Fire TV Is Connected to Wi-Fi but Apps Won't Load

Step 1: Find out if it is one app or every app#

Open a different app, for example YouTube, and try to play something.

This test is our own editorial shortcut, not an Amazon rule. It saves time because most of the steps below only help in one of these cases.

Step 2: Check the network from the Fire TV#

1. Go to Settings, then Network.
2. Press the Play/Pause button on your remote. This opens the Network Status tool. If nothing opens, move to your Wi-Fi network name and press Play/Pause again. You can also open the tool from the "Unable to Connect" message by choosing Network Diagnostics.
3. Look at the two lines it shows:
   • Network connection is the link between the Fire TV and your router.
   • Internet connection is the link between your router and the internet.

Some Fire TV devices also show Run Speed Test and Advanced buttons. Amazon says only some compatible devices have them. How to read each result, and what to do if Run Speed Test is missing.

What you see decides what to do next:

Restart the modem and router#

Amazon gives this order: modem first, then router.

1. Unplug the modem and the router and wait 1 minute.
2. Plug in the modem first and wait about 1 minute for its lights to come on and for it to connect to the internet.
3. Plug in the router and wait about 1 minute.
4. Try the Fire TV again.

If other devices on your network are offline too, you may have a network outage. Amazon points to its network outage page for that, and you can ask your internet provider.

Step 3: Restart the Fire TV#

A restart is the least disruptive step. Amazon describes it as restarting the device, and treats it separately from Reset to Factory Defaults, which removes your account information and downloaded content.

1. Go to Settings > My Fire TV > Restart.
2. Or unplug the power adapter, wait about a minute, and plug it back in. Amazon suggests a minute when an app is crashing or not responding.

Do not use Reset yet.

Step 4: If only one app fails, clear its cache#

Amazon lists clearing the app's cache and data as a fix for an app that crashes, will not open or is not responding, and says it resets the app without deleting it. Try the cache first. That order is our editorial advice, because Clear Data can do more.

1. Go to Settings > Applications > Manage Installed Applications.
2. Select the app that fails.
3. Select Clear Cache.
4. Open the app and try again.

Amazon's page does not say what clearing the cache does to your sign-in, so keep your login details handy.

If that did not help, you can also try Clear Data, but read this first:

Still no luck? Amazon's next step is to uninstall the app and install it again, which it says ensures you have the latest version. Have your login details ready, because the app may start again from scratch.

Step 5: Check your account and the service#

If the app opens but says your login failed, your subscription ended, or too many devices are in use, the problem is your account, not the network. These checks are general advice, not Amazon's.

• Check that your username and password work on another device.
• Check that your subscription is active.
• Check whether the service is down. Look at the service's own status page or social media.

Step 6: Update the Fire TV#

Amazon says an out-of-date system can cause app problems.

1. Go to Settings > My Fire TV (on some models, Devices & Software).
2. Select About.
3. Select Check for System Update. If an update is found, install it, then try the app again.

If it still does not work#

1. Move the Fire TV to a different network, like your phone's hotspot, for a few minutes. If it works there, your home network is the problem.
2. Factory reset is the last step, not the first. Amazon says it removes your account information and downloaded content, and you will need to set the Fire TV up again. Only do it when the steps above did not help.
3. Contact the right place for the problem you found: Amazon for the Fire TV, your internet provider for the network, or the app's support for the app. For a Tellyro account, message us.