Support

All titles undergo manual and automated reviews before a licensing decision is made and any errors found during this process can increase timelines significantly. Titles must adhere to the Content Policy Guidelines and Asset Requirements at all times.

We’ve compiled this list of common errors to help you resolve issues. If you receive an error listed below, view the solution for basic troubleshooting steps and ways to resolve the issue. Make sure to save and publish any changes to your title after the corrections have been made.

Note: Prime Video Direct is designed to be self-service. We’re unable to provide technical support for creating or formatting your files.

Rights errors

Title already live

This error appears when your title was previously published on Prime Video by another party. To continue, you must provide confirmation that you hold the publishing rights.

Caption errors

Captions — Consistently Out of Sync

This error indicates that your captions appear onscreen at least 2-3 seconds faster or slower than the dialogue or audio in your video. For example a character will speak and the captions don't appear until 2-3 seconds later, or captions appear onscreen, and then the character won't deliver the corresponding dialogue until 2-3 seconds later.

Captions — Gradually Become Out of Sync

This error indicates that your captions gradually drift out of sync with the dialogue or audio in your video. For example the captions appear correctly at first, but eventually appear onscreen 2-3 seconds faster or slower than the audio as the film progresses (usually around the midway point or later). This error is typically associated with the captions frame rate.

Captions File — Improperly formatted, Invalid or Missing Time Code

This error indicates that your captions file includes at least one improperly formatted time code. All time codes must use the "hh:mm:ss,mmm --> hh:mm:ss,mmm" format. This may also mean that there is an invalid space between an SRT box number or time code and the associated caption or text below it.

Captions — Language Inaccurately Selected

This error indicates that the captions file contains a language other than the language selected in your video assets tab. Caption files must be in the same language selected on the portal (e.g., if you select German as the captions language, you captions file must be in German).

Captions — Spoken Dialogue Not Captioned

This error indicates segments of spoken dialogue aren't captioned. All spoken dialogue must be captioned verbatim throughout your video.

Captions — Music Not Captioned with Lyrics

This error indicates the music in your video isn't properly captioned. All music, (including background music) should be captioned with lyrics.

Captions File — First Time Code After 59 Minutes

This error indicates your caption file's first timestamp entry exceeds 59 minutes after the video begins and creates a bad viewing experience. Please submit a new file. All timed text assets must start with zero-hour time code (i.e. 00:00:00). Assets that don’t adhere to this won’t display at the correct time. For example, files that have a one-hour offset won’t display text until one hour into the video’s run time.

Mezzanine file errors

Mezzanine File — Mezzanine Failed

This error usually indicates that the video file is stuck within our internal systems. This may also indicate that there is a formatting issue which needs to be corrected (like an incorrect frame rate, incompatible codec, etc.).

Mezzanine File — Mismatched Audio/Video Duration

This error indicates the source file contains video and audio streams that have durations that differ by more than 2 seconds. This can occur if your audio/video streams are offset at the beginning of your mezzanine file (i.e. if the audio starts 2 seconds after the video file starts).

Mezzanine File — Audio Issue

This error usually indicates that the audio is unintentionally soft, condensed, extended, or otherwise distorted (sometimes made evident by the timing of the captions). This may also mean that the audio is poorly dubbed to the point where both languages are present making it difficult to understand.

Mezzanine File — Language Inaccurately Selected

This error indicates that the majority of the audio contained in the mezzanine doesn't match the language selected in the Prime Video Direct portal.

Mezzanine File — Contains URL/External Link

This error indicates the mezzanine contains a URL that might take the viewer away from the Prime Video experience. URLs that don’t take the viewer away from the Prime Video experience will also be flagged.

Mezzanine File — Watermark/Logo

This error indicates your mezzanine contains persisting (or recurring) digitally overlaid graphics, visual elements added or embedded in the video that aren't integral to the content and/or are intended to brand the content (the most common examples are company logos and interview/news graphics).

Mezzanine File — Episodic Inconsistencies

This error usually indicates that your episodes are out of order or that you may have used the same mezzanine file for multiple episodes.

Mezzanine File — Silent Channel

This error indicates that one or more of the FRONT_LEFT, FRONT_RIGHT, or CENTER channels in the mezzanine surround mix are silent. Note: Missing the Dialog or Music&Effects track creates a bad viewing experience.

Mezzanine File — Skipped or Repeated Frames

This error indicates that your mezzanine appears to be incomplete, abruptly cut short, or contains repeated frames.

Mezzanine File — Video Contains Test Pattern or Placeholder Frames

This error usually indicates that your video includes test patterns or placeholder frames. Some examples include extended black screens at the beginning or end of a film, a set of calibrated color bars, "dot landings," or a countdown reel that may appear at the beginning of your title.

Mezzanine File — Unsupported Functionality

This error indicates that your video contains references to functionality or calls to action that are unsupported in the Prime Video application (e.g. subscribe, like this video, leave a comment, click here, etc.). This also includes images containing a button that is meant to be clicked or tapped

Mezzanine File — Incompatible Codec

This error means that your mezzanine file's extension is incompatible with the video codec. Make sure .mov files have a ProRes 422 HQ video codec and .mp4, .m2t and .TS files have an AVC or H.264 video codec.

