I am watching on Samsung Smart TV never had a problem before but suddenly all videos are playing in wrong aspect ratio, it's as if they should be in letter box mode but are playing in full screen instead, this wasn't happening a week ago so not sure what has happened and can't find a way to change the aspect ratio in the Amazon prime video app, also the aspect ratio options in the TV settings are not accessible, not sure if it helps but my tv is in HDR mode, however I have made no changes to the settings since it worked last so a bit confused.
06/09 Update *Note from the Moderators: We apologize for any trouble you may have had with Amazon Prime Video content displaying incorrectly on your Samsung TV. Samsung is working on an update to get this issue resolved. We should have information this week on when the update will be available.
You can change the aspect ratio of a Samsung tv by using the TOOLS button on the tv remote.
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Use the HELP link at the bottom of any Amazon page, then NEED MORE HELP...then CONTACT US...and CONTACT US again...select CALL or CHAT. The Call option allows you to input your phone number, and they will call you. Don't use email, and don't Google for a phone number, the results are scam numbers.
I am having the same issue! Samsung tv as well. Regular cable, Netflix and Hulu all play fine. It's just Amazon Prime videos that freeze or zoom in. I've restarted all of my equipment. Help! I need to watch Bosch!!!
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In my tv menu the aspect ratio setting is greyed out and can not be changed when i'm using the app, I've just checked a few different movies and strangely only some are playing wrong such as John Wick 1 and 2 and Avengers Infinity Wars and 51st State but others like Star Trek and Secret Life of Pets are playing fine in letterbox mode, can't figure this out, and I can't uninstall and reinstall the app as is part of the basic setup on TV so it won't let you... Also they all play fine on both the PC and on my Echo Show which suggests it's probably TV related but why only certain ones n not others I don't know...
Hi all. Having the same issues also with a Samsung TV. Everything fine until a week ago but now all Prime videos are suddenly in the wrong aspect ratio. Netflix videos are unaffected. Firmware is up to date. Am unable to change the aspect ratio in settings while in Prime video.
I'm having the same issue. Only noticed yesterday but seems to happen with all content made for cinema screens where you normally get black bars to fill the gaps top and bottom. TV series are ok as the aspect ratio doesn't need changing. TV and other services are fine. Not sure what to do!
I have a samsung TV and noticed last night john wick 2 and Logan, venom all not in widescreen and close up, have lateset firmware they work fine on my xbox one , obviously is a prime video issue which amazon needs to look at.
Same problem here. Just started last night with my John Wick rental. Tested other video content from Prime. Same problem. Netflix, Hulu, YouTube, and regular cable TV all work fine. I de-registed the device. Re-registered. Made sure the TV’s software was up to date (it is). Fiddled with the TV’s picture settings. Nothing works.
Called Amazon customer service directly and went through their instructions (though they said they weren’t aware of any system problems). Nothing works.
Same problem with a Samsung SmartTV (2016 model, K5600 fw 1233.0 , app version: 1.2.1, no updates available), I suppose everything happened because a Prime Video commercial with an incorrect aspect ratio (visualized in 4:3 "shrinked") was presented before a movie, some of you guys can recall the same thing?