Fix Amazon Prime Video Error 5004 (Internet Connectivity)

Updated: 11/29/2025

You are settling in for a movie, but Prime Video cuts to black with the message: 'Problem Occurred. We are unable to load this video at this moment. Error Code: 5004'. This error is specific to authentication. Basically, Amazon's servers know who you are, but your device failed to provide the correct 'security key' to decrypt the video stream. It is extremely common on Smart TVs, PS5, and Apple TV.

Table of Contents

Method 1: Deregister and Re-register (The Reset)

Since this is a login token error, signing out isn't enough. You need to forcefully remove the device from your Amazon account.

Step 1: Go to Amazon Website

Log in to Amazon on a computer. Go to Account & Lists > Content & Devices > Devices.

Step 2: Deregister

Find the device giving you the error (e.g., 'John's Fire TV') and click Deregister.

Step 3: Re-login

Open the Prime Video app on your TV. It will ask you to sign in again. This generates a fresh, working security token.

Method 2: Disable VPN/Proxy

Amazon blocks almost all commercial VPNs. If you use a VPN to watch content from other countries, you will get Error 5004.

Tip: Even if the VPN is off, check if your Router has a built-in VPN setting enabled.

Method 3: Change DNS Settings (Smart TV/Console)

If your ISP's DNS is slow, the authentication request times out.

Step 1: Network Settings

Go to your device's Network Settings > Set Up Connection > Manual.

Step 2: Google DNS

Set your Primary DNS to 8.8.8.8 and Secondary DNS to 8.8.4.4. Save and restart the device.