• Regular Device & Network Maintenance is crucial for optimal performance.
• These procedures are tailored for Fire TV devices but can be adapted for any media device.
• Devices & Networks that are not maintained WILL experience Connection, Buffering, EPG, and other issues.
👉 Step 1a is a semi-weekly Maintenance step & needs to be performed at least 2x/week.
👉 When Troubleshooting a Current Issue, perform ALL Steps (1-6), without skipping any.
Step 1: 🔄 Restart
🧠 Memory Check
⚡ Speed Test
Restart your device a minimum of twice a week by pressing and holding the SELECT and PLAY/PAUSE buttons on your Fire TV Remote Control for 5 seconds.
(restarting helps prevents connection, buffering, and other subscriber-end issues)
b) 🧠 Memory Check (VIDEO)
Check the Available Memory on your device by navigating from Fire TV HOME to:
SETTINGS, APPLICATIONS.
Highlight, but don’t Select, MANAGE INSTALLED APPLICATIONS
The right-hand menu will display AVAILABLE MEMORY
(available memory MUST be 1GB or higher)
c) ⚡Speed Test (VIDEO)
Perform a Speed Test directly on your device. (Not on a phone, computer, etc) Internet Download speed need to be 25 Mbps or higher to avoid Performance issues.
Retest
If issue persists, proceed to Step 2
Step 2: Clearing App Cache (VIDEO)
🧹
(Perform this monthly)
(Do NOT clear DATA in this step)
a) Navigate from Fire TV HOME to SETTINGS, APPLICATIONS, MANAGE INSTALLED APPLICATIONS.
b) Highlight the app you wish to clear cache for.
c) Press the REWIND button on your Fire TV remote.
d) CONFIRM the cache deletion.
(you'll see the CACHE drop to 0B or a few Kb)
(you can clear the CACHE for any or all apps)
Retest
If issue persists, proceed to Step 3
Step 3: Clearing App Data (VIDEO)
🗑️
a) From the Fire TV HOME screen, go to SETTINGS.
b) Select APPLICATIONS.
c) Choose MANAGE INSTALLED APPLICATIONS.
d) Find and Select the app you want to clear the data for.
e) Click FORCE STOP > CLEAR DATA, and confirm with OK.
• After clearing the Data, you'll need login in again when you relaunch the app, and your Favorites will be reset and need to be re-added.
• If you aren't asked to re-enter your Username and Password then the DATA wasn’t cleared.
• After you click CLEAR DATA, if you don’t click OK, the Data doesn't Clear.
• Clearing the app data will log you out of the service.
• If your subscription has less than 24 hours remaining, you won’t be able to log back in until it’s renewed.
Retest
If issue persists, proceed to Step 4
Step 4: Network Maintenance
🛠️
(Perform this monthly)
a) Power off your Modem and Router(s) for 10 minutes.
(Mesh systems have several ROUTERS)
(A Wi-Fi Extender is also a ROUTER)
(Leaving Modem & Router(s) powered off for 10 minutes is necessary to make sure all old IPs are flushed)
b) After 10 minutes, reapply power.
(Modems may take up to 5 minutes to complete startup)
Retest
If issue persists, proceed to Step 5
Step 5: Alternate Network Testing
🧪
a) Test using a phone HotSpot, a Network outside your home, or while using a VPN.
(Phones must be disconnected from home internet network before testing with a Wi-Fi HotSpot.)
(If your Home Internet Service Provider and your Mobile Carrier are the same, you’ll need to connect to a network from a different provider [or through a VPN] to complete this step.)
b) If the problem is resolved, then your ISP is using Selective Blocking, or throttling your line, and you will need to connect through a VPN to use our service with your current ISP.
Retest
If issue persists, proceed to Step 6
Step 6: Fresh Start
🌱
• A Fresh Start will log you out of the service.
• If your subscription has less than 24 hours remaining, you won’t be able to login in until it’s renewed.
a) Navigate from Fire TV HOME to: SETTINGS, APPLICATIONS, MANAGE ALL APPLICATIONS
b) Select your app, then Force Stop.
c) Click: Clear CACHE, Clear DATA, and confirm with OK.
d) Uninstall the app and restart your device.
e) Download and install a fresh copy of the app:
f) Launch app & Login.
Retest
If issue persists, proceed to Reset
👉 If the issue persists after completing all 6 Maintenance & Troubleshooting steps, without skipping any,
your device’s operating system may have corrupted data.
👉 Resetting your device to Factory Defaults will erase the existing data,
which will resolve any corruption issues.
Reset to Factory Defaults
⚙️
⚠️ A factory reset will remove all apps and settings added since the device was new.
⚠️ It will return the device to its original, out-of-the-box state.
1. Turn on your Fire TV and make sure it's connected to your TV and the internet.
2. Go to the Home screen (press the Home button on your remote)
3. Navigate to “Settings” (gear icon, usually on the far right of the menu).
4. Scroll over and select “My Fire TV” (may be labeled “Device” or “System” on older models).
5. Scroll down and select “Reset to Factory Defaults.”
6. A confirmation message will appear - select “Reset.”
7. Your device will begin the reset process. This takes a few minutes, and the device will restart automatically.
👉 After reseting you’ll need to reconnect to your Wi-Fi and sign into your Amazon account again.