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Customer Discussions > Amazon Instant Video forum

Having problems with vod

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Showing 1-25 of 56 posts in this discussion
Initial post: Aug 19, 2012 5:25:40 PM PDT
Rainydays says:
So i purchased a season about an hour ago and i can watch an episode for about 25 secs till i get a playback error "sorry we were unable to stream this video. This likely because your flash player needs to be updated" well i have downloaded and installed the newest version of flash and have also tried Ie9/firefox/chrome and have had no luck anyone have an idea?

Posted on Aug 24, 2012 10:07:29 PM PDT
Same problem here. Sometimes it says this before playing any of the video. I am using Ubuntu 12.04 with latest Firefox and Adobe Flash plugin. I tried disabling all Firefox extensions and rebooting. Nothing helps. It doesn't work in Chrome either.

Posted on Aug 24, 2012 10:35:17 PM PDT
Last edited by the author on Aug 24, 2012 10:36:02 PM PDT
FIXED! It is a DRM problem with Adobe flash player. Adobe describes how to fix it here:


Hope this helps you out!

In reply to an earlier post on Aug 26, 2012 2:42:25 AM PDT
Now how can someone that has no IT training do this? Mine tells me that the player is taking longer to update. i have updated my flash player and i even contacted amazon and they tell me to do the same things i had already done.

Posted on Dec 25, 2012 8:31:51 AM PST
Todd Walsh says:
Has anyone figured this out yet? All of a sudden, mine started having problems last week. What the .... is going on GRRRR

In reply to an earlier post on Dec 29, 2012 3:35:23 PM PST
Maddie M says:
I just joined Amazon Prime and am having the same problem. I installed the latest Flash Player and deleted the faulty DRM per the instructions. Some instant videos play smoothly with no problem--others give me the "sorry we are unable to stream this video" error message with the link to upgrade my Flash Player. Weird that one season of a series will play flawlessly and other seasons of the same series will stutter and stop. These are not HD and I tested internet speed--same for all attempts. Grrr is right!

In reply to an earlier post on Dec 30, 2012 5:06:35 AM PST
Todd Walsh says:
I fixed it by installing and using chrome browserinstead of firefox or explorer

Posted on Dec 30, 2012 9:54:38 AM PST
CLM says:
I recently experienced the Amazon Instant Video playback error on a Windows Vista laptop using Internet Explorer 9. Previous to this, everything was working fine. I cannot pinpoint when the problem began to occur. Some things have changed in my environment recently, so I am thinking that this is the problem. For example, Adobe Flash Player 11.5 shipped on Nov. 6, 2012, and I downloaded this new version some time in the past few weeks. When I ran into the problem, I followed the Video Troubleshooting page ( on Amazon which directed me to the Adobe support site. I first removed the DRM module as suggested for an older version of flash player, but that did not solve the problem. I then uninstalled Flash Player completely and then did a clean install. This did not fix the problem either.

I did find that I was able to stream from Amazon using the Google Chrome browser, but the video playback stutters. I have seen this problem with Chrome on other sites as well. That is a separate issue; but, if you are "desperate" you could try using Chrome as a "workaround," but I do not consider it a "fix." Interestingly, it appears that Chrome integrates Flash Player directly into the browser. When I checked the Chrome plug-ins, it was using Adobe Flash Player 11.5.

Finally, I have another laptop running Windows XP SP 3 with Internet Explorer 8, and streaming Amazon Instant Video works fine in this configuration with Adobe Flash Player 11.5. So, it's not clear to me what is causing the problem with Windows Vista/IE 9. Perhaps its some specific interaction with Adobe Flash Player 11.5 in this configuration?

Here is a related thread: I think Amazon needs to step up to the plate here to solve this problem for their customers. It was their choice to use Adobe Flash Player for their service. If anyone hears or finds anything helpful, please post it to this thread! Thanks!

In reply to an earlier post on Jan 28, 2013 3:57:21 PM PST
quilterldy says:

Posted on Feb 10, 2013 4:18:57 PM PST
anjkoro says:
1. go into control panel and delete EVERY ADOBE PRODUCT.
2. go into My Computer in Documents & Settings, your userid/Application Data and delete the entire ADOBE folder - it gets left behind with any old junk it had before the deletions in step 1.
3. try to play an Amazon video - you get the prompt to install the the flash player plugin.
4. DO IT! You will have to close the browser (mine is Firefox)
5. start your browser again, and try to play the video - WORKS, RIGHT????

In reply to an earlier post on Feb 10, 2013 4:21:38 PM PST
Last edited by the author on Feb 10, 2013 4:23:28 PM PST
anjkoro says:
read my previous post - the other links to delete some CACHE directory is a waste of effort.

In reply to an earlier post on Feb 15, 2013 8:33:43 PM PST
UncleDanDan says:
Sorry anjkoro but your suggestion doesn't work for me. I uninstalled all adobe products and deleted every adobe directory on my computer. As you said, Amazon asked to install flash player. It installed successfully. I attempted to play a video in firefox and flash player immediately crashed when I tried to play an amazon video. Every other flash site works perfectly on the computer. I have been trying to resolve this for weeks and even reinstalled the OS thinking that there was a low-level problem. Everything worked fine for many months without issue, but sometime in Dec or Jan it stopped working and will not work at all.

