Setup Amazon Fire TV and Troubleshooting

Setup Amazon Fire TV and Troubleshooting
IMAGE SOURCE: Amazon

1What you need to set up and start using your Amazon Fire TV

Amazon account

  • You need an Amazon account to access movies, TV shows, games, and apps on Amazon Fire TV.

Internet Connection (not included)

  • You can use a wired or wireless connection to buy, download, and stream content on Amazon Fire TV.

Compatible TV (not included)

  • Amazon Fire TV is compatible with high-definition and ultra high-definition TVs with HDMI.

HDMI cable (not included)

  • Use an HDMI cable to connect Amazon Fire TV to your compatible TV. Amazon Fire TV supports HDMI A Male to A Male cables.

Amazon Fire TV equipment 

  • Amazon Fire TV device
  • Amazon Fire TV Voice Remote (wireless, voice-enabled)
  • 2 AAA batteries
  • Power cord
  • Amazon Fire TV Gaming Edition equipment 
  • Amazon Fire TV device
  • Amazon Fire TV Game Controller (wireless, voice-enabled)
  • 2 AA batteries
  • Power cord

Set Up Amazon Fire TV Hardware

After you unpack your Amazon Fire TV, you need to connect it to your compatible TV and set up the remote.

Before you begin, find the 2 AAA batteries included with your Amazon Fire TV Voice Remote and your HDMI cable (not included). You’ll use the HDMI cable to connect Amazon Fire TV to your TV.

Plug one end of the HDMI cable into the HDMI port on your Amazon Fire TV device, and then plug the other end into an available HDMI port on your TV.

Note: If your TV has more than one HDMI port, remember the number of the port you used to connect to your Amazon Fire TV.

Plug one end of the included power cord into the back of your Amazon Fire TV, then plug the other end into a power outlet.

Turn on your TV and select the HDMI input channel for the port you used to connect your Amazon Fire TV.

Insert the 2 AAA batteries into your Amazon Fire TV Voice Remote:

Note: It can take a considerable amount of pressure to open the battery door.

  • Firmly press down the latch on the back of the remote, and push upwards.
  • Pull away the battery door.
  • Insert the batteries.
  • Replace the battery door.

After you insert the batteries, your Amazon Fire TV Voice Remote becomes “discoverable” and automatically pairs with your Amazon Fire TV. If your remote isn’t discovered, press the Home button for at least five seconds, and then release it.

Set Up a Wireless or Wired Connection

Amazon Fire TV supports wireless or wired Internet connections. Fire TV stick requires a wireless connection.Connect your Amazon Fire TV device to the Internet to access movies, TV shows, games, and apps.

Tip: 

  • For optimal wireless performance, do not place your Amazon Fire TV in an enclosed cabinet, as it impacts signal strength to the device, remote, and game controllers.
  • For Amazon Fire TV, if you are switching from a wired to a wireless connection, disconnect the Ethernet cable from your Amazon Fire TV device before switching to a wireless connection.
  • For Fire TV Stick, use the HDMI extender if your Fire TV Stick is blocked by an object that may impact signal strength to the device, remote, and game controllers.

Wireless Network Connection:

From the Home screen, select Settings > System > Wi-Fi. Your Amazon Fire TV device automatically detects nearby Wi-Fi networks that broadcast their network name. Some networks are open for everyone to join, while others require a password to connect.

Under Available Networks, select a wireless network and enter the network password (if required) using the onscreen keyboard.You can also use the keyboard in the Fire TV Remote App.

Note: If you don’t see your desired network, scroll down and select Join Other Network or Rescan.

After you connect to a wireless network, press the Home button to display the Homescreen.

Wired Network Connection (Amazon Fire TV only):

Connect one end of an Ethernet cable (not included) to the back of your Amazon Fire TV, and then connect the other end to your router.

From the Home screen, select Settings > System. Next to Network, you will see Wired.

After you connect to a wired network, press the Home button to display the Homescreen.

Connect Your Amazon Fire TV Device to a Public Wi-Fi Network

Connect to public Wi-Fi networks like hotels and schools that require a browser sign in.

If you are traveling or using a Wi-Fi connection that requires a web browser to sign in, you can still connect your Amazon Fire TV device.

From the Home screen, select Settings > System > Wi-Fi.

Under Available Networks, select the public Wi-Fi network. For networks that require a web page to log in, a browser window will pop up after several seconds.

Note: In the browser pop-up, you can only access the sign in page for the public Wi-Fi network.

