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Amazon your amazon user and password are correct, but additional validation is necessary

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Chris Kitchens
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Hello,

I have opened a ticket on this, but haven't heard any resolution on this. Internet searches have provided some info on this problem, however, the solution was that Playon came out with a version update...well I have now upgraded twice, and getting this issue. When I try to browse Amazon Videos I get a message box "your amazon user and password are correct, but additional validation is necessary" and when I go to the website, there is no questions to answer. Any additional help would be appreciated.

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105 comments

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    PlayOn Support (Skip) Official comment

    For those of you impacted by the frustrating Amazon error code 11 issue...while we work on a permanent solution, we do have a workaround which should help.

     

    • On a computer, navigate to Amazon.com and log in.
    • Navigate to Your Account settings
    • Click on Login and Security
    • Click on the Edit button next to Advanced Security Settings
    • Click on the Get Started button and follow the steps to enable 2 step verification -- Be sure to choose to Remember Devices

    ---------------

    • Now open the PlayOn Cloud app, tap on Settings and then Channel Settings.
    • Select the Amazon channel and try to login -- it will fail -- cancel out of the error dialog AND x out of the login screen as a whole
    • Wait for a code to be sent you by Amazon
    • Open the PlayOn Cloud app and navigate back to the Amazon channel login -- this time add the code you were sent to the end of your password. So, for example, if your password was playon and the code you were sent was 123456, you should use playon123456 as your password.

     

     

     

  • 1
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    ed chmiel

    Same issue. Please fix!!!

  • 0
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    Michael Kutch

    Same issue.Waiting for a fix

  • 0
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    Brad

    I get this message now that I've enabled two-factor authentication on my Amazon account. I think I enabled it a few weeks ago.

     

    I follow the directions, but there are no additional security prompts when I login via MS Edge. I am presented with the additional page to enter my two factor code, I check "remember this device" but then nothing changes after that.

  • 0
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    Brad

    I disabled two-factor on my amazon account and sure enough, the amazon channel on playon is working again.

    So, my thinking is, does Playon use IE/Edge for authentication? on that token, shouldn't "remember this device" resolve that.

    Or will Playon have to add a two-factor auth prompt like it prompts in the browser, or the Amazon kindle client.

    Or will Amazon need to add one time passwords like iCloud, Pobox, Google, etc.

  • 0
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    Ozone

    I can confirm that PlayOn uses IE/Edge for login verification (don't have 2FA on because of PlayOn). I was experiencing a similar issue recently where I kept getting verification emails from Amazon and couldn't figure out why until I thought about why PlayOn was no longer showing my Prime videos. Read this thread and logged into Amazon with Edge, received an email with a verification code, verified, and now my Amazon video is working again.

    Brad, can you confirm that 2FA works using this method with PlayOn?

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    Nathan Peeples

    I have the same issue and have tried logging in on both Edge and IE telling amazon to not ask for a code after the first logon. Both browsers now login without a rolling code and playon still wont work with it.

    Running Windows 10 Pro 64bit. Running Playon 4.3.3.18381

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    Michael

    I'm having this same problem.  I can log in with Edge or Chrome, but not PlayOn.

  • 1
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    Daniel Berger

    Same issue. I can't access Amazon Video through PlayOn. I do NOT have 2FI. I put in an Amazon Video PIN.

    I'm getting "Please revalidate Amazon Video login in PlayOn Settings." I have done this several times. No joy.

  • 0
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    Al Kramer

    Same issue.... Why hasn't a Playon  tech responded here??  How many comments with the same story to we need??

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    Joshua St. John

    same issue here and I have 2AF turned off

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    Joe Doherty

    I'm also having the same issue. Amazon was the entire reason I purchased this software. Some clarity would be nice.

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    Bob

    Is there a solution?  Stuck in an endless loop of test, check Amazon settings, no questions to answer, test...

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    Joe Doherty

    Not sure what the difference was, but I tried to record the same Amazon video yesterday evening and it worked fine without any prompt for revalidation.

  • 3
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    Tim Pritt

    I am having same problem and had some success last week downloading video's  and then all of a sudden gone again. Cannot log in to Amazon with PlayOn all though the Edge is working with total access. Also last night for the first time I had another login query from Amazon for entering the numbers/letters from a picture that I have never seen before. It seems that the tie up between the Edge and PlayOn for authentication is very flakey Perhaps Amazon trying to make it difficult for PlayOn.

    What I do know is that PlayOn are ignoring my please for help and have not responded to this list.

    Come on PlayOn, please give us a clue to whats going on.

  • 0
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    Steven Jorgensen

    I'm not even getting the extra validation thing anymore, it's just giving me errors for my amazon subscriptions, saying invalid login, and emails a couple of times a day from amazon with validation codes I can't enter anywhere.  Being able to use this on Amazon was one of the primary reasons I bought this.  Will there be a fix sometime soon?

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    Tim Pritt

    Still having the same problem as Steven J. (above). With the VPN's I am using, Hotspot Shield & tigerVPN, I can use the Edge to access Amazon.com without the need for any verification from Amazon.com from the United Kingdom. However, as soon as I try to access Amazon.com for my Prime Video's through PlayOn it says 'Invalid Login' and I am sent validation codes from Amazon and cannot use PlayOn at all. I have spoken via email with PlayOn support and I believe they are working on something to fix this but nothing yet(?)

