Amazon Prime Video Sound Issues: How I Solved It In Minutes

Amazon Prime Video Sound Issues: How I Solved It In Minutes

I came across a unique situation last week. The sound on my Sony TV and all the apps on it was working perfectly fine, except Amazon Prime Video. 

Whenever I started streaming a video or a trailer, it was only the video that played. There was no sound for any of the streams. 

Thinking it might be a one-of-a-kind thing, I closed the app, turned off the TV, and restarted the TV and the app. However, the sound issues continued on Amazon Prime Video. 

Since the sound was working fine on all other apps, I was sure something was wrong with this particular app. So, I sat to troubleshoot the issue. 

Initially, I tried to play around with the audio settings in the Prime Video app. But when that didn’t help, I went looking for a solution in the TV’s app settings. 

And after a handful of clicks, I was able to get sound back on my Amazon Prime Video. 

To resolve the sound issues on Amazon Prime Video, clear the app cache and restart the app. To clear the app cache on your smart TV, go to Settings → Apps, then select Amazon Prime Video and click on Clear Cache. 

How to Resolve the Common Sound Issues on Amazon Prime Video

The sound issues on Amazon Prime Video occur either due to bugs in the app, outdated device software, or technical issues with the specific content you are watching. 

Based on the type of audio problems you are experiencing on Amazon Prime Video, you can apply the relevant fixes. 

Amazon Prime Video Sound IssuesWhy it HappensHow to Fix
No sound or low volumeIncorrect volume settingsUnmute and turn up the volume on your device and Prime Video app
Damaged HDMI or Audio cablesFirmly reconnect all the cables. Replace them if necessary.
Audio discrepancy Audio tracks not workingClear the app cache and update the app
Audio-Video out of syncBufferingPause the video and resume playback after a couple of minutes
Surround sound not workingWrong device audio settingsChange the audio format on your TV
Distorted or poor audio qualitySlow network connectionRestart your router or connect to a different network

Before trying any other solutions, make sure your device is not on mute and you have the volume turned up to a satisfactory level. 

If the volume levels are correct, restart the app and the device once to see if it resolves the sound issues on Amazon Prime Video.

If you are using external speakers, make sure they are connected properly to your device.

Finally, make sure your internet connection is stable. If you are experiencing problems with the internet, wait for them to get resolved before using Prime Video again. 

If you still experience sound issues on Prime Video after this basic troubleshooting, you will need to clear the app cache, update the app, or change the audio settings on your device. 

Clear App Cache of Amazon Prime Video

App cache refers to temporary data that is stored by an application on a device. It includes various files such as images, videos, configuration settings, user preferences, and other data that the app uses to function efficiently and provide a better user experience. 

When you clear the app cache, you are essentially deleting these temporary files.

Clearing the app cache eliminates potentially corrupted or outdated cache data which leads to audio conflicts in Amazon Prime Video.

Based on the type of device you are using Prime Video on, you can follow the relevant steps to remove the app cache.

Clear app cache on smart TV

  1. Press Home on your TV remote.
  2. Navigate to Settings.
  3. Scroll down to Apps.
  4. Select the Prime Video app.
  5. Click on Clear Cache and Data.
  6. Select Clear Cache.
  7. Confirm the action when prompted.

Clear app cache from Roku

The best way to clear the app cache on Roku is to remove the app from your Roku device and reinstall it.

  • Press Home on your Roku remote.
  • Navigate to Prime Video.
  • Press the * button on your remote.
  • In the options menu, click on Remove channel.
  • Go back to the Roku home screen.
  • Open the Roku Channel Store.
  • Search for Prime Video.
  • Reinstall the app by selecting Add channel.

Clear app cache on Fire TV Stick

  • Press Home on the Fire Stick remote.
  • Navigate to Settings.
  • Select Applications.
  • Go to Manage Installed Applications.
  • Select Prime Video from the list of apps.
  • Click on Clear Cache.
  • Confirm the action when prompted.

Clear app cache on iOS devices

  • Open Settings on your iOS device.
  • Click on General.
  • Select iPhone Storage.
  • Scroll down and click on the Prime Video app.
  • Tap on the Offload App option.
  • Confirm the action when prompted.

Clear app cache on Android devices

  • Open Settings on your Android device.
  • Scroll down and click on Apps.
  • Select Manage Apps.
  • Find the Prime Video app.
  • Click on Clear Data.
  • Click on Clear Cache.
  • Confirm the action when prompted.

