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Prime Video error 7031 is a playback error shown with the message “We’re experiencing a problem playing this video.” It does not identify one guaranteed cause: the failure can be limited to a title, browser, app, account session, network path or HDMI-protected TV setup. Start by closing and reopening Prime Video, then restart the device, verify automatic date and time, install updates, disable any VPN or proxy and test another title. If only one title fails, check it on another browser or device before changing hardware. The steps below follow Amazon’s recommended order and then cover account-stream limits, external displays and reinstallation.
What does Prime Video error 7031 mean?
Error 7031 is one of the playback codes in Prime Video’s general troubleshooting guidance. Amazon does not assign it a single technical diagnosis, so the code alone cannot prove that your broadband, browser, account, title availability or television is at fault.
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The usual symptom is the message “We’re experiencing a problem playing this video.” Treat the number as a signal to work through playback checks rather than as evidence of a specific failure. Your first useful distinction is whether every title fails or only one.
What should I check first?
A short comparison can point you to the least disruptive next test. These observations narrow the possibilities; none proves a root cause by itself.
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| What you observe | Best next check | Why it helps |
|---|---|---|
| Every Prime Video title fails in one app or browser | Close it, restart the device, verify time, update software and disable VPN or proxy | These are Amazon’s supported first-line playback checks |
| Only one title fails | Try another title, then another supported browser or device | A title-specific availability or playback problem is possible |
| Playback fails only on a TV using a separate streaming box, stick or console | Inspect the HDMI/HDCP chain | Protected HD and UHD/HDR playback have different HDCP requirements |
| The same title is already playing elsewhere on the account | Stop playback on another device and retry | Amazon permits the same title on no more than two devices at once |
| The problem follows your account to several devices | Complete the software and connectivity checks, then contact Prime Video support | A cross-device failure needs account-side or service investigation |
How do I fix error 7031 step by step?
Work through these steps in order. After each change, retry the same title so you know which action changed the result.
1. Close Prime Video and open it again
- In a browser, close the Prime Video tab or window completely. Reopen the browser and sign in again if prompted.
- On a phone, smart TV or streaming device, exit the Prime Video app rather than leaving it suspended in the background. Launch it again and retry.
- If the error remains, restart the computer, television or connected streaming device before moving on.
A fresh app or browser session clears a temporary playback state. Amazon staff have specifically recommended restarting the app or browser in discussions about 7031.
2. Power the device off for at least 60 seconds
Use the device’s normal power option, then disconnect power if the manufacturer’s instructions allow it. Leave it off for at least 60 seconds, reconnect it and start Prime Video. This longer power cycle is part of Amazon’s current playback guidance and is different from merely pressing a remote’s standby button.
3. Set the date and time automatically
An incorrect clock can interfere with authentication and prevent a streaming app from establishing a valid session.
- Open your operating system, television or streaming device settings.
- Find Date and time (the wording varies by device).
- Turn on automatic time and automatic time-zone selection where available.
- Save the setting, restart Prime Video and test the title again.
Do not manually offset the clock to work around the error; the device should obtain the correct time from its network or system service.
4. Install browser, device and app updates
Install every pending update for the software that participates in playback:
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- The operating system on your computer, phone, television or streaming device.
- The Prime Video app itself.
- Firmware updates offered for a smart TV or external streaming device.
Restart after updates that request it. An old browser or app can fail even when other websites or services continue to work.
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5. Disable a VPN or proxy temporarily
Turn off VPN software and any proxy configured in the browser, operating system or router, then retry Prime Video. Amazon’s instruction for playback errors including 7031 is: “Deactivate any VPN or proxy servers.”
This is a diagnostic step, not a recommendation to change your normal privacy setup permanently. If playback works only after the VPN is disabled, check that service’s settings or contact its provider rather than repeatedly reinstalling Prime Video.
6. Check the connection and reduce competing traffic
- Open another site or streaming service to see whether the connection is working at all.
- Pause large downloads, cloud synchronisation, game updates and other video streams while testing.
- Restart the router if the connection is unstable, then wait for it to reconnect fully.
- Restart the Prime Video device after the network is available.
A working connection elsewhere does not guarantee that every Prime Video session is healthy, but reducing other traffic makes the test clearer. If several devices lose internet access, resolve the local network problem before changing Prime Video settings.
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Amazon says the same title can be streamed on no more than two devices at the same time on one account. Stop that title on other televisions, browsers, phones or tablets, close their playback sessions and wait briefly for the sessions to end. Then start the title on the device showing 7031.
This limit concerns the same title, not simply the number of devices signed in. Other titles may continue to play while the duplicated title is blocked.
8. Test another title, browser and device
Play a different Prime Video title on the same device. If the second title works, test the original on another supported browser or device when practical. This separates a title-specific failure from a wider playback problem.
A forum report described the same Freevee content failing in Chrome while it worked in Firefox. That report is anecdotal, not a universal Chrome fix, but trying another updated browser is a useful diagnostic. Do not infer from one successful browser test that every Chrome installation or every 7031 error has the same cause.
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What if error 7031 affects only one title?
When other titles play normally, check availability before replacing equipment or resetting the app.
Confirm the exact version of the programme
Series can have multiple versions, seasons or listings. Search Prime Video again and make sure you selected the intended season and episode. Availability can change by country, licence and date. In one Amazon forum case, support identified which version a customer meant and said that version was no longer available; that example does not establish that every title-specific 7031 error means a title has been removed.