Follow the onscreen instructions to use your Amazon remote to select input fields. Press the Menu button to enter cursor mode to select links or input fields. An onscreen keyboard will pop up for text fields.

Enter in the required information. This could be a pre-shared password, room number, or just a button to accept conditions for using the network. Contact the network owner for more information.

After your device connects to the network, the browser window closes automatically.

Note: Internet speeds will vary on public Wi-Fi networks and could impact performance for your Amazon Fire TV device.

Main Menu Basics

The Home screen includes the Main Menu, which allows you to access your account and device settings, along with movie, TV show, game, and app content libraries.

Press the Home button on your Amazon Fire TV remote to return to the Home screen and Main Menu options.

Main Menu option Description
Search Search for movies, TV shows, games, apps, music, and music videos (from Vevo). Use the remote to search for content titles using voice input or an onscreen keyboard.
Home Review content recommendations and recent activity.

Recent - Your recently viewed movies, TV shows, games, Amazon Drive photos/videos, or apps. To remove an item from Recent, navigate to item and then select Remove from Recent.

Featured Movies & TV or Apps & Games - Timely and relevant promotions featured by Amazon and other content providers. You cannot remove items from the Featuredlistings.

Other Movies, TV, Apps & Games – Automated listings that include Amazon’s newest (New Releases, Recently Added to Prime), best (Top Movies, Free Games), or recommended content (Recommended Movies, Recommended TV). You can only remove items from the Recommended Movies and TV listings.

Prime Video If you're an Amazon Prime member, you can browse Prime movies and TV shows at no additional cost.
Movies Rent, buy, and watch movies from the Amazon Video and some other installed video apps.

If you're an Amazon Prime member, you can quickly browse Prime movies to watch at no additional cost.

TV Buy and watch TV show episodes or seasons from Amazon Video and some other installed video apps.

If you're an Amazon Prime member, you can quickly browse Prime TV shows to watch at no additional cost.

Watchlist Access your Amazon Video Watchlist.

Your Watchlist is a list of movies and TV shows you want to buy, rent, or watch later. After you buy or rent a video, it's available to stream from your Video Library.

Video Library Your Video Library includes all your Amazon Video purchases and active rentals, but does not include the movies and TV shows you've watched through Prime Video.

Videos you've purchased are stored in the Cloud and available to stream to your device.

Note: Movies and TV shows from third-party apps (like Netflix and Hulu) are only accessible directly from those apps, not your Video Library.

FreeTime (only available on Amazon Fire TV) Set up and manage Amazon FreeTime profiles from your Amazon Fire TV.

Amazon FreeTime allows you to create up to four personalized profiles for your children to access videos, apps, and games you've selected for them.

Games Shop for, buy, and play games from the Amazon Appstore. Use your Amazon GameCircle profile to view and compare achievements, leaderboards, and time played in a game.

You can pair Amazon Fire TV or Bluetooth game controllers with your device.

Apps Shop for and buy games and apps from the Amazon Appstore.

Movies and TV shows available through third-party apps (like Netflix and Hulu) can be accessed directly through those apps in the Apps menu.

Music Browse and stream music from your Amazon music library, including songs you've purchased from the Digital Music Store or imported to your library.

If you're an eligible Prime member, you can listen to Prime Music you've added to your library. While listening to songs on your Amazon Fire TV device, X-Ray for Music displays the lyrics so you can follow along, if available.

Photos Access photos and personal videos from your Amazon Drive account. You can also start photo slideshows and set individual photos as screen savers.
Home Banner The banner that displays at the top of your Home screen features offers for digital content (including movies, TV shows, and apps), as well as physical products sold on Amazon.com.

Use your Fire TV remote to select the banner and open the item's detail page. From there you can review product information, availability, and purchase options.

Note: Physical products you order on your Amazon Fire TV or Fire TV Stick are shipped to the address and charged to the payment method you designate at checkout. If you need to view, change, or cancel a physical order placed on your Fire TV, or update your account information, go to Your Account on the Amazon website using your computer or compatible mobile device.

Settings View and manage your Amazon Fire TV device apps, controllers, parental controls, Internet connection, and more.

 

Settings Basics

Your Amazon Fire TV device is designed to make most configuration settings automatic, but you can use the Settings menu to further manage your apps, Internet connection, controllers, screen savers, and more.

From the Home screen, select Settings.

Tip: You can quickly access Settings by pressing and holding the Home button on your remote or the Fire TV Remote App.
Setting Description
Display & Sounds Set a screen saver, configure your display, check your TV specifications, and manage audio settings.

