Very Slow Amazon Prime Video.

[joraine25]

I have a Sony Bravia KDL-43WE753, and recently when on Amazon Prime Video and scrolling through the Home Menu Screen the lag has become quite unbearable, about 15 seconds for each press of the button when scrolling up, down, left or right.  This only happens on the Home Menu. If I was to click on a TV series for instance, when the episodes come up on the screen there is no lag at all when scrolling through them. Just on the Home Menu.  I have done a reset, reboot, all to no avail.

I'm wondering if anybody else has come up against this problem, or maybe offer some solution.  Any thoughts/help would be appreciated.

[Sean_Mc]

Hi there,

Welcome to the Sony Community.

Can you try resetting your TV, which should resolve the issue. You can see more details on how to perform this here.

Let me know how you get on?

Best wishes,

Sean 

[joraine25]

Thank you for your reply, I have already tried a factory reset and power reset, but have done it one more time just to be sure, but there is still no difference. I still have the 10 - 15 second lag when trying to scroll through the menu.

[Win_88]

Hi joraine25

I'd suggest refreshing the app by going to Settings > System Settings > Set-up > Network > Refresh Internet Content and then keep the TV unplugged for a while before trying again.

BTW, do you have any external devices connected to the TV? Does disconnecting them impact the performance?

Win_88

[joraine94]

Thank you for your suggestion.  I did try this but unfortunately it made no difference. I also disconnected other units, just to see, but again no change.  I have googled this problem and I'm a little surprised that I can see nobody else with the exact same problem. It just seems to be me.  Although a number of people have mentioned that in general there are stabilty issues with Sony TV's and the Amazon Prime Video app.

Anyhow, since I subscribe to Amazon Prime I want to watch it, so I've purchased the Amazon Firestick, which works perfectly. It just means more cable and another plug socket used up.  😞

But thank you again for taking the time and trouble to contact me about this. It is appreciated.

[Des1234]

Hi Jorainne,

Did you solve your problem? I have exactly the same on a Sony kdl-40we663.

Thanks,

Des

[joraine94]

Hi Des,

I'm sorry but I can't help you.  I've not been able to solve this problem.  As I say, I used a Firestick to view amazon prime, although the signal strength was not very good.  That was probably down to the location of my router. So I now have got my TV connected to my PS4 which has Amazon Prime installed on it and works perfectly.

I am not in anyway technically minded but I wonder if the problem has to do with the cache filling up, and that is what is causing the menu page to slow down, as it worked fine when I first had the TV.  I know a number of post can be found on youtube explaining how to delete it. The only problem is, I think I have wrongly diagnosed my TV to be Android. I don't think it is, as I can't add apps to it, I can only use what is already installed.  And for deleting the cache I think it has to be  an Android TV to do this. I may be wrong so this might be something to look at.

Sorry I can't be of more help.

[StuartBale]

I have the same problem. I also sometimes get a message saying that the app is too large. Guessing this is the result of Amazon Prime being made too large for the physical memory built in to the tv. Very poor but at least the films tend to play okay once you get started. 
as a work around I browse the films on my laptop and then start the one I want for a few seconds. Then I switch to my tv and I only have to go to the continue watching section....

[Steveofwem]

Did anyone get a solution...have spent 45 mins on the phone to be asked to switch off the tv and try again in 30 mins...still no better

[Tonycv51]

It's hard to tell from the limited info on here but things to try are :-

Android TV:-

- try adding a USB stick and set as extra memory for the app

- delete the app cache, and/or delete the app and re install it

- use tips from Internet on improving Sony Android TV performance such as limit background processes

Any TV

- the app may appear slow if your wifi connection is slow or intermittent as it will be trying to talk to Amazon for images and dynamic menus and content etc. as you navigate the menus. Ideally connect the TV wired.  Note your phone and other devices could be OK in the same room due to the position of devices, interference etc.