Fire TV apps will not load, crash or freeze
When an app on your Fire Stick sticks on a logo, shows an error or closes by itself, work through these steps, starting with the easiest.
Quick fixes
- Close the app and open it again.
- Restart the Fire TV. Press and hold the Select and Play/Pause buttons together for a few seconds, or unplug it for 30 seconds. If the button method does not work on your model, unplugging it is fine.
- Check your Wi-Fi. See our guide on Wi-Fi problems and buffering.
- Check the service is not down. Try it on your phone.
Clear the app's cache
- Go to Settings, then Applications, then Manage Installed Applications. Menu names in the Alexa app change from time to time, so if yours looks slightly different, look for the closest wording rather than worrying.
- Choose the app.
- Choose Clear cache and try again.
- If that fails, Clear data, but note this signs you out of that app and you will need your login.
Update
Check the Fire TV software is up to date. Look in Settings, then My Fire TV or the device section, then About, and look for a Check for Updates option. If an update is found, let it install and restart. Apps usually update automatically, but you can look for the app in the Appstore for an update option.
Reinstall
Uninstall the app from Manage Installed Applications and install it again from the Appstore. You will have to sign in again, so make sure you know your password.
Check storage and time
If storage is nearly full, apps struggle. See our guide on storage. A wrong date or time can also stop apps, though Fire TV normally sets this itself.
When to get more help
If every app fails, a factory reset may be the next step. See our guide, which includes a warning. Ask before doing it, as it removes all your apps and settings.