Video Resolution

On Amazon Fire TV (2nd Generation) devices, you can check to see whether your TV meets HDCP 2.2 system requirements to stream videos in 4K Ultra HD. For more information, go to Watching Videos in 4K Ultra HD on Fire TV.

Audio

View and manage Dolby Digital Audio output settings and personalize navigation sounds.

Second Screen Notifications

Second Screen gives you the option to connect your Fire TV to your Fire tablet or Fire phone, so you can watch Amazon Video or view your photos across both device screens. To learn more, go to Use Second Screen on Amazon Fire TV .

(FreeTime &) Parental Controls Parental Controls restrict purchasing, content types, and access to other features.

On Amazon Fire TV, enable or disable Amazon FreeTime, which allows you to create a personalized profile for your child to access videos, apps, and games you've selected. Amazon FreeTime is not available on Fire TV Stick.

Note: Parental Controls do not restrict content in third-party applications. Parental controls for third-party applications are determined by the app provider.

Controllers & Bluetooth Devices Add, unpair, or update remotes and Bluetooth game controllers. View paired remote apps and third party remotes.

Go to Fire TV Remote App Basics to learn how to pair and update the Fire TV Remote App.

Add and unpair supported Bluetooth accessories, such as headphones. Go to Connect a Bluetooth Accessory to Your Amazon Fire TV for more information.

Applications
  • Manage Amazon GameCircle, Appstore, and install application settings. 
  • Enable or disable GameCircle nickname sharing, Whispersync for Games, Appstore automatic updates, and in-app purchases.
  • force stop, clear data, clear cache, or uninstall downloaded applications.

Note: If you clear data, the app is not deleted; however, saved information (like game scores) may be lost.

System
  • Put your Amazon Fire TV device to sleep
  • Restart your device
  • View device information
  • Check your network status
  • Manage external storage (Amazon Fire TV only)
  • Change network or time zone settings
  • Disable app notifications (Quiet Time)
  • Check for software updates
  • Factory reset your device
Help Access help videos, quick tips, and Amazon customer service information.
My Account Register or deregister your Amazon Fire TV device with your Amazon account. You can also select Sync Amazon Content to make sure your latest content purchases are available on your device.

2QUICK FIXES

Check Your Network Status

Your Fire TV device features a network status tool that can help you diagnose problems with your Internet connection and learn about ways to fix them.

If your device is unable to connect to streaming services, an error message with an option to "check your network status" typically displays. Select this option to open the Settings screen, and then press the Play/Pause button on your remote to launch the network status tool.

Tip: You can also access the tool at any time by selecting Settings > System > Network from your device menu and pressing Play/Pause.

The tool then checks to make sure your device is connected to your selected Wi-Fi or wired network, and that the network itself has an active connection to the Internet. Any problems with your connection are described on-screen, with recommended resolution steps you can try.

Connection Status Recommendations
No Connection

Your device is not connected to Ethernet or Wi-Fi.

Please connect via Wi-Fi or wired Ethernet.

Log in to your network. Remember, your password is case sensitive and must be at least 8 characters long.

If you can't see your Wi-Fi network name, try moving your device closer to your router.

If you have other devices, verify that they can connect to your network.

Low or Poor Quality Wi-Fi Signal (Fire TV Stick)

Your device is connected to Wi-Fi, but the signal strength is low or poor quality.

Make sure your Fire TV Stick is connected to the included power supply.

Use the included HDMI extender to position your Fire TV Stick away from the back of your TV, which may be reducing Wi-Fi signal strength.

Try moving your Wi-Fi router closer to your Fire TV Stick.

Try changing your Wi-Fi channel to the recommended setting (if prompted**).

Low or Poor Quality Wi-Fi Signal (Amazon Fire TV)

Your device is connected to Wi-Fi, but the signal strength is low or poor quality.

Connect your Amazon Fire TV to your router with an Ethernet cable.

Try moving your Fire TV closer to your router.

To limit interference, move your Fire TV as far as possible from your TV or other electronics.

Try changing your Wi-Fi channel to the recommended setting (if prompted**).

Not Connected to the Internet

Your device is connected to the your local network, but the network itself isn't online.

Try restarting your modem and router.

If the connection remains down, please contact your Internet Service Provider (ISP).

Captive Portal Detected

The public-access network your device is connected to requires users to view a login or welcome page before access is granted.

Please log in when prompted and try again.