Posted on Feb 16, 2013 9:28:28 AM PST
Last edited by the author on Feb 16, 2013 9:33:53 AM PST
CLM says:
I posted earlier in this thread (Dec 30, 2012 9:54:38 AM PST), and I have an update that could be helpful to folks who have had trouble using Adobe Flash Player in combination with Internet Explorer for streaming on Amazon Instant Video. Adobe just released a new version of Flash Player (Version 11.6.602.168). Before I downloaded it, I made sure that I was still had the same problem that I had previously (I did). I then downloaded the latest version of Flash Player, and tried it again, and it worked! So, at least for my combination of components (Windows Vista, IE 9, and Flash Player 11.6) it seems that I can stream from Amazon Instant Video again. I hope others see the same results! (BTW, I have several other Adobe products installed on my PC, and I did not uninstall or update any of them. I always thought Flash Player was the problem.)

Posted on Feb 16, 2013 10:56:27 AM PST
Mike Hughes says:
I have the same problem on my laptop when trying to stream videos. The first time I deleted the nativecache folder as directed fixed the problem but the next day the update flash player error came back and now deleteing that folder no longer fixes it. What's the point of having Prime if you can't stream video? Very frustrating.

Posted on Feb 17, 2013 6:41:18 PM PST
UncleDanDan says:
Just wanted to update everyone. I was able to isolate the problem to the intel graphics drivers. If I remove the full intel graphics driver and just use the generic driver then it works fine. I uninstalled and reinstalled them twice just to be sure. There appears to be some sort of conflict between the intel and adobe software.

Posted on Feb 18, 2013 4:08:09 PM PST
Michael says:
Amazon Instant Video appears to have been bricked by an Adobe Flash Player 11.6 update across browsers/OS's. The only version I've gotten to work is OS X 10.6.8/Firefox [most recent].

Posted on Feb 19, 2013 11:20:46 AM PST
[Deleted by the author on Feb 19, 2013 11:22:09 AM PST]

Posted on Feb 19, 2013 11:22:14 AM PST
Victor P. says:
Having same problems
using Win 7, Firefox 19.0, Flash 11.6.602.168
Tried the DRM fix listed above,
Tried uninstalling Firefox and Flash, restarting Win 7, reinstalling Firefox and Flash
Tried reinstalling display and my NVidia drivers.
Still getting "Sorry we were unable to stream this video" message.

Also having problems on Chrome.
Some troubleshooting threads suggest to go to chrome://plugins and disable the chrome flash player.
When i disable the chrome flash player and try to play an amazon instant video, I get the "Sorry we were unable to stream this video" message.
When i disable the system flash player and try to play an amazon instant video, the video plays but 'stutters.' The audio is fine, but the video alternately pauses and plays for a second or two over and over again.

AIV works just fine on my iPad.

Seems like a flash problem.

I agree with CLM -
"I think Amazon needs to step up to the plate here to solve this problem for their customers. It was their choice to use Adobe Flash Player for their service. If anyone hears or finds anything helpful, please post it to this thread! Thanks!"

Posted on Feb 19, 2013 7:29:07 PM PST
UncleDanDan says:
My system is still playing amazon instant videos fine when I have the generic video driver, but this isn't going to work because I cannot put my laptop to sleep with the generic drivers. I'll have to install the drivers and give up Amazon's services and go with a competitor. Too bad... No other software has an issue with my computer so the issue is isolated to Adobe Flash and it's interaction with Amazon video. I agree with the prior posters in that Amazon should be the one supporting this issue. Adobe may be the root of the problem, but it's Amazon who's business is riding on it. However, I wouldn't hold my breath waiting for Amazon to support it. Do an internet search and you will find similar complaints from back in 2010. (3 years ago!) I'm sure that they figure that if 90%-95% of people aren't having problems then that is good enough for them to make plenty of money and it would cost them more to support the last 5%-10% than they would make in sales to those buyers. I also wouldn't really expect Amazon to try to support Flash which is a dying format anyhow. Hopefully they are quietly pouring their energy into an HTML5 version of their a new video streaming service and will do away with Adobe altogether. This should be compatible with any modern browser and not depend on a "middle man" to deliver their video content. This is my $0.02.

Posted on Mar 6, 2013 3:08:52 AM PST
Kurt Schwind says:
OSX 10.8.2 with the latest version of Adobe. First VOD stopped working in Chrome, so I switched to Safari. That worked for a few days. Now Safari and Chrome both say that they need the 'latest' version of Adobe Flash to continue. I guess I'll try Firefox next. I don't have trouble with Flash on any other websites.

Posted on Mar 8, 2013 6:53:06 PM PST
Ben.K says:
ok, so just cancel amazon prime seems to be the solution then. thx guys, u saved me money.

Posted on Mar 9, 2013 5:44:19 AM PST
m says:
A little help here from Amazon would be nice. Prior to today i could watch vod fine, today no love, and no help fixing it either! What gives Amazon?

In reply to an earlier post on Mar 9, 2013 7:28:03 AM PST
Victor P. says:
Thank you for the suggestion, in my case this didn't work.

In reply to an earlier post on Mar 9, 2013 7:29:12 AM PST
Victor P. says:
Thank you for the suggestion, I tried this but it even after completing the steps I still get the "Sorry we were unable to stream this video."

Posted on Mar 12, 2013 6:19:37 PM PDT
I am aving this same issue after installing the latest adobe flash player. Any help from amazon on this?
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Participants:  37
Total posts:  56
Initial post:  Aug 19, 2012
Latest post:  Dec 5, 2015

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