Skip to main content
Help & Customer Service

# Basic Troubleshooting for Fire TV

Try these common solutions to resolve issues like a blank screen, app errors, and problems with your display or audio.

#### Video: Troubleshooting

## Amazon Fire TV Device is Frozen, Blank, or Won't Power On?

If your device freezes or turns off on its own, won't start up, won't power on, or won't display on your TV, go to Fire TV is Frozen Blank or Won’t Power On.

## Restart Your Device

Disconnect the power cord from the back of the device or from the power outlet, 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 five seconds. Or, select Settings > Device > Restart from the Fire TV menu.

## Can't Purchase Content?

If you're having trouble purchasing content from Amazon, here are some common solutions:

1. Make sure that your device is connected to the internet. To check your connection, select Settings > Network from the Fire TV menu.
2. Confirm that your 1-Click payment method is set up correctly. To learn more, go to Change Your 1-Click Settings.

## Forgot your PIN?

If you're having trouble with your PIN for parental controls and viewing restrictions, reset it from Account & Settings on the Prime Video website.

Open Parental Controls from the top menu. Select Change and enter your 5-digit PIN, then select Save.

## Issues with a Specific App?

If you're having trouble downloading, installing, or using a third-party app, try these steps:

1. Select Settings > Applications > Manage Installed Applications from the Fire TV menu.
2. Select the application you're having trouble with. You can then:
   - Clear the cache and/or data, which often resolves intermittent performance issues.

     Clearing data doesn't delete the app itself but can delete saved information (like account details or game scores).

   - Change available settings for the app.

   - Force stop the app.

   - Uninstall the app.

   Tip: You can reinstall the app from Your Apps & Channels.

## Audio Issues?

If you're having trouble with audio or you're seeing video with no sound, try these steps:

1. Make sure the audio on your TV isn't muted.
2. If your Fire TV device is connected to an A/V receiver, make sure the receiver is on.
3. Select Settings > Display & Sounds > Audio from the Fire TV menu, and make sure Dolby Digital Plus is set to OFF.

Was this information helpful?

Yes No

Thank you for your feedback.

Please select what best describes the information:

This information is confusing or wrong
This isn't the information I was looking for
I don't like this policy
Submit

Thanks! While we're unable to respond directly to your feedback, we'll use this information to improve our online Help.

Go