Note: The tool may advise switching your Wi-Fi channel to the recommended setting. Similar to radio stations, Wi-Fi channels operate on different frequencies that can be subject to noise or interference. Most routers default to the recommended channel upon restart. However, if you need help changing your Wi-Fi channel, your router manufacturer or Internet Service Provider (ISP) will be in the best position to help.

Can't Connect to Wi-Fi

If you can't connect to a Wi-Fi network from Amazon Fire TV device, check that your wireless connection is turned on.

Check this first:

Connect your Amazon Fire TV device to one of these network or router types:

  • Open, WEP, WPA-PSK, and WPA2-PSK encrypted networks
  • B, G, and N routers on 2.4Ghz
  • A and N routers on 5Ghz
  • Hidden networks

Enable wireless connectivity on your Amazon Fire TV device. From the Home screen, select Settings > System > Wi-Fi.

Make sure you know your network password (if required). If you see a lock icon, a network password is required. This password is not your Amazon account password.

Make sure your Internet connection is not down. Restart your router and modem to solve most Wi-Fi network issues.

Do not place your wireless router or Amazon Fire TV device in a cabinet, as it impacts your Wi-Fi signal strength.

Tip: You can also restart your Amazon Fire TV device with your remote. Press and hold the Selectbutton and the Play button at the same time until the Amazon Fire TV device restarts (about five seconds). Or go to Settings > System > Restart.

Video Issues on Your Amazon Fire TV Device

If you're having trouble watching movies and TV shows from Amazon Video or other streaming services, here are some common solutions that may help.

Check Your Network Status

Many streaming and video quality issues are caused by a problem with your Internet connection.

Amazon Fire TV devices feature a network status tool that can help you diagnose these types of issues and learn about ways to fix them.

You can access the tool at any time by selecting Settings > System > Network from your device menu. Then press Play/Pause on your remote.

Tip: If your device is unable to connect to streaming services, an error message with an option to "check your network status" typically displays. Select this option to open the Settings screen, and then press Play/Pause

The tool then checks to make sure your device is connected to your selected Wi-Fi or wired network, and that the network itself has an active connection to the Internet. Any problems with your connection are described on-screen, with recommended resolution steps you can try.

Check Your Settings

For issues with your display, audio, or picture quality, you can check and adjust your Display & Soundsoptions from the Settings menu.

Trouble Streaming Video in 4K Ultra HD on Amazon Fire TV (2nd Generation)?When you start or stop streaming in 4K Ultra HD, your TV screen may flicker or turn black briefly as the display resolution switches from HD to UHD. This should only happen until the resolution adjusts fully, which can take up to five seconds depending on your TV model.

If playback for a UHD title won't start, or if you see an on-screen notification about UHD, your Ultra HD TV and/or AV Receiver HDMI ports may not support HDCP 2.2. HDCP is an access control technology required by most content providers to play back protected digital content. For more information about HDCP, go to About Content Protection.

Fire TV devices automatically detect whether these requirements are met. But you can also check whether your TV supports HDCP 2.2 from the Display menu on your Fire TV:

  • Go to Settings > Display & Sounds > Display.
  • Open the Video Resolution section, which includes warning messaging if HDCP 2.2 is not detected for your Fire TV's HDMI connection.

If you see warning messaging, you can try another available HDMI port on your TV. The Video Resolution section automatically updates to show whether HDCP 2.2 is supported.

HDCP 2.2 may not be supported for all of the HDMI ports on your Ultra HD TV. Here is general guidance on which device ports typically support HDCP 2.2 for popular Ultra HD TV brands:

  • LG: Port 1 for most models
  • Samsung: All ports, or the MHL port. 
  • Sony: Port 1 and Port 2 for most models
  • VIZIO: Port 1, Port 2, and Port 5 for most models

Note:Support for 4K Ultra HD video is not available for Amazon Fire TV (1st Generation) and Fire TV Stick.

Clear Amazon Video Application Data

If you're having trouble watching movies and TV shows from Amazon Video or Prime Video, try clearing application data for the Amazon Video app.

Tip: Try this step if you’re seeing an on-screen error message, including "Error 13."
  • From the Home screen, select Settings.
  • Select Applications > Manage All Installed Applications > Amazon Video . 
  • Select Force Stop, and then select Clear Data.
  • When prompted to Delete App Data, select Clear Data again.

Clear Data for Other Video Apps

Clearing application data can also help resolve intermittent playback issues with other apps you use to stream movies and TV shows on your Amazon Fire TV or Fire TV Stick.