Mezzanine File — Video Track Missing

This error indicates that your mezzanine file contains no or multiple video tracks. The video mezzanine file must contain only one video track.

Mezzanine File — Invalid Audio Channels

This error indicates that your mezzanine file contains an invalid number of audio channels which doesn't meet Prime Video Direct requirements. Source files must contain 1, 2, 4, 6, or 8 audio channels. Please submit a new file.

Mezzanine File — Invalid Aspect Ratio

This error indicates that your mezzanine file's aspect ratio is invalid. An aspect ratio of 4:3, 5:3, 16:9, 1.85:1, 2:1, 2.2:1, 2.35:1, or 2.4:1 is required.

Mezzanine File — Invalid Frame Rate

This error indicates that your mezzanine file's video frame rate is invalid. A frame rate of 23.976, 24.0, 25.0, 29.97, 30.0, 48.0, 50.0, 59.94 or 60.0 fps is required.

Graphic asset errors

Graphic Assets — Padded Images

This error indicates that at least one of your graphic assets uses a border or bars to force the image into size specifications. Padding can have regular or irregular borders or background images and an image will be considered padded if there are borders on any one or all sides (e.g., black/white bars at the top, bottom, left, or right of the image).

Graphic Assets — Stretched or Narrowed Images

This error indicates that at least one of your graphic assets is stretched or narrowed to fit size/aspect ratio specifications. Don't stretch/skew/distort art to create another asset. New images must be created for each piece of key art 16:9, 4:3, 3:4, and so on.

Graphic Assets — Title Name Not Displayed on Key Art

This error indicates that the exact title name you entered in the catalog listing tab isn't displayed on your graphic assets, or that the title name on the graphic assets is blurry or pixelated.

Graphic Assets — Unsupported Interactive Functionality Displayed on Images

This error indicates that your graphic assets contain references to interactive functionality or calls to action that are unsupported in the Prime Video application (e.g., Subscribe, like this video, leave a comment, click here to… etc.). This also includes images containing a button that is meant to be clicked or tapped.

Graphic Assets — Delivery Platform Displayed on Images

This error indicates that at least one of your graphic assets displays a delivery platform (e.g., Apple TV, Kindle, Smart TV, DVD, VHS, Blu-Ray). This may also mean that you submitted a cover image that was originally intended as a DVD cover. Note: DVD Cover is sometimes used in the 16x9 cover image in error and appears to be made up of two distinct panels, usually separated by a spine.

Metadata errors

Title Metadata Language — Language Inaccurately Selected

This indicates that the metadata you entered doesn't match the metadata language you selected when creating the title entry. For example, if you selected German metadata language, your title and Synopsis need to be written in German; if you selected English, your metadata needs to be English, and if you selected Japanese, your metadata needs to be Japanese characters and so on.

Rating — Inaccurate or Rating — Invalid (includes user selected or official ratings)

This error indicates that you selected an invalid official rating when your title isn't officially rated or it may indicate that you have selected an inappropriate rating (too high or too low) based on the video content.

Category — Inaccurate

This error indicates your title doesn't match the category you selected. The proper category is often determined by your title's duration. Movies must be a full length standalone motion picture with a runtime of at least 40 minutes, and standard TV shows have a run time of at least 20 minutes. Anything under 10 minutes must be labeled Clip by default.

Synopsis — Inappropriate Capitalization

This error indicates that your Synopsis includes non-standard capitalization or all caps.

Synopsis — Nonstandard Characters

This error indicates there are non-standard characters in your Synopsis, like symbols or emojis. It may also indicate that you used the "tab" or "enter" key, which isn't allowed.

Synopsis — Repetitive Punctuation or Inappropriate Text Characters

This error indicates that there are repetitive punctuation marks or text characters within the Synopsis (e.g., ellipses, repetitive text, or emojis).

Title Name — Inappropriate Capitalization

This error indicates that your Title Name includes non-standard capitalization or all caps.

Title Name — Nonstandard Characters

This error indicates that your Title Name includes non-standard characters (like symbols or emojis).

Title Name — Offensive Content

This error indicates that your title includes offensive content. Titles can’t contain any reference to offensive content or offensive language (including curse words, slurs, etc.

Content Policy Guidelines errors

Content Policy Guidelines Violation — Duplicate Content

The error indicates that the mezzanine file for the title you're attempting to publish matches the mezzanine file for a title you've published or attempted to publish in the past. We don't accept multiple entries for the same title within one region, and please refrain from submitting any episodic content as a standalone or vice versa.

Content Policy Guidelines Violation — Brand Misuse

This error indicates that your title includes branded products which may confuse or disappoint customers. Prime Video Direct doesn't accept titles that consist of people playing with branded products or opening mystery packs, nor do we accept titles that create or utilize a storyline with a branded product or famous characters.