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

Yes I’ve tried all three. 

Hi Stardestroyer03 MaineO,

Thanks for providing all the information we requested related to the playback issue with HBO Max and we're sorry for the inconvenience this has caused.

We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to update this Community thread.

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


Best regards,
Mary

It occured at the beginning of this year and yes I have tried everything you just mentioned. It doesn't work

I’ve tried every step suggested. So far the only way the HBO Max app will work is when the Roku device is on guest mode. All three of my devices that use two different accounts are the same way. Seems like a Roku issue, not a HBO max developer issue. 

Hello tmowhat

Thanks for reaching out here in the Community!

We'd like to gather more information about the issue you're running into. A few questions here to better understand what you're experiencing:

1. Does the issue only occur on HBO channel or all channels on your Roku device?
2. What troubleshooting steps have you taken so far to try to resolve the issue? Have you removed the channel, restart the device then add the channel back? Note: Please make sure to restart your Roku device after removing the channel and before adding the channel back to ensure the process is successful.
3. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?

We recommend starting here to troubleshoot any channel playback issues: How to resolve a channel playback issue | Official Roku Support

Please keep us posted and we'll continue assisting you from there.

 

Best regards,
Karla

• It only happens with HBO Max
• We have done all the steps to remove the app. Including from memory of the app but unplugging the TV for 15 seconds after removing the app.
• It's just a black screen when the app opens up and it is on the black screen for hours not changing. However when you place the TV into guest mode it works just fine which is weird.

Same issue. Have tried all listed fixes even those posted about this same issue from 2 years ago. Restarted app deleted app. Everything. Just black screen and dots. Also my TV is stuck in headphone mode. Has been stuck like this for months. But I can’t hear anything if I plug headphones into tv. I had to download Roku remote app and play all sound through my phone. Please fix.

Model: C142X-Roku TV

serial number x00000268204 (s02y21168204)

software version: 11.5.0 build 4312-93

timestamp: 2023-3-19 T15:32:17Z

Please use Id 04-111-812 to report the issue 

Hi Stardestroyer03 MaineO,

Thanks for the post.

We're sorry to hear about the channel playback issue you are experiencing with HBO Max and thanks for letting us know what you've done to try to resolve this issue.

We want to make sure that we can get this resolved as soon as possible. A few questions here to better understand what you're experiencing:

1. When did this issue first start occurring?
2. When removing a channel, have you made sure to restart your Roku device before adding the channel back again to ensure a clean channel install?
3. Have you tried to remove the channel, update the Roku device by going to Settings > System > System update > Check now, restart your Roku device, and add back the channel.

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

Hi Community users,

Thank you for reporting this issue to Roku Community!

We are currently aware and our engineering team has been investigating the issue with HBO Max showing a black screen and 3 dots when loading.

In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

• 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

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.


Best regards,
Mary

this is also happening to me. i have a roku 3.  only hbo max app is affected. loads the hbo max splash screen then 3 dots, then black screen. doesnt get to the profiles. i am at the most recent roku OS and most recent hbo max app.   i can log into hbo max from a web browser fine but not roku..

Hi PrimaNocta,

Thanks for your first post in the Roku Community!

We appreciate you letting us know about the channel playback issue with HBO Max and we apologized for the inconvenience this has caused.

Please be advised that we are currently aware of the issue and our appropriate team is working diligently to resolve the issue. Rest assured once more information is available I'll be sure to update this Community thread.

In the meantime, kindly provide the necessary information I requested from my post above.

Please keep us posted with the details. We appreciate your patience while we manage this issue.


Best regards,
Mary

Same issue with hbo. Been a couple months now. Purple splash screen - 3 dots - black screen —-unresponsive other than the home button. It’s up to date. 

have uninstalled and reinstalled many times  restarted  etc  

really frustrating. 

using roku steaming stick +

I agree.  This must be a Roku issue if I can play it on Guest Mode. I’m happy that Roku has a ton of niche channels, but I mainly watch a few and HBO Max is one.  I don’t want to have to look for an alternative streaming device, I just want this fixed.

I’m having the same issue as of last night. No problems in the past. I have the Roku streaming stick. HBO Max is working on every other tv and stuck in the house just suddenly not on this one. It is the only channel stuck on a black screen when it starts to load. This is a ROKU issue. Please find the correction to this problem

Hi MoonChild007,

Welcome to the Roku Community!

We understand that you are facing an issue with playing content on HBO Max and we're sorry if you are having an issue.

We recommend performing the below steps and see if you can resolve the issue:

1. Remove the channel from the Roku device
2. Power cycle the Roku device, by disconnecting it from the power cable and reconnecting the device back to the power
3. Re-add the channel back to the Roku device

One additional suggestion we would like for you to try checking for any system updates in Settings > System > System update > Check now. and see if you notice any difference.

If this issue is not resolved, please help us with the additional information provided below that would be helpful for our team to look into this problem.


Best regards,
Mary

I know that I posted the following somewhere but it may have been on Reddit. So everything you've suggested I've done.....twice. The first time on my own and the second time in a chat with a Roku tech and nothing worked, So of course Roku said it was HBO Max's problem...so I went to HBO Max support and they suggested all the things you did plus one more. The last thing was "clearing the ROKU cache. They give me detailed instructions on how to do that and the tech waited while I did it. Still the App failed to load. Same thing 3 dots and then black. Then I have to press home to get out of it. So then HBO Max tech asked me to hold on for a minute and when he came back he said that some time in the future but he couldn't say when the problem will be fixed with an update and in the meantime and this is a direct quote" while it's not the ideal solution, some users have found success by a ROKU factory reset" I told them I had a wait and see attitude about the coming changes in MAX anyway, and I wasn't going to Factory Reset my new ROKU ULTRA for one app that wasn't working. And there you have it. Every thing on my Roku works just fine except for HBO Max. And everyday I go on my Roku I check for updates. None for Roku and none for HBO Max recently. I am still on Roku 11 and have not received Roku 12. I appreciate your interest and thanks but it seems impossible to fix at this point without a ROKU factory reset which I have no intention of doing. Too much work to get everything set back up the way I want. 

I advise you contact HBO MAX support as you are using a firestick, and perhaps they'll tell you something different. I do believe it's an app problem but it disappoints me that ROKU passes the buck by telling the customer it's not Roku's fault instead going to bat for their customers with the app makers. 

I'm having this exact issue.

Have tried all the "fixes" on this thread - other than the "guest mode" (which isn't an actual fix) - and nothing worked.

My issue started in April, but I see this has been happening since February.

Is Roku going to *DO* anything about this, or no?