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

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.

105 comments

  • Avatar
    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.

     

     

     

  • 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.

  • 3
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    Steve Mol

    This feature has NEVER worked for me. 

    I've followed the instructions given many times, both those found in this forum and given to me by support personnel.  It simply doesn't work.  Ever.

    Buying PlayOn was a dumb mistake.

  • 3
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    Stefan Stastny

    I have the same problem and the same result as Steve Mol.

     

    IT STILL DOES NOT WORK!!!!!

  • 3
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    Cobnebbemawr

    Still not fixed. Even tried on a new machine with a clean image. Furthermore noticed the error message is incorrect as it will take any value for username and password and tell you it's correct. This is ridiculous that this issue has gone unresolved for so long.

     

  • 2
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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

  • 2
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    Yennefer

    Happy not-working-anniversary! 

    I thought "wow it's been a long time since I recorded the last movie on amazon" and yes, my mailbox says, that I have that problem since September 2017! 
    The only channels I (can) use are Amazon and Netflix and now I can't use one of them for years or maybe never again?

  • 2
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    Bill Batty Jr

    Same issue here. I have a recording from 2016 from Amazon, so it worked once at least. Tried tonight, and got the 502 error, so came here looking for answers. I guess I shan't be getting one, no?

  • 1
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    ed chmiel

    Same issue. Please fix!!!

  • 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.

  • 1
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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.

  • 1
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    Brian McGraw

    Just ran into this issue for the first time.  Opened up a support ticket - Version 4.3.25.19251 

  • 1
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    Michael Luong

    I was able to resolve by doing the following:

     

    1) Log into Amazon via your browser

    2) Set up 2 step authentication as described above

    3) Save and exit out of your Amazon account

    4) Log back into Amazon in your browser - you should get a text message (if that is your default device for authentication code)

    5) Log in with the code and select the option to remember this device

    6) Open PlayOn settings

    7) Enter your amazon username / password and click on test connection button - you should get a code

    8) Append your password with the code as described above - your credentials should be accepted

    9) Open browser, log into Amazon and turn off 2-factor authentication

    10) Go to PlayOn Settings - stop server

    11) Go to PlayOn Settings and enter your username and password (without the confirmation code. Normal username & password)

    12) Click on Apply

    13 ) Start PlayOn server

    14) Go to PlayOn Settings - test your amazon credentials - should be accepted

    15) Go to your Amazon Channel in PlayOn and it should now work

     

    Hope this works for others and good luck!

  • 1
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    Bobby Crabtree

    Wanted to update my problem. The process that Michael Luong described above just worked for me. The only thing that I had to do was update my version of Playon to the latest and greatest. When I had tried with my previous version, it would not send me a code in step 7. When I updated to version 4.3.73.20909, the steps described by Michael worked. I am back online with Amazon Video. Thanks Michael.

  • 1
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    Kevin Baugh

    Same exact problem

  • 1
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    Nruhmann78

    Same problem...what the hell did I pay for a lifetime license for something that doesn't work....and seemingly has been unable to make work for over a year now.  Maybe you should PULL the product from the market.

  • 1
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    PlayOn Support (Skip)

    Hi All -- we released an update a few minutes ago.  Please download and install the latest version -- www.playon.tv/getplayon

    After installing the update, repeat the login process for Amazon and the issue should be corrected.  This issue didn't appear to be impacting all Amazon accounts in the same way (2 of our 5 test accounts didn't exhibit the problem behavior at all). If, after updating, you're still experiencing an issue please send in a support request using the support button in PlayOn Settings so we can review logs.

     

     

  • 1
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    Chuck Lovelace

    Is anyone else experience this issue today?  It has worked fine until this weekend and now I cannot login to Amazon.

  • 1
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    Matthew Buchman (SysAdminOfADown)

    Having this issue still.

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    Matt Landseadel

    On 2/18/20, I submitted a support ticket:
    > AOL Prime channel is not working. When I press the Test button in Settings, it says my login info is right, but it needs additional permission. Error 502. I had this problem back in August 2019, but an update on 08/02 fixed it. It's back now. I have tried it by turning on and off Amazon's OTP with no change to Playon.

    > Bill from PlayOn replied: I'm happy to help. We've been able to reproduce this issue and our developers are working on a fix. We hope to have an update available very soon.

    > 2/23/20 - still having problem...

  • 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?

  • 0
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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

  • 0
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    Michael

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

  • 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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