Important: Clearing application data doesn't delete the app itself. But for some apps (including Netflix), you may need to re-enter your account information after clearing app data.
  • From the Home screen, select Settings.
  • Select Applications > Manage All Installed Applications .
  • Select the application you're having trouble with.
  • Select Force Stop, and then select Clear Data.
  • When prompted to Delete App Data, select Clear Data again.
  • Restart your device. Disconnect the power cord, and then plug it back in.

Restart Your Device

If the steps above don't work, try restarting your device. Disconnect the power cord (from the back of the device or from the power outlet), and then plug it back in.

You can also use your remote to restart your device. Press and hold the Select and Play/Pause buttons at the same time, for about five seconds. Or, open Settings > System > Restart from the main menu.

Basic Troubleshooting for Amazon Fire TV Devices

Try these common solutions to resolve issues like a blank screen, app errors, or problems with media content (movies, TV shows, games, and apps).

Take Action:Restarting your device can resolve many issues—just disconnect the power cord (from the back of the device or from the power outlet), and then plug it back in. You can also use your remote to restart your device. Press and hold the Select and Play/Pause buttons at the same time, for about five seconds. Or, open Settings > System > Restart from the main menu.

Issue... Try this...
Video but no sound
  • Make sure the audio on your TV isn't muted.
  • If your Amazon Fire TV device is connected to an AV receiver, make sure the receiver is on.
  • From the Home screen, go to Settings > Display & Sounds > Dolby Digital Output and make sure Dolby Digital Plus is set to OFF.
  • Unplug and reconnect the HDMI cable connecting your Amazon Fire TV device to your TV. You may need to try a different HDMI cable. 
Blank Screen
  • Make sure your TV is on and set to the correct input channel. 
  • Unplug and reconnect the HDMI cable connecting your Amazon Fire TV device to your TV. You may need to try a different HDMI cable.
  • If your Amazon Fire TV device is connected to an AV receiver, make sure the receiver is on. 
  • Temporarily disconnect other devices connected to your TV's HDMI ports.
  • Try changing your TV to a different resolution (e.g. 1080p or 720p).
  • Press the Up and Rewind buttons on your Amazon Fire TV remote at the same time for 5 seconds. The indicator light on your device then blinks yellow as the system cycles through available output resolutions, pausing at each resolution for 10 seconds. If you see the correct resolution, select Use Current Resolution. 

Note: When you start or stop streaming a title in 4K Ultra HD on Amazon Fire TV (2nd Generation), your TV screen may flicker or turn black briefly as the display resolution switches from HD to UHD. For more information, go to Watching Videos in 4K Ultra HD on Fire TV.

Problems purchasing or accessing content
  • Make sure your Amazon Fire TV device is connected to the Internet. An Internet connection is required to buy, stream, and sync your content. To check your connection, select Settings > System > Wi-Fi from the main menu.
  • Verify that your 1-Click payment method is set up correctly. To learn more, go to Change Your 1-Click Settings.
Movies, photos, or purchased content not showing Make sure your Amazon Fire TV device is registered to your preferred Amazon account.

To verify your registration settings, go to the Home screen and select Settings > My Account.

If you need to switch to a different account, select the Deregister option. Then select Register and enter your account information.

Specific app issues
  1. From the Home screen, select Settings > Applications > Manage All Installed Applications.
  2. Select the application you're having trouble with. You can: 
    • Change settings
    • Move the app between internal and external storage (Amazon Fire TV only)
    • Clear data
    • Clear cache
    • Force stop
    • Uninstall the application

Note: Clearing data doesn't delete the app itself. However, it may delete saved information, like game scores or account details.

Forgot Amazon Video PIN
  1. Go to Amazon Video Settings.
  2. Under Your Amazon Video PIN , enter a 5-digit number to set up your PIN, or click View/Edit Your PIN to change your current PIN.
Can't Access External Storage Note: External storage options are not available for Fire TV Stick.

First, make sure you're using a supported storage device:

  • For Amazon Fire TV (1st Generation) you can use a compatible USB flash drive for external storage.
  • For Amazon Fire TV (2nd Generation) you can use a compatible microSD card for external storage.

To learn more, go to About External Storage for Amazon Fire TV.If your storage device is compatible, try safely removing and then re-attaching it to your Amazon Fire TV:

  1. Go to Settings > System , and select your storage device. 
  2. Select Eject. 
  3. Wait for the on-screen confirmation before safely removing the device. 
  4. Re-attach your storage device.

 


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