Troubleshooting

• Common Issues
  • No Content Found Error
  • Video Playback Error
  • App Logo Looks Distorted
  • App In-Progress For Longer Time
• Get Support

Common Issues

The following are common issues with Amazon Creator apps.

No Content Found Error

Problem:

When previewing your app, you get an error that says, "No Content Found."

Solution:

Edit your channel homepage and add sections that contain videos or playlists. Alternatively, hide the "Latest" item from the app's category navigation bar. See Populate Your Channel Homepage with Video Content for details.

Video Playback Error

Problem:

You get an error that says, "Video Playback Error. An unexpected error occurred. Select OK to go back, or check your network and try again."

Solution:

Youtube - This errors occurs if you restrict embedding with your YouTube videos. See Restrict embedding for details on how to manage the embedding options for your videos.

RSS feed - To prevent this error, create a new RSS submission, provide the RSS feed url, this will generate the list of options. From the MEDIA URL dropdown, select the option which has media link as its value.

App Logo Looks Distorted

Problem:

The default logo created by Amazon Creator looks distorted.

Solution:

Amazon Creator allows you to upload a new logo when you edit your app. Click Manage Apps in the upper-right corner, then click the Edit button next to your app. In the Logo section of the sidebar, click Choose a file. Amazon Creator maintains the aspect ratio of the image you upload. If the image is distorted, make sure the image you upload is 500 x 500px. See Image Assets Required for more details.

App In-Progress For Longer Time

Problem:

The App submission status is in "In-Progress" status for more than 5 days.

Solution:

If your app is stuck in "In-Progress" submission status for more than 5 days, please follow the below steps and check whether the Customer support email address has been updated.

1. Go to Amazon Developer Portal and sign into your developer account.
2. Click "Developer Console", click "Settings", and select "Company Profile".
3. Click "Edit" from the lower-right corner of the Company Profile page.
4. Add your Customer support email address and save the information.
5. Create a new app from the Creator Portal using the same sources.
6. Submit the new app from the Creator Portal.

Get Support

If you need support or help for your app, do the following:

1. Ask a question in the Amazon Developer Forums. Use the Fire TV and Fire TV Stick space and the Amazon Creator topic.
2. Contact support personally through the Developer Portal's Contact Us form.

If you're having issues with YouTube or your online video host, seek information from within those sites instead of Amazon.