Fix PLR_PRS_CALL_FAILED Error on FireStick: This guide will walk you through how to fix the PLR_PRS_CALL_FAILED error in the Prime Video app. The solutions provided here apply to all Fire TV devices, including FireStick Lite, FireStick 4K, 4K Max, Fire TV Cube, and others.

What Is the PLR_PRS_CALL_FAILED Error?

The PLR_PRS_CALL_FAILED error typically appears when you try to stream content on the Amazon Prime Video app using your Fire TV device. This error blocks playback entirely, meaning you won’t be able to watch anything on Prime Video—although other apps like Netflix or YouTube will likely continue working without issues.

This error is often labeled as an Internet Connection Error, but it can be triggered by various factors, including:

• A temporary glitch in the system
• Amazon Prime Video servers being unresponsive in your region
• Issues with your ISP (Internet Service Provider) failing to retrieve data from Amazon servers

In some cases, the problem may be on Amazon’s end or with your internet provider. If that’s true, the issue might resolve itself within a few minutes or hours without requiring any action from your side.

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How to Fix the PLR_PRS_CALL_FAILED Error on FireStick

If you’re encountering the PLR_PRS_CALL_FAILED error, here are some steps you can try to resolve it. Follow these solutions in the order they’re listed for the best results.

1. Restart Your Devices

Start with the simplest fix: restart your Fire TV device along with your router and modem (if you have a separate one). This often resolves connectivity or streaming errors.

• To restart your Fire TV, unplug it from the power source, wait about 3 seconds, then plug it back in.
• To restart your router/modem, unplug it from power, wait 30 seconds, then plug it back in.

If the problem persists, move on to the next step.

2. Clear Amazon Prime Video Data and Cache

Corrupted or faulty app data and cache can cause the PLR_PRS_CALL_FAILED error. Many users have fixed the issue by clearing the Prime Video app’s data and cache. Keep in mind, clearing data will log you out of the app.

Here’s how to do it:

1. Turn on your Fire TV and wait for the home screen to fully load.
2. Select the Settings icon (gear) on the far right of the menu bar.
3. Scroll down and select Applications.
4. Choose Manage Installed Applications.
5. From the list of apps, scroll down and select Prime Video.
6. On the next screen, click Force Stop to close any running processes for the app.
7. Scroll down and select Clear Data.
8. Confirm by clicking Clear Data again.
9. Then, click Clear Cache to delete all cached files.
10. Finally, check the app’s data and cache size — the cache should be 0, and the data size should be minimal.

If the error still appears after clearing the data and cache, don’t worry—there are more fixes ahead. Let’s continue troubleshooting.

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3. Deregister and Re-register Your Amazon Fire TV Device

This method has the highest success rate for fixing the PLR_PRS_CALL_FAILED error. It’s more time-consuming, which is why it’s not the first step, but many Fire TV users have resolved the issue this way.

Essentially, you will deregister your Fire TV from your Amazon account and then register it again from scratch—similar to logging out and back in. This process resets the connection between your device and your Amazon account, refreshing services like the Amazon Appstore and Prime Video. Don’t worry—this will not delete any of your apps or their data.

Here’s how to deregister and re-register your Fire TV:

1. Power on your Fire TV and wait for the home screen to load.
2. Select the Settings gear icon on the far right of the screen.
3. Choose Account & Profile Settings.
4. Select Amazon Account.
5. Click Deregister.
6. Note: A warning will appear saying that deregistering will remove content and features temporarily. This is normal. When you re-register your device, everything should return to normal. However, if you had disabled or hidden any default Amazon apps, they might reappear after this process.
7. Confirm by clicking Deregister again in the pop-up window.
8. Wait while your Fire TV deregisters from your Amazon account.
9. After deregistration, you’ll be taken to the sign-in screen. Select Have an account? Sign In.
10. You have two sign-in options:
11. Easier method: If you’re already logged into Amazon on a computer or mobile device, follow the on-screen instructions. Go to amazon.com/code on your logged-in device, confirm your details, and enter the activation code shown on your Fire TV. Then skip to step 13.
12. Manual method: If you want to sign in directly on the Fire TV, press the three-bar button on your remote and proceed to enter your credentials as described below.
13. Enter your Amazon login email and select Next.
14. Enter your Amazon account password and click Sign In.
15. Wait for your Fire TV to register your Amazon account.
16. Once registered, you’ll see a welcome screen—select Continue to finalize the registration.
17. Choose Yes to save your Wi-Fi password to your Amazon account for easier future connections.
18. Finally, select your profile to start using your Fire TV normally again.

This should resolve the PLR_PRS_CALL_FAILED error and restore full functionality to the Prime Video app.

4. Change Your Amazon Account’s Country/Region

If the previous solutions didn’t fix the problem, try changing the country or region associated with your Amazon account. Incorrect location settings can sometimes cause the PLR_PRS_CALL_FAILED error. Additionally, Prime Video is not available in certain regions such as Mainland China, North Korea, Iran, and Syria.

Here’s how to update your Amazon account’s country or region:

1. On your computer or mobile device, open a web browser and go to amazon.com.
2. If you’re not logged in, click Account & Lists, then select the yellow Sign In button from the dropdown menu.
3. On mobile devices, the Sign In button is usually at the top-right corner.
4. Sign in with your Amazon credentials. Then click Account & Lists again, and select Content & Devices from the dropdown.
5. On mobile, tap your name in the top-right corner, then tap See all account at the bottom, and select Manage content and devices under Account settings.
6. Go to the Preferences tab on the next page.
7. Scroll down to Country/Region Settings and click Change.
8. A window will pop up—enter your full name, address, country/region, and phone number. Then click Update.
9. If you want to test using a U.S. address but live elsewhere, you can enter a random U.S. address.