Try a different playback path
Use another updated browser or a supported device on the same account. If the title fails everywhere while other titles work, record the title name, season, episode and device details before contacting Prime Video support. If it works on one path but not another, keep using the working path while you update or reinstall the failing app or browser.
How do I troubleshoot a TV, HDMI or HDCP problem?
This branch applies only when a separate device connects to a television or monitor through HDMI. It is not relevant to a browser-only playback failure on a computer.
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- Confirm that the streaming stick, box, console or other player is firmly connected.
- Check the HDMI input selected on the television.
- If an AV receiver, switch or capture device sits between the player and display, test a direct connection to the TV when possible.
- Try another known-good HDMI port and, if necessary, another cable rated for the required signal.
Match HDCP to the content
Amazon specifies HDCP 1.4 for HD content and HDCP 2.2 for UHD or HDR content. The entire chain—player, cable, receiver or switch and display—must support the protection level required by the content. A cable purchase is not automatically the answer: verify the capability of every component and the resolution being requested first.
After changing the connection, power-cycle the external player and television, then retry. If standard HD works but UHD/HDR fails, the higher HDCP requirement is a useful clue to investigate.
Should I reinstall Prime Video or reset the device?
Reinstalling is appropriate when the app remains broken after restarts, time correction, updates, VPN checks and network testing. A factory reset should be the final software step, not an early reaction to 7031.
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Reinstall the app
- Open the device’s app settings or application manager.
- Choose Prime Video and select Uninstall or Remove.
- Restart the device.
- Install Prime Video again from the device’s official app store.
- Sign in, open the affected title and test playback.
Amazon recommends uninstalling and reinstalling when playback continues to fail in the app.
Understand the factory-reset warning
If every supported step fails, consult the device manufacturer’s reset instructions. Amazon warns that a factory reset removes account information and downloaded content from all apps on the connected device. Make sure you know your sign-in details and accept the loss of local downloads before proceeding. A reset can clear device corruption, but it will not restore a title that is no longer available or correct a service-side account issue.
When should I contact Prime Video support?
Contact Amazon support after you have recorded the results of the tests, especially if the same title fails on multiple updated devices or the account cannot play any title after the sequence above.
- Give the exact code, the full message and the title, season and episode.
- State whether other titles play.
- List the browser, app version, device model and operating-system version.
- Say whether a VPN or proxy was disabled and whether the date and time were automatic.
- For a TV setup, identify the external player, display and any receiver or HDMI switch in the chain.
- Tell support how many devices were playing the same title when the error appeared.
These details let support distinguish a title listing issue, account session problem, app fault and HDMI compatibility problem without repeating every basic check.
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What are the most useful diagnostic patterns?
All titles fail on one computer
Prioritise the browser or app restart, automatic date and time, updates, VPN or proxy check and network restart. Then test another browser to see whether the fault is isolated to one playback environment.
All titles fail on one television but work elsewhere
Restart the television and external player, update their software and inspect the HDMI/HDCP chain. If the external player is the only changed component, test a direct HDMI connection to separate display compatibility from account or title availability.
Only one title fails everywhere
Verify the exact listing and test another device or browser. Document the result for support rather than assuming that the television, router or account is defective.
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The title is playing on another device
Stop that playback first. The same title is limited to two simultaneous devices on the account, so a third attempt can produce a playback error while unrelated titles remain available.
Frequently asked questions
Can an Amazon service outage cause error 7031?
The code itself does not identify an outage, and the available guidance does not provide an incidence rate or outage diagnosis for 7031. If multiple devices and titles fail at the same time, note the pattern and check Amazon’s support channels for a service-side explanation before repeatedly resetting your equipment.
Will clearing browser cookies always fix 7031?
Clearing site data can sign you out and may remove local playback settings, but Amazon’s listed first steps emphasise restarting, correcting time, updating software, disabling VPN or proxy services and checking connectivity. Try another updated browser first so you can tell whether the original browser session is the problem.
Why does one browser work while another shows 7031?
Different browsers use different media components, settings and stored sessions. A successful test in another browser demonstrates a difference in playback environment, not a universal browser-specific fix; update both browsers and keep the working one as a temporary workaround.
Do I need a new HDMI cable for error 7031?
Only investigate a replacement when an external player is connected to a TV or display and the full HDMI chain does not meet the required HDCP level. Amazon specifies HDCP 1.4 for HD and HDCP 2.2 for UHD/HDR, but a new cable alone cannot correct an incompatible receiver, switch or display.
Frequently Asked Questions
Can an Amazon service outage cause error 7031?
The code itself does not identify an outage, and the available guidance does not provide an incidence rate or outage diagnosis for 7031. If multiple devices and titles fail at the same time, note the pattern and check Amazon’s support channels for a service-side explanation before repeatedly resetting your equipment.
Will clearing browser cookies always fix 7031?
Clearing site data can sign you out and may remove local playback settings, but Amazon’s listed first steps emphasise restarting, correcting time, updating software, disabling VPN or proxy services and checking connectivity. Try another updated browser first so you can tell whether the original browser session is the problem.
Why does one browser work while another shows 7031?
Different browsers use different media components, settings and stored sessions. A successful test in another browser demonstrates a difference in playback environment, not a universal browser-specific fix; update both browsers and keep the working one as a temporary workaround.
Do I need a new HDMI cable for error 7031?
Only investigate a replacement when an external player is connected to a TV or display and the full HDMI chain does not meet the required HDCP level. Amazon specifies HDCP 1.4 for HD and HDCP 2.2 for UHD/HDR, but a new cable alone cannot correct an incompatible receiver, switch or display.
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