How to Fix Freevee or Prime Video Error Code ITV-1003 or ITV-2002

Have you ever tried to watch your favorite show on Freevee (formerly IMDB TV) or Amazon Prime Video app, only to be greeted by an annoying error message with a cryptic code like ITV-1003 or ITV-2002? These error codes mean something has gone wrong when trying to play video content from Amazon’s streaming services.

Troubleshooting and Fixing Freevee or Amazon Prime Video App Error Code ITV-1003 or ITV-2002 when Streaming Content

Photo credit by Onder Ortel

But don’t panic! In this post, we’ll walk you through the most common fixes for error codes ITV-1003 and ITV-2002 on Freevee and Prime Video.

Verify Your Internet Connection

The first thing to check is your internet connection. Streaming video requires a relatively fast and stable internet connection. Glitchy Wi-Fi, slow speeds, or using mobile data can all trigger playback errors.

Here are a few things to try:

  • Restart your Wi-Fi router and modem. This refreshes the connection.
  • Connect your device directly to the router with an ethernet cable. This provides the most reliable connection.
  • If on mobile data, switch to a Wi-Fi network if available. Cellular connections can be spotty.
  • Test your internet speeds to confirm you meet the minimum requirements for streaming.
  • Try moving your device closer to the router if the Wi-Fi signal is weak.

Checking your network first eliminates this as the potential culprit.

Update Your DNS Settings

DNS (Domain Name System) settings help your device properly connect to internet servers. Incorrect or outdated DNS settings can prevent connecting to Amazon’s video servers. 

Updating your DNS settings is easy:

  • On your streaming device, look for DNS settings under Network or Internet options.
  • Switch the DNS server to (Google) or (Cloudflare).
  • Save the settings and restart your device.

With boosted DNS routing, those error codes may disappear.

Deactivate Any VPN or Proxy Service

Do you use a Virtual Private Network (VPN) or proxy service? These services route your internet traffic through intermediate servers, which can break connectivity to streaming video servers. 

To rule out conflicts, temporarily disable any active VPN or proxy services on your device. Streaming video should work normally without proxies diverting your connection.

Power Cycle Your Streaming Device

Simple restarting your streaming device forces it to clear any software glitches or memory issues. 

Follow these steps depending on your device:

  • Fire TV: Unplug the power cord for 10-15 seconds, then plug back in.
  • Roku: Go to Settings > System > Power > Restart.
  • Apple TV: Hold down Menu and Volume Down simultaneously for six seconds.
  • Smart TV: Locate the restart option in your TV’s settings menu.

Allow a minute or two after restarting for the device to fully reboot before trying to stream again.

Switch Your DNS Provider

In some cases, the specific DNS provider can trigger problems with video streaming if it has connectivity issues reaching certain services and servers. 

Popular DNS providers like Google DNS or AdGuard DNS work for most, but can fail for some. Luckily, switching DNS providers is easy:

  • Find the DNS settings on your router and device.
  • Try a different public DNS option like Cloudflare ( or DNS.WATCH (
  • You can also use your ISP’s default DNS servers.
  • Save settings and restart devices to apply the DNS change.

If another DNS provider connects better, the error codes should disappear.

Check HDMI Cable Compatibility

When streaming on an external TV or display, the HDMI cable connecting your streaming device matters. Use an HDMI cable compatible with your video resolution:

  • HD video requires an HDMI cable compatible with HDCP 1.4.
  • 4K and HDR video requires HDCP 2.2 compatibility.

Cables without proper HDCP support will trigger playback errors. Swap your HDMI cable for one that meets HDCP requirements. Also check the connected port on your TV supports HDCP.

Contact Customer Support

If you still get error ITV-1003 or ITV-2002 after trying these troubleshooting tips, your last resort is contacting customer support:

  • Freevee: Contact Amazon Prime Video support.
  • Prime Video: Use Amazon Prime Video support options.

Describe the error codes you’re seeing along with the troubleshooting steps attempted. Customer support can further diagnose potential device, network, or account issues.

Hope this helps! Let us know if you have any other questions. Happy streaming!

David Porter
David Porter
David is prolific writer and full-time Digital Nomad who loves to follow the recent technology updates on streaming. In his free time, he loves surfing and travel.



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