General Troubleshooting
This page contains common issues integrating with the Fire TV Integration SDK.
- SDK logs are not generating on the device
- App is calling the SDK and generating SDK logs but no content appears in the Continue Watching Row
- The data integration service is not being called by the Fire TV system
- The SDK feature check is returning true but the device is not showing the Continue Watching Row
- The Continue Watching Row is not working as expected
SDK logs are not generating on the device
- Device is not supported
- Make sure you are using a supported device. Check with your Amazon contact for a list of device types currently supported.
- Device software is outdated
- If you are using a supported device, make sure that you have installed the latest software. Navigate to Settings > My Fire TV > About and then click Check for Updates.
- Artifact not included in app correctly
- If you are using a supported device and have the latest software, double check that you have the artifact included in your app correctly. For additional details, see Include the SDK in your app.
App is calling the SDK and generating SDK logs but no content appears in the Continue Watching Row
- Checkpoint #1 - Confirm feature is enabled
- Validate that your CustomerID is enabled for the Content Personalization feature by navigating to Settings > Preferences > Privacy Settings > Manage Sharing from Apps. If the Manage Sharing from Apps option is missing, contact your Amazon contact and provide your CustomerID and DSN.
Expected menu items under Settings > Preferences > Privacy Settings - Checkpoint #2 - Confirm your app is allowlisted
- Confirm that your app is allowlisted by navigating to Settings > Preferences > Privacy Settings > Manage Sharing from Apps > Manage by App. If your app is not included:
- Make sure your app is installed on the device, this list only shows installed apps.
- Select Sync Amazon Content and wait up to 15 minutes before checking the list again.
- If the app is still missing from the list, reach out to your Amazon contact and provide your CustomerID, DSN, and the package name you are using for development.
Your app should appear in this list under Settings > Preferences > Privacy Settings > Manage Sharing from Apps > Manage By App - Checkpoint #3 - Confirm the feature is turned on
- Once you have confirmed your app is allowlisted, make sure you have enabled the feature by navigating to Settings > Preferences > Privacy Settings > Manage Sharing from Apps and setting the Share App Viewing and Content Info feature to ON.
Share App Viewing and Content Info should be set to ON - I still can’t find my app
- Confirm that you have met all of the following:
- are using a supported device with all of the latest updates
- have completed up to Get Started with the Fire TV Integration SDK - Step 4
- have confirmed feature enablement and app allowlisting in Checkpoint #3
- have confirmed that you are using a CDF ID that appears in your catalog file
If you’re still unable to see content appear in the Continue Watching Row, report a bug through your Amazon contact.
The data integration service is not being called by the Fire TV system
This capability has not yet been enabled but you must implement this as part of the integration. Amazon will validate the implementation internally.
The SDK feature check is returning true but the device is not showing the Continue Watching Row
Some devices may be capable of loading the SDK library but are not fully supported yet for the Continue Watching experience. The feature check only indicates if the library is available and does not guarantee feature availability. We recommend you still include calls to the SDK on device as these devices may be supported in the future. Your Amazon contact can share the list of current devices supporting the Continue Watching Feature.
The Continue Watching Row is not working as expected
See Troubleshooting.
Last updated: Jan 24, 2024