The error code PLR_PRS_CALL_FAILED indicates a connection issue with Prime Video, often on a Fire TV device. To fix it, you should troubleshoot your network connection, restart your Fire TV and internet modem, then try clearing the cache and data for the Prime Video app.
Here are some ways that people have fixed the PLR_PRS_CALL_FAILED error in Prime Video, especially on Fire TV / Fire Stick devices.
🔍 What is the error
The error message usually is:
“Internet connection error — We’re unable to connect to Prime Video. Error code: PLR_PRS_CALL_FAILED”
It prevents playing any video content.
âś… Possible Fixes
Here are the fixes that have helped others, ranked from easiest to more involved. Try them in order:
| Fix | What to Do |
|---|---|
| 1. Restart the device & router | Turn off the FireStick/Fire TV, wait few seconds, power it back; also power-cycle your router/modem. Sometimes simple connection glitches get cleared. |
| 2. Clear Prime Video app cache & data | On the FireStick: • Settings → Applications → Manage Installed Applications → Prime Video → Force Stop → Clear Data → Clear Cache. Then restart the app. |
| 3. Deregister / Re-register your Amazon account on the device | Sign out / deregister the device/account, then log back in. This can refresh authentication/settings. |
| 4. Check & correct your Amazon account’s region / country settings | If your registered location (in Amazon Account → Content & Devices → Preferences) doesn’t match your actual region or is misconfigured, it can lead to streaming / licensing issues. Changing it to your actual region helps. |
| 5. Disable IPv6 on your network | Some users report that having IPv6 turned on causes this error. Disabling IPv6 on the router (or in network settings) has fixed it for them. |
| 6. Use custom / public DNS | Switching to well-known DNS servers like Google’s (8.8.8.8 / 8.8.4.4) or similar sometimes resolves networking issues that trigger the error. |
| 7. Reinstall Prime Video app | Uninstall or remove updates, then install fresh. This helps if the app’s files are corrupted. |
| 8. Wait / check for outages | Sometimes it’s not your device/network — Prime Video or Amazon services might be having issues in your area. Wait a while. |
Consider Potential Compatibility Issues
Regional Issues: In some cases, devices that are not compatible with the country where they are located can trigger this error.
Device-Specific Problems: If you’re having trouble playing content on your Fire Stick but can on a web browser or other devices, it might be a device-specific issue, according to the amazonforum.com.
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