Update Amazon Prime Video to the Latest Version

App updates often come with bug fixes, compatibility improvements, code optimizations, audio codec improvements, and other backend changes. 

Updating your app to the latest version helps improve its performance and resolve any audio and video issues.

Update the app on smart TV

  1. Press Home on your TV remote.
  2. Open the app store available on your TV.
  3. Search for the Prime Video app.
  4. Select the app.
  5. If an update is available, you will see the Update option on the screen.
  6. Click on Update.
  7. Once done, click on Open to restart the app.

Update the app on a Roku device

  • Press Home on your Roku remote.
  • Scroll to the Prime Video app.
  • Press * on your remote to open the options.
  • Click on Check for Updates.
  • If available, follow the on-screen instructions to update the app.

Update the app on Fire TV Stick

  • Press Home on your Fire Stick remote.
  • Navigate to the Appstore.
  • Search for the Prime Video app and hover over it.
  • Click on the Options (three horizontal lines) button on the remote.
  • Select More info
  • Select Update.

Update the app on iOS devices

  1. Open the App Store on your iOS device.
  2. Click on the Updates tab.
  3. Select Prime Video from the list of available updates.

Note: If you don’t see Prime Video in the list, your app is up-to-date.

  1. Tap the Update button next to the app.
  2. If prompted, enter your Apple ID to start the update.

Update the app on Android devices

  • Open Google Play Store on your Android device.
  • Click on your profile picture in the top-right corner.
  • Tap on Manage Apps and Devices.
  • In the Updates Available section, scroll down to find the Prime Video app.
  • Select it, and then click on the Update button.

Once you update the Prime Video app on your device, restart the app and check to see if the sound issues are resolved.

Change Audio Format on Your Smart TV

Most smart TVs are equipped with multiple audio formats like Dolby Digital, PCM, and others. By default, the smart TV settings are set to select the correct audio format automatically based on the input stream. 

However, sometimes, streaming apps like Prime Video are not able to communicate the audio format correctly. In such cases, the sound coming from your smart TV can be distorted. 

To solve this, you need to change the audio format on your smart TV.

  1. Press Home on your smart TV remote.
  2. Navigate to Settings.
  3. Select Device Preferences.
  4. Click on Sound.
  5. Click on Audio Format.
  6. Change the selection to Manual.

Now, you will be able to select the audio format each time you stream Prime Video. 

If you encounter distorted or out-of-sync audio in Prime Video, you can switch the audio formats to check which one works the best for you. 

In case you still face sound issues on the Amazon Prime Video app, you can contact Prime Video Support for additional assistance.

Not Able to Hear Dialogues on Prime Video? Try Dialogue Boost

While the other Amazon Prime Video sound issues can be resolved with troubleshooting, one thing that bugs me the most is the inaudible dialogue.

How often does it happen that the background music rises so high that you cannot hear the dialogues that are being spoken? At such times, you have to rely on subtitles to make sense of the scene. 

That’s how I was forced to enjoy my favorite movies and shows on Prime Video for so long. 

Luckily though, there’s finally a fix for that too. 

Amazon Prime Video’s latest feature Dialogue Boost allows us to select the dialogue volume levels as per our needs. 

To boost dialogues on Amazon Prime Video, you need to open the Audio and Subtitle options during playback and select the audio tracks labeled Dialogue Boost: Medium or Dialogue Boost: High

And just like that, you can hear crystal clear dialogues on all your favorite movies and shows on Amazon Prime Video.

Frequently Asked Questions

What devices can I use to watch Amazon Prime Video?

Amazon Prime Video is accessible on various devices, including smart TVs, streaming devices (such as Roku and Fire TV Stick), smartphones, tablets, gaming consoles, and web browsers. It is compatible with both iOS and Android platforms.

Can I download content from Amazon Prime Video for offline viewing?

Yes, Amazon Prime Video allows you to download select movies and TV shows for offline viewing. This feature is available on mobile devices (smartphones and tablets) and Amazon Fire tablets. Though, some content may not be available for download due to licensing restrictions.

How can I cancel my Amazon Prime Video subscription?

If you wish to cancel your Amazon Prime Video subscription, you will need to manage your Amazon Prime membership settings. Visit the Amazon website or app, go to Account & Lists, select Your Prime Membership, and follow the instructions to cancel your membership or modify your subscription settings.

About the author

Maria Chan, or MC, as we call her, is the genius girl-boss who gave up on her cushy silicon-valley job to grind it out with us. Her undying pursuit of wanting Zeebox to the best makes it very clear that she has no interest in running a generic tech-site.

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