With the Amazon Prime Video app on your Apple TV 4K, you can watch your favorite movies and series in Dolby Vision and Dolby Atmos formats. If your family members or friends use your Prime Video account, they can all set different profile icons.
However, some users have reported on the official Apple community forums that Prime Video allows them to hear the audio and see the subtitles with a black screen. If you are encountering the same error, here are some working solutions to help you fix Amazon Prime Video black screen with sound issue on Apple TV 4K.
1. Check your internet connection
First and foremost, you should check the strength of your internet connection. You need to connect your Apple TV 4K to a high-speed internet connection to stream content from apps like Prime Video at the best possible quality. In addition to checking your internet speed on your computer or mobile phone, here’s how to check the internet signal strength on your Apple TV 4K.
Step 1: Go to Settings on your Apple TV 4K home screen.
Step 2: Scroll down and select Network.
Step 3 Under Status, check the signal strength of your connected Wi-Fi network.
If you’re experiencing low signal strength, we recommend moving your Apple TV 4K closer to the router, especially if you’re using a 5GHz band.
2. Change your video playback settings
Now that your internet speeds are fine, you need to check your Apple TV 4K’s current playback settings. Since Prime Video supports streaming movies and TV shows in HDR and Dolby Vision, you can try changing the display format to 4K SDR 60Hz (choose 50Hz for Europe region) for the best possible experience. Here’s how you should do this.
Step 1: From the home screen of your Apple TV 4K, open the Settings app.
Step 2: Choose Video and Audio.
If you have Dolby Vision selected by default, the entire interface of Apple TV 4K and streaming apps including Prime Video will be dimmed.
Step 3: Choose format.
Step 4: Scroll down and select 4K SDR 60Hz or 50Hz (depending on your region).
Step 5: Go back and select Match Content.
Step 6: Enable Match Dynamic Range and Match Frame Rate.
Step 7: Close Settings and open Prime Video to check if the issue is resolved.
3. Check your HDMI cable
To enjoy content in the best possible playback resolution, you need a high-speed HDMI cable connected to your Apple TV 4K. Using an old HDMI cable could be the reason for this black screen with sound issue. Because Apple TV 4K does not include an HDMI cable, we recommend using an HDMI 2.1 cable to allow for higher bandwidth support.
4. Force quit and restart Prime Video App
As on your iPhone and Mac, you can force quit an app on your Apple TV 4K if it starts behaving. If you’re getting a black screen with sound in Prime Video on your Apple TV 4K, you can try force quitting and restarting the app. Note that this feature only works if you enable Click and Touch for your Apple TV remote.
Step 1: Double press the TV icon on your Apple TV remote to reveal background app windows.
Step 2: Use the left navigation button to search for the Prime Video app.
Step 3: Swipe up the Prime Video app window to force quit the app.
Step 4: Open Prime Video again and check if the problem is solved.
5. Update the Prime Video app
If the above solutions don’t work, you can update the Prime Video app. You can also enable the auto-update feature for the installed apps on your Apple TV 4K. Here’s how.
Step 1: Open Settings on your Apple TV 4K.
Step 2: Scroll down and select Apps.
Step 3: Choose Update apps automatically to enable the feature.
Here are the steps to manually check for app updates.
Step 1: Open the App Store on your Apple TV 4K.
Step 2: Select Purchased from the top menu bar.
Step 3: Select All Apps from the left menu.
Step 4: Check if the Prime Video version update is available.
Step 5: After installing the updates, restart the Prime Video app and check if the issue is resolved.
6. Update tvOS
We also recommend updating the version of tvOS as this could be a system related issue causing this playback error in Prime Video.
Step 1: Open Settings on your Apple TV 4K.
Step 2: Scroll down and select System.
Step 3: Choose Software Updates.
Step 4: Choose Update Software.
Step 5: If an update is available, select Download and Install.
Step 6: After installing tvOS updates, open Prime Video and check if the issue is resolved.
Enjoy prime time
These solutions should get rid of the black screen with sound errors in Prime Video. You can also read our post if Dolby Atmos isn’t working on your Apple TV 4K.