Error code 5004 on Amazon Prime Video typically means there’s a problem with your internet connection or device compatibility that’s preventing videos from playing properly. This frustrating error can pop up right when you’re settling in for movie night, but don’t worry – most fixes take just a few minutes.
Step-by-Step Fixes
Step 1: Restart Your Device (30 seconds)
Turn off your streaming device completely. This means unplugging your Fire TV Stick, Roku, or smart TV from power for 10 seconds. For phones and tablets, hold the power button and select restart. This simple action clears temporary files and refreshes your connection to Prime Video servers.
Step 2: Check Your Internet Speed (2 minutes)
Prime Video needs at least 3 Mbps for SD quality and 5 Mbps for HD streaming. Visit fast.com on any device connected to your network. If speeds are below these thresholds, try moving closer to your router or disconnecting other devices. Restart your modem by unplugging it for 30 seconds if speeds seem unusually slow.
Step 3: Clear Prime Video App Data (3 minutes)
The exact steps vary by device:
- Fire TV: Settings > Applications > Manage Installed Applications > Prime Video > Clear data
- Android: Settings > Apps > Prime Video > Storage > Clear data
- iOS: Delete and reinstall the Prime Video app
- Smart TVs: Check your TV’s app settings menu for a clear cache option
Step 4: Update Your Prime Video App (5 minutes)
Outdated apps often trigger error 5004. Check your device’s app store for updates:
- Fire TV/Android: Open app store and search for Prime Video
- iOS: App Store > Profile icon > scroll to pending updates
- Smart TVs: Navigate to your TV’s app store or system updates section
Step 5: Sign Out and Back Into Prime Video (2 minutes)
Sometimes your account session gets corrupted. Sign out completely from Prime Video, then sign back in with your Amazon credentials. On most devices, you’ll find this option in Settings > My Account > Sign Out.
Step 6: Check Your VPN or Proxy Settings (3 minutes)
Prime Video blocks most VPNs and proxy servers in 2025. If you’re using one, disable it temporarily. Go to your device’s network settings and turn off any VPN connections. For browser extensions, click the VPN icon and select disconnect.
Likely Causes
Cause #1: Network Connectivity Issues
Your internet connection might be unstable or too slow for streaming. This is the most common trigger for error code 5004 on Prime Video.
How to check: Run a speed test and try loading other streaming services. If everything is slow, the problem is your internet connection.
What to do: Reset your router, check for service outages with your ISP, or try connecting via ethernet cable instead of WiFi for more stable streaming.
Cause #2: Corrupted App Cache
The Prime Video app stores temporary files that can become corrupted over time, especially if you’ve been binge-watching or the app crashed previously.
How to check: If the error appears immediately when opening Prime Video but other apps work fine, cache corruption is likely.
What to do: Clear the app cache and data as described in Step 3. This won’t delete your watchlist or account info – that’s stored on Amazon’s servers.
Cause #3: Regional Restrictions or Account Issues
Sometimes error 5004 appears when there’s a mismatch between your account region and your current location, or if there’s a billing issue with your Prime membership.
How to check: Log into your Amazon account on a computer and verify your Prime membership is active. Check if you can play videos on the website.
What to do: Ensure your payment method is current and your Prime subscription hasn’t lapsed. If traveling, some content may be region-locked.
When to Call Expert Help
Contact Amazon support directly when these situations arise:
- Error 5004 persists after trying all steps above
- The error appears on multiple devices in your home
- You see the error only on specific shows or movies
- Your Prime membership shows as active but nothing will play
Amazon’s technical support team has access to your account logs and can identify server-side issues. They’re available 24/7 through the Amazon website or by calling 1-888-280-4331. Have your account email and the specific device model ready when you call.
Copy-Paste Prompt for AI Help
If you need more specific troubleshooting help, copy this prompt:
“I’m getting Prime Video error code 5004 on my [insert device type and model]. I’ve already tried [list what you’ve tried]. My internet speed is [insert speed] Mbps. The error happens when [describe when it occurs – opening app, selecting video, etc.]. What other fixes should I try for this specific device and situation?”
Remember that fixing error 5004 on Amazon Prime Video usually involves addressing network issues or app problems. Start with the simple restart, work through clearing data, and check your internet connection. Most users find success within the first three steps. The key is staying calm and methodical – your movie night isn’t ruined, just slightly delayed.