that it has worked for you. You

keep safe too, there are going to be a lot of overworked boxes in the immediate future I fear.

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.