After saving the changes, restart your Fire TV device and open the Prime Video app to check if the error has been resolved.

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5. Disable IPv6

Several users experiencing the PLR_PRS_CALL_FAILED error have found that disabling IPv6 on their router resolved the issue. Unlike IPv4, IPv6 is a more complex internet protocol that hasn’t been fully supported by all services, including Prime Video, in every region. If the Prime Video servers in your area or your ISP don’t fully support IPv6, this could cause the PLR_PRS_CALL_FAILED error. Try turning off IPv6 on your router and modem and use only IPv4 to see if that allows you to access Prime Video. To do this, you may need to refer to the instruction manuals for your modem and router.

However, you might not need the manuals—your router’s IP address is usually printed on the device. Enter this IP address into a web browser on your computer to log into your router’s settings. From there, look for the option to disable IPv6. Alternatively, search online for your router’s model number along with “disable IPv6” for a step-by-step guide. The model number should also be printed on the device. If this doesn’t resolve the PLR_PRS_CALL_FAILED error, proceed to try the next and final fix.

6. Adjust Advanced Network Settings

If none of the previous fixes worked, it’s time to try a more advanced approach by customizing your Fire TV’s network settings. This method has helped many users resolve the PLR_PRS_CALL_FAILED error and restore normal Prime Video functionality. However, some users have reported that it can disrupt their device’s internet connection. If you accidentally mess up your network settings, you can always undo the changes by forgetting the Wi-Fi network you set up and reconnecting to your usual network as normal.

Here’s how to customize your FireStick’s advanced network settings to fix the PLR_PRS_CALL_FAILED error:

1. Turn on your Fire TV device and wait for the home screen to fully load.
2. Select the Settings gear icon on the far right.
3. Scroll down and choose My Fire TV.
4. Select About on the next screen.
5. Scroll down to Network and note down your SSID, IP Address, and Gateway — you’ll need these shortly.
6. Press the back button on your remote to return to the Settings menu, then select Network.
7. Scroll down and select Join Other Network.
8. When prompted, enter your internet’s SSID exactly as noted and click Next.
9. Choose the security type of your Wi-Fi (No Security, WEP, or WPA/WPA2 PSK). If unsure, select WPA/WPA2 PSK, then click Next.
10. Enter your Wi-Fi password and click Next.
11. On the following screen, select Advanced.
12. Enter the IP Address you wrote down earlier and click Next.
13. Enter the Gateway address and click Next.
14. When prompted for Network Prefix Length, enter 24 and click Next.
15. For DNS 1, type 8.8.8.8 and click Next.
16. For DNS 2, type 8.8.8.4 and click Next.
17. Finally, click CONNECT to save and apply your network settings.

This should help resolve the PLR_PRS_CALL_FAILED error. If the issue persists, consider trying other fixes or contacting support.

Can’t Fix the Error? It’s Time to Contact Amazon Support

If none of the solutions above resolve the PLR_PRS_CALL_FAILED error, it’s best to reach out to Amazon Support for your Fire TV Stick. Explain the issue you’re experiencing, and a customer service representative will guide you through possible fixes. You can contact Amazon’s support team at 1-888-280-4331 — their hotline is available 24/7 for your convenience. Alternatively, you can visit Amazon’s Fire TV forum to browse existing discussions or start a new thread about your device. This way, you can get help from both other users and experts.

Final Thoughts

The PLR_PRS_CALL_FAILED error can seriously disrupt your streaming experience on the Amazon Prime Video app. Try the troubleshooting methods covered in this guide to fix the problem. But if the issue persists despite your efforts, contacting Amazon Support by phone or through their forum is your best bet for professional assistance. If you have any questions about the PLR_PRS_CALL_FAILED error or want to share a solution that worked for you, feel free to leave a comment below!

FAQs

What causes the PLR_PRS_CALL_FAILED error on FireStick?

The PLR_PRS_CALL_FAILED error often occurs due to issues like corrupted app data, network problems, or regional restrictions. It can also happen if Amazon Prime Video servers are unresponsive or if your ISP is having trouble communicating with Amazon’s servers.

How do I clear the cache and data for Prime Video on FireStick?

To clear the cache and data, go to Settings > Applications > Manage Installed Applications > Prime Video. Then select Force Stop, followed by Clear Data and Clear Cache. This can resolve issues caused by corrupted files in the app.

Can changing the Amazon account region fix Prime Video errors?

Yes, sometimes changing the country or region in your Amazon account settings can fix playback errors like PLR_PRS_CALL_FAILED, especially if your current region has restrictions or issues with Prime Video availability.

How do I deregister and re-register my Fire TV device?

Go to Settings > Account & Profile Settings > Amazon Account > Deregister. Confirm the deregistration, then sign back in to re-register your device. This resets your Amazon account connection without deleting your apps or data.

What is the impact of disabling IPv6 on my router for Prime Video?

Disabling IPv6 can help resolve streaming errors if your ISP or Prime Video servers don’t fully support IPv6. Using IPv4 exclusively sometimes improves connectivity and fixes errors like PLR_PRS_CALL_FAILED.

How do I customize advanced network settings on FireStick?

Navigate to Settings > My Fire TV > About > Network to note your current details. Then go to Settings > Network > Join Other Network and enter your Wi-Fi details manually, including IP address, gateway, DNS servers, and network prefix length. This can help resolve network-related playback issues.

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