Forum Discussion

tmowhat's avatar
tmowhat
Channel Surfer
3 years ago
Solved

HBO Max - Not Loading Black Screen 3 dots - Black Screen then Screen Saver

HBO Max is not working on my Roku TV for the past few weeks. I've tried uninstalling and reinstalling, signing out HBO of other devices, uninstalling and restarting, unplugging Roku, unplugging the modem, reconnecting the internet, uninstalling and reinstalling in a variety of combinations x 10+ times, restarting Roku multiple times, and finally factory reset the Roku, and I'm getting the same issue. It loads the HBO purple loading screen for 2 seconds, then a black screen with 3 rotating dots at the bottom for 3 seconds, then a black screen with no response, and eventually the Roku screen saver. If I press the back arrow there is no response, I have to press the home button to exit whatever this is. Can anyone help me? Thanks! 

  • RokuKariza-D's avatar
    RokuKariza-D
    3 years ago

    Hi tmowhat 

    We're sorry to hear about the issue you're experiencing.

    The channel developer themselves maintains channels on Roku. We suggest reaching out to HBO Max's customer support team to report the issue and get help. There's likely an issue within that specific channel that needs to be addressed with an update from them.

    You can contact them here: HBO Max | Help Center

    Thank you for your understanding.


    All the best,
    Kariza

  • tmowhat's avatar
    tmowhat
    3 years ago

    HBO didn't have a solution. They said they are working on it and have zero timeline on when it will be fixed. They said to keep updating the app and that's it. 

    BUT I DID GET HBO TO WORK VIA "GUEST MODE" VIA someone else's suggestion in this thread. Thank you for the temporary fix! 

    You can enter Guest Mode on your Roku device using the steps below:

    1. Press Home 
       

      on your Roku remote

    2. Scroll and select Settings
    3. Select System
    4. Select Guest Mode
    5. Select Enter Guest Mode
       
    6. Enter your PIN
    7. Select OK, and confirm
  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    Hi Community users,

    Thanks for the posts regarding the issue you are experiencing.

    Please be aware that this thread was originally in regards to the HBO Max channel on OS 11.5, which is now an outdated Roku OS.

    If you are still experiencing an issue with not loading the now Max channel and seeing a black screen and 3 dots, we would recommend searching the Roku Community for another thread related to the issue you are experiencing and if none exist, we invite you to create a new thread depicting the issue you are seeing. We would need the following information:

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
    • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
    • steps to reproduce the issue you are seeing 

    We look forward to investigating any issues that you may be experiencing. We will be closing this thread out.


    Thanks,
    Danny

65 Replies

Replies have been turned off for this discussion
  • tmowhat's avatar
    tmowhat
    Channel Surfer
    3 years ago

    HBO didn't have a solution. They said they are working on it and have zero timeline on when it will be fixed. They said to keep updating the app and that's it. 

    BUT I DID GET HBO TO WORK VIA "GUEST MODE" VIA someone else's suggestion in this thread. Thank you for the temporary fix! 

    You can enter Guest Mode on your Roku device using the steps below:

    1. Press Home 
       

      on your Roku remote

    2. Scroll and select Settings
    3. Select System
    4. Select Guest Mode
    5. Select Enter Guest Mode
       
    6. Enter your PIN
    7. Select OK, and confirm
    • Stardestroyer03's avatar
      Stardestroyer03
      Reel Rookie
      3 years ago

      tmowhat 

      I said that but the issue is that you have to sign in on everything again app wise which is a pain just to make one app work. I hope there is a different way to solve this issue that doesn't require to sign in all over again whenever I want to use HBO Max.

    • Mjrael's avatar
      Mjrael
      Reel Rookie
      3 years ago

      It does work on Guest mode on the same TV! Why won’t it work on normal mode.  Now I have to sign into guest mode for 1 channel.  Thanks for the solution, but this is wrong on TCL’s part. 

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Hi Makmak Mjrael, 

        Thanks for letting us know about the issue you are experiencing. 

        We apologize for the inconvenience this has caused you. As you can see that we are currently aware of the issue and our engineering team has been investigating this issue closely. We'd like to forward your details to the team as it will help us to know look into this further.

        Could you provide the requested information below:

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
        • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
        • steps to reproduce the issue you are seeing

        We prioritize resolving this as soon as possible, and we ask that you bear with us as we manage this issue.


        Regards, 
        Nimfa

  • MeloBr's avatar
    MeloBr
    Newbie
    3 years ago

    I'm facing the same problem. I've tried everything I could but yet not working.

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      3 years ago

      Hello MeloBr

      Thanks for reaching out.

      Could you tell us more about your concern? What are the troubleshooting steps you've tried? Are you also experiencing the issue on HBO Max? Please let us know. We'd like to know more about how we can help.

      We look forward to your response.


      All the best,
      Kariza

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    3 years ago

    Hi tmowhat 

    We're sorry to hear about the issue you're experiencing.

    The channel developer themselves maintains channels on Roku. We suggest reaching out to HBO Max's customer support team to report the issue and get help. There's likely an issue within that specific channel that needs to be addressed with an update from them.

