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[Open] One plus U1S 50”- Prime video App unresponsive

  1. Tonmoy_Das
    Donut Jun 15, 2021

    Tonmoy_Das , Jun 15, 2021 :
    Hi
    The prime video app at times becomes unresponsive while in use and no remote buttons works on it. The system hangs and needs force shutdown. The app is updated but still the same issue.
     

    #1
  2. Rick Y.
    OnePlus TV Software Engineer Staff Member Jun 16, 2021

    Rick Y. , Jun 16, 2021 :
    We regret to hear about what happened. Please make sure that the software version of the TV is up to date.
    Please update the system first, if the problem still occurs, please capture a video or a picture, then upload the logs and tell me what's your tvs serial number.
    How to upload the logs: enter Settings -> More Settings -> Bug report
    How to get Serial Number: enter Settings -> More Settings -> About -> Status -> Serial Number
     

    #2
  3. Tonmoy_Das
    Donut Jun 17, 2021

    Tonmoy_Das , Jun 17, 2021 :
    Prime video app doesn’t load, it shows network issues every time i open it. But all other apps are working fine
     

    Attached Files:


    #3
  4. Venky61
    OnePlus TV Expert Community Expert Jun 18, 2021

    Venky61 , Jun 18, 2021 :
    Hey,
    Please follow the forum rules and do not create new threads when you can use the existing threads on similar topic.
    As you have already reported issue regarding Prime Video App, better to report the issues related to it here itself.

    @Rick Y. Could you kindly look into it. He tried TV reset too but still the Prime Video App sometimes doesn't load and has network error.
     

    #4
  5. Tonmoy_Das
    Donut Jun 18, 2021

    Tonmoy_Das , Jun 18, 2021 :
    Hi my serial number is AA418_02.A.01_GLO_029_2105170945
    And i have uploaded the pic of the screen with the issue in this thread itself

    D6074C03-8BF3-4C60-98D0-225CE485AA89.jpeg 378DA3CD-2E33-4920-AAFF-658047499CB1.jpeg
     

    #5
    Venky61 likes this.
  6. Tonmoy_Das
    Donut Jun 19, 2021


    #6
  7. Venky61
    OnePlus TV Expert Community Expert Jun 19, 2021

    Venky61 , Jun 19, 2021 :
    Don't worry, will push again... As it's wekeend he will only be available on Monday mostly.
     

    #7
  8. Rick Y.
    OnePlus TV Software Engineer Staff Member Jun 21, 2021


    #8
  9. Tonmoy_Das
    Donut Jun 21, 2021

    Tonmoy_Das , Jun 21, 2021 :
    Serial number: E6210059B65X00035
     

    #9
    Rick Y. likes this.
  10. Tonmoy_Das
    Donut Jun 23, 2021

    Tonmoy_Das , Jun 23, 2021 :
    Hey @Rick Y.
    Its been almost 10days now the app issue is not resolved. My replacement policy days are over too. Please help to fix the issue.
     

    #10
  11. Rick Y.
    OnePlus TV Software Engineer Staff Member Jun 24, 2021

    Rick Y. , Jun 24, 2021 :
    Could you share a video to show it. And then upload the logs.
    How to upload the logs: enter Settings -> More Settings -> Bug report.
     

    #11
  12. Venky61
    OnePlus TV Expert Community Expert Jun 24, 2021

    Venky61 , Jun 24, 2021 :
    Also @Tonmoy_Das could you check if you are facing the same issue with Mobile Hotspot or another network?
     

    #12
    Rick Y. likes this.
  13. Tonmoy_Das
    Donut Jun 24, 2021

    Tonmoy_Das , Jun 24, 2021 :
    Find the images of the issue faced
     

    Attached Files:


    #13
  14. Tonmoy_Das
    Donut Jun 24, 2021

    Tonmoy_Das , Jun 24, 2021 :
    Yes it’s same over hotspot too
     

    #14