    Has anyone been able to use PlayOn with success with other VPN's that do not make using PlayOn flakey with Amazon.com. Just want to eliminate possible problems, such as the VPN.

    Please let me know, thanks.

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    Ryan Miles

    Same issue here, verified 2FA is off.

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    Terri Waddell

    Release notes say new build 4.3.18.19005 fixes Amazon among others, but I'm now completely locked out when trying to record from Prime.  Previously I'd be able to download a couple of short show episodes before it died, now I cannot get in at all.  Monday I actually had a great day and downloaded numerous episodes before it stopped working.  I got one or two episodes very early Tuesday morning and nothing since then, so I want really want to go back to the previous build because it seems like that one at least sometimes worked.  Maybe my list of what I've tried will help:

    - Tried uninstalling and wiping everything PlayOn-related that I could find on the computer and in the registry, then reinstalling.  No luck.

    - Tried changing email and password on Amazon, then on PlayOn, no luck.

    - Tried setting IE back to my default browser, then going through the re-login/validate mess.  Only one time today did I actually get the screen where they email me a code and I have to put it in.  Doing so did not fix this, and I cannot fathom why I only get that code once in a while, not every time.

    Note that Prime video runs just fine when I watch it from my browser, so it's not a Silverlight issue.

    - My virus/firewall is Norton and it's set to properly allow the software the access it requested

    - Tried many combinations of starting/stopping the server, etc, no luck there.

    Submitted a ticket the other day and replied to the questions but have heard nothing more.  I think the most annoying thing is that it was flaky before but would eventually download; now it does NOTHING on Amazon.  I can't even get in to view my watch list now. 

    PlayOn tech folks, please fix soon!  My channel subscription is about to run out and I don't want to keep paying for it if this software doesn't work!

  • 0
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    Heather T

    Same issue here..no two-factor identification, firewalls checked...nada.  Please, please, please fix this.

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    Steven Jorgensen

    So an update on my issue. I put in an actual ticket with them, and after several messages back and forth, it kind of works.

    If you run into the issue with the extra authentication thing, go to setup, shutdown the server, then start it up again, pressing alt and shift buttons while you click the run button.  This brings up a browser as the server starts up.  If you login to amazon in this browser, and tell it to remember you, things work for a while for me.

    I say kind of works, because I have one computer (my primary recording machine) that refuses to record amazon at all, and an older one I installed the software on to try debugging that works sometimes, which is what I use now to record all amazon shows.  More often then not, I get the stupid error that they need extra steps again, but eventually I can record things from Amazon if I'm patient enough.

    I am running the latest version where things are supposedly fixed, but I still have to fight to get both amazon and hulu to work correctly.

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    Curt Bowen

    Thanks Steven, that fixed it at least for the time being for me

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    Felix Vigo

    Steven I was able to get PlayOn to finally work with Amazon on my end by stopping the service and pressing/holding the shift key and then starting the service. No browser came up for me using the method you mentioned however very glad I can record again and watch the content I want to offline on my device.

    Felix

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    Steven Jorgensen

    you have to hold alt and shift together to get the browser.

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    J

    So just some info on my experience with this, I too have 2FA turned on for my amazon account which breaks playon access.... after some useless support assistance I did some additional investigation and I've discovered this article:

    >> https://www.amazon.com/gp/help/customer/display.html?nodeId=201962400

    Referencing this article I discovered, that you can append your 2FA code to the end of your password in the server config for your amazon account ( DO NOT CLICK TEST - as this uses your 2FA code and thus invalidates it) then click OK. You'll have access to the Amazon Channel for as long as your Playon Server is up. It's a bit of a work around but it's given me access at last! You'll likely need to update your password with a new code whenever you restart your playon server, or your session becomes invalid whichever occurs first

    Hope that helps some people

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    Scott Glenn

    I installed version 4.3.20 last night. So far the problem is fixed.

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    Chubbs

    I installed 4.3.21 - still broken. Guess I'll open a ticket. Stunned PlayOn has not posted on this thread. What's wrong with you (PlayOn Support) guys? Do prefer a thousand one-off's instead of posting a solution here? Scratching my head.

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    PlayOn Support (Skip)

    Hi all - we're not ignoring you, but we're unable to troubleshoot here in this thread because the problem is impacting specific accounts.

    There is a general issue with 2 step authentication.  The Amazon channel in PlayOn Desktop and PlayOn Cloud does not support 2 step. 

    However, some folks are being flagged by Amazon for additional validation even when 2 step isn't enabled.  That's what's causing the issue for some.  The best thing to do is to submit a support ticket so we can work with you one on one as those instances are account specific.

    We are working on a solution to address these issues.

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    Chubbs

    Thanks, Skip!

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    Lois

    I'm getting a different Amazon issue: Recordings (generally) start, but don't complete. I'm not seeing any additional logins requested. At first, I thought it was a Silverlight problem, since when I ran using visible.mmt I got a Silverlight error. However, I updated Silverlight and am still having the problem. It had been working not too long ago, but isn't working now.

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