    You can contact them here: HBO Max | Help Center

    Thank you for your understanding.


    All the best,
    Kariza

    • otter_sau's avatar
      otter_sau
      Newbie
      3 years ago

      Also facing the exact same issue with HBO Max. Logo shows up, then 3 dots for a sec and then a black screen that stays there forever. 

      1. Cleared Cache

      2. Reset to Factory Settings and re-installed everything

      3. Uninstalled and installed back the app. 

       

      Every other app works fine whereas HBO Max is not. Please advise exactly step-by-step how to fix. If you cannot please push an update to your software asap that fixes it

      • DeviceUser's avatar
        DeviceUser
        Reel Rookie
        3 years ago

        After trying everything on the Interwebs: Background, clearing cache, removing and re-adding, restarting network, even changing resolution, I found our solution. The account PW had changed some time ago and it must not have liked it. We had to log into HBO Max from a computer and have it log off all devices. Once we opened the app after that we could sign in and it was fixed. What a pain.

    • DeviceUser's avatar
      DeviceUser
      Reel Rookie
      3 years ago

      This is not really a solution; this is a redirection. I am having the same issue. On other devices, you can completely uninstall and clear cache so the app works again. In the case of Roku, I'm not sure that it ever actually uninstalls when you remove it from your channels. This may be an HBO issue, but it is also a Roku problem. I would expect Roku to be working with one of the largest providers of content that your device is purchased for.

    • tmowhat's avatar
      tmowhat
      Channel Surfer
      3 years ago

      They don't have a solution. They said they are working on it and have zero timeline on when it will be fixed. 

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi saturn2,

      Thanks for your first post in the Roku Community!

      We'd like to know more about the issue you are seeing. Would you mind giving us more details regarding the issue that occurs? Kindly provide us as well the details requested above. 

      Please let us know any additional information you may have that would be helpful for our team looks into this problem.


      Regards, 
      Nimfa

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Hi Community users,

        Thanks for your patience while we investigated the issue.

        At this time, we would recommend checking for a channel update and seeing if you are still experiencing an issue with loading content.

        You can check for a channel update by navigating to the channel on the Home screen and pressing the * button and selecting Check for updates.

        Please keep us posted what you find out and we will be more than happy to continue looking into the issue should the issue not be resolved. We look forward to hearing back from you.


        Thanks,
        Danny

  • Sonia07's avatar
    Sonia07
    Newbie
    3 years ago

    Mine is doin the same exact thing and it's weird because i made a new Roku account under a different email, downloaded the HBO max app and it worked but for some reason it work on my original account. It only shows the 3 little dots on the bottom then goes to a black screen like u said. 

  • Lu8's avatar
    Lu8
    Newbie
    3 years ago

    I tried everything throughout this feed. The only method that worked was first I signed into guest mode on Roku (instructions on this are in another post), and then I signed out of guest mode, this seemed to force all of my channels on Roku to make me sign-back in when I ended guest mode. That may alone have worked, but I did not try because also at the same time I did force sign-out of my HBO max account by this method which I read about in another post further in the discussion that apparently was from HBO (I am copying their instructions word for word here):

    force sign out:

    1. Open the HBO Max mobile app or go to HBOMax.com.
    2. Choose your profile (upper right).
    3. Choose the Settings icon 
       

      on your phone, or Settings on a computer.

    4. Tap or scroll to Devices and then choose Manage Devices (if available).
      Only Adult profiles can manage devices.
    5. Here you'll find a list of devices that have used your account.
    6. To sign out of:
      • One device: Choose X (besides the device).
      • All devices: Choose Sign All Devices Out.

    Note  Signing out of all devices can take up to 4 hours. If someone in your household is streaming something, they won't be signed out of HBO Max until the end of their show or movie. If you want, with your permission we can do the force sign-out on our end.

    Hope this helps someone else!

    • wnndflowrr's avatar
      wnndflowrr
      Newbie
      3 years ago

      i think everybody is having the same issue. so why are they still sending this default messages?? i know hbo max has to do something but has anyone heard from them? trying to watch young sheldon👎🏻

      • geezer78's avatar
        geezer78
        Binge Watcher
        3 years ago

        After a long chat with Roku trying every trouble shooting activity that I had already done, Roku support chat referred me to HBOMax support. There I was hooked up into another chat with a support person who asked me to do one thing that Roku had not asked. Clear the Roku cache. He said that was most essential. So he guided me through it step by step and after the Roku restarted I tried to enter the HBOMax  app again. Again failure. It was only then that he said that tech would fix the problem in some future update but for now, it wasn't ideal but that some users had found success with a factory reset of their Roku. I informed him that for only one app out of many on my ultra that wasn't working a factory reset was not worth the trouble. Moreover with HBO MAX about to possibly get screwed up anyway by becoming Max, I could afford a wait and see attitude and that I can still watch HBO Max on my computer for now. I believe a better solution to this problem will come along after HBO MAX becomes just MAX on April 23. Depending on what MAX is like, I may just drop the service all together.