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What error 4924 means—and what it does not tell you
Amazon has not published a definitive description of error 4924 in the Prime Video help pages reviewed. The clearest report describes an Android tablet that could stream normally but showed the code when its owner tried to download any title. An Amazon staff member acknowledged the report but did not provide a confirmed cause or fix. Read the Amazon forum report.
That makes 4924 best treated as a download failure, not proof of a particular app bug, compatibility fault, network outage, or server problem. The cause could differ by device, app version, title, account, storage destination, or temporary service conditions. Amazon’s public help guidance offers general troubleshooting rather than a 4924-specific remedy. See Amazon’s Prime Video troubleshooting guidance.
First identify what is failing
Before changing settings, note the exact code and when it appears. Play a title that is not already downloaded, then try downloading a different title. Record whether streaming works, whether one or all titles fail, the device and operating-system versions, and whether the problem occurs on Wi-Fi, cellular data, or both.
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- Only one title fails: Check whether that title is available to download in your location and under your access type. Included Prime titles, rentals, purchases, and add-on-channel titles may have different availability or rights. Delete that title’s incomplete download entry before retrying.
- Every title fails but streaming works: Check storage, the download destination, app updates, and download settings first. This pattern is closest to the reported 4924 case, but it does not establish a single cause.
- Streaming and downloads both fail: Treat this as a broader app, account, device, or network problem and use the general checks below.
- You cannot sign in or register the device: Resolve that account state separately; deregistration is a later option if the app appears stuck.
Check that your device supports offline downloads
Amazon lists Fire tablets and the Prime Video app for iOS, Android, macOS, and Windows 10 and 11 as download environments. This does not establish support for every model or operating-system version, and it does not mean a desktop browser or ordinary smart-TV app can download titles. Check Amazon’s download guidance.
When asking for help or checking compatibility, have the device brand and model, operating-system version, Prime Video app version, title and access type, and storage destination ready. If you are using a smart TV, check the app’s capabilities on a supported phone, tablet, or computer rather than assuming the TV app offers offline downloads.
Try these fixes in order
- Remove the failed download. In Prime Video, open Downloads, find the incomplete title, and delete or cancel it. Then return to the title page. Avoid repeatedly tapping retry before clearing the failed entry. This first action is also described in an anecdotal Android workaround, not as an official Amazon fix. See the community-reported workaround.
- Force-close Prime Video and restart the device. On Android, swipe the app away from recent apps or use the device’s app settings to force-stop it; labels vary by manufacturer. On iPhone or iPad, swipe it away in the app switcher. Close it on a Fire tablet, Windows PC, or Mac using the device’s usual app controls. Amazon advises powering off the device, waiting at least 60 seconds, then turning it back on.
- Check free space and the save location. Make sure internal storage has room, remove incomplete downloads, and confirm any removable storage is mounted, recognized, and writable. If you use an SD card, switch temporarily to internal storage and retry. Amazon says Android and Windows users can choose a download location, but does not recommend USB-connected drives. Do not format a card as a troubleshooting shortcut; that can erase other files.
- Update Prime Video and the device. Check the device’s official app store for a Prime Video update, then check its system-update settings. Restart after installing updates. The relevant version depends on the device and region, so use the version offered to your device rather than relying on a version number from another platform.
- Test the network without assuming it is the cause. Try another Wi-Fi network or, if your plan and device allow it, cellular data or a mobile hotspot. Temporarily disable VPN or proxy services, pause large downloads and backups, and restart the router. Wait for its indicator lights to stabilize before retrying. Amazon includes network checks and disabling VPNs or proxies in its general troubleshooting advice; a successful test on another network is evidence for further diagnosis, not proof that the original network is defective.
- Check date and time. Set the device to automatic date and time and the correct time zone, then close and reopen Prime Video. Amazon notes that incorrect device time can interfere with authentication to streaming apps.
- Clear app cache only where the device provides that option. On many Android devices, Settings > Apps > Prime Video includes Storage and Clear cache; the names and path vary. Clear cache first. Clear data only if needed: it may sign you out and remove local downloads. iOS generally does not offer a universal separate cache-clearing control; offloading or reinstalling is the usual alternative. Clearing browser cookies applies only if the problem is browser-specific, not as a confirmed 4924 fix.
- Consider the Android Performance Improvement Mode workaround. Some Android users have reported success after deleting the failed download, opening Prime Video settings, choosing Streaming & Downloading, and turning Performance Improvement Mode off. Amazon does not document this as a 4924 fix; the option may be absent in your app version, and the report warns that downloads may be lower quality even when the quality setting is set higher. Treat it as optional and reversible, not guaranteed.
- Reinstall Prime Video if the earlier checks fail. Amazon lists uninstalling and reinstalling as a general troubleshooting step. First make sure you know the account credentials: reinstalling can remove downloaded titles and require you to sign in again. Install only from the device’s official app store, then test one title before starting a larger batch.
Choose the next step by symptom
One title will not download
Check the title’s availability and access type, then remove its incomplete download record and test another title. If other titles download, the evidence points to a title-specific issue rather than a general device failure; it does not by itself identify whether rights, metadata, or a local record is responsible.
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No titles download, but streaming works
Prioritize available storage, internal storage as the destination, app updates, and the app’s local data. If those checks do not help, test a second network and then consider reinstalling. A temporary download-service issue remains possible, but the code alone does not establish one.
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Use Amazon’s broader checks: restart the device and router, update the app and system software, verify date and time, disable VPNs or proxies, and try another title and network. These are general troubleshooting measures, not confirmed code-specific fixes.
The app appears stuck on account registration
As a later step, sign in to Prime Video on the web and open Account & Settings > Devices, then choose Deregister beside the affected device. You may need to register and sign in again. Amazon documents deregistration as a device-management option; it does not identify it as a 4924 remedy. Amazon’s device deregistration instructions.
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Contact Amazon if the error continues
If downloads still fail after these checks, use the official Prime Video Help Contact Us route rather than phone numbers posted on unofficial support pages. Include the exact code, device model, operating-system and app versions, title and access type, whether streaming works, which networks you tested, and the steps you have already tried. A screenshot of the error can help support distinguish a download failure from a playback or sign-in problem. Open Prime Video Help.
A factory reset should be a last resort, not a routine 4924 fix: Amazon warns that it removes account information and downloaded content from apps on the device. If support recommends one, back up anything important and understand what will be erased first.
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