Digital Asset Download Troubleshooting Steps

If you are unable to access a digital asset related to Amazon Studios, follow these troubleshooting steps and contact the appropriate support channels for your specific platform. The correct path to resolution depends on whether you are a production partner, an independent content creator, or a general Prime Video user. 

For Amazon Studios production partners

If you are working on a production and use platforms like Originals Access (OA) Flow Capture or the Production Portal, these steps will help restore access. 

• Try basic troubleshooting: Use the Google Chrome browser, clear your cache and cookies, try an incognito window, and restart your system.
• Contact Studios Technology Support: For access requests or system issues with preferred applications, submit a support request online or email the support desk.
  • Support portal: Visit support.amazonstudios.com.
  • Email: Use [e-mail] for 24/7 assistance.
• Check email delivery: If you received a download link via email, make sure you are logged in correctly and following the steps in the Source Email Delivery User Guide.
• Reach out to an administrator: If you are an end-user of an application like Flow Capture, contact an administrator on your team to ensure you have the correct permissions. They can check your role and see if a download link has expired or requires renewal. 

For Prime Video Direct (PVD) content providers

If you are an independent creator delivering content via Prime Video Direct, check the PVD support pages for technical issues. 

• Sign-in problems: Ensure the email address and password for your Amazon account are correct. If you changed your email, you must use the new one to sign in.
• Validation errors: If an asset submission fails validation and shows a red exclamation point in Video Central, click the asset name for details. You will need to redeliver the corrected asset.
• Technical asset errors: For issues with mezzanine files or audio, review the technical requirements and re-encode the file as needed. For help, refer to the Common error messages page on the PVD support site. 

For general Prime Video users

If you are a regular Prime Video user with a viewing-related issue, your problem may be different from the professional scenarios above.

• Playback issues: If you can't stream a title, try these steps:
  • Restart the Prime Video app or your streaming device.
  • Ensure your internet connection is stable.
  • If you are using a VPN, deactivate it, as this can cause playback issues.
• Content access: If you have trouble accessing a movie or show you previously bought, you may be affected by an ongoing lawsuit regarding content licensing and access revocation. Contact Amazon Customer Service for specific questions about purchased content.

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