S9 ultra unable to play UHD on amazon prime video

[Ron77]

Does anybody know what's happening with samsung? I'm unable to play UHD videos on prime video. Tried resetting and Uninstalling the app. Internet speed is 1.5gbps. I believe it's the Samsung issue coz my other devices can play the same video on UHD.

[Helenna]

Hi, I request you to please perform Safe Mode on the device and check the issue again.

To enter Safe Mode, please perform the following: First, completely power off the phone.

Then, power on the phone and when the Samsung logo appears, press and hold down the Volume down key.

If done correctly, "Safe Mode" will display on the bottom left corner of the screen. If "Safe Mode" does not appear, repeat the steps above.

Once you are in Safe Mode, you can remove the third-party app that is causing issues on your phone.

To exit Safe Mode, simply restart your phone and it will reboot normally.

Important:

When you exit Safe Mode, some of your customization options (wallpapers, themes, etc.) may be reset to default.

[Ron77]

Thank you 😊

[Helenna]

Hi, can you please let us know that have you tried the above steps? Is your issue resolved?