Forum Discussion

Hollidaro182's avatar
Hollidaro182
Newbie
4 years ago
Solved

HBO Max: An unknown error has occurred. Please contact TV provider

My HBO max channel isn't working on my TCL Roku tv. Keeps giving me the error message that "an unknown error has occurred. Please contact tv provider." I've restarted my tv multiple times and checked my network, no issues. All of my other channels are working fine.

app playback
HBO MAX Troubleshooting
  • RokuDanny-R's avatar
    RokuDanny-R
    4 years ago

    Hi everyone,

    Thanks for the posts.

    We believe this issue has been resolved. If you are still seeing this issue, please feel free to provide us with more information about what you are experiencing and we can investigate further.


    Thanks,
    Danny

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

    Hi everyone,

    Thanks for the posts.

    If you're only experiencing the issue on HBO Max while other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developer themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.

    You can contact HBO Max Support here: https://help.hbomax.com/

    Thank you for your understanding.

    All the best,
    Kariza

  • impalamantx's avatar
    impalamantx
    Newbie
    4 years ago

    We were watching the channel all afternoon.  We moved to our bedroom and went to watch in there and we have been getting a "An unknown problem occurred.  Please contact your TV provider" message on all devices now.

    Anyone know why?  I have restarted all devices.  THis is a subscription channel, so it won't uninstall.  To uninstall, I have to cancel the subscription first, which may be happening regardless, but I'd like to see if I can resolve the issue.

    • nacord's avatar
      nacord
      Newbie
      4 years ago

      I should also add that I have tried all of the solutions I could find, including restarting the Roku TV, removing and re-adding the channel, checking for software updates, etc.

      • SugarDarling's avatar
        SugarDarling
        Channel Surfer
        4 years ago

        How were you able to uninstall the channel?? That option is missing with the APP I have installed on my Roku 

    • nacord's avatar
      nacord
      Newbie
      4 years ago

      I'm having the same issue. I only have one Roku device, my Roku TV.

    • Jdens's avatar
      Jdens
      Newbie
      4 years ago

      Same here in northern KY. All tv’s that I use a Roku is giving me the same error message. The app is working on my iPhone, but I’m not trying to watch tv on my phone; which means it’s a roku problem and not with HBO MAX itself. 

  • asc85's avatar
    asc85
    Newbie
    4 years ago

    Having the exact same issue as you.  My wife's theory is that tonight at 10PM EDT is the finale for Mare of Easttown, and maybe there are too many people trying to sign on?

  • Jonathan3's avatar
    Jonathan3
    Newbie
    4 years ago

    Same issue here. Its very annoying. I did all of the same things as you to get it working. To no avail.

    • adale's avatar
      adale
      Newbie
      4 years ago

      Same problem here.  Been waiting all day for Mare of Easttown.

  • NatM's avatar
    NatM
    Reel Rookie
    4 years ago

    My hbomax will load but when I attempt to play anything, I receive an error message that I need to contact my TV provider

    • beth2's avatar
      beth2
      Binge Watcher
      4 years ago

      Same problem here... also cannot even delete the channel and add it back... there is no option to delete it any more (but there is with other channels). Can't open on any Roku device but I can operate it on my PC. What's the problem!!

      • Kivi107's avatar
        Kivi107
        Newbie
        4 years ago

        Got the same message when trying to watch the final episode of Mare of Easttown. 

    • am2tal101's avatar
      am2tal101
      Newbie
      4 years ago

      me too and there is literally not way to contact roku.  very frustrating.  I dont want to pay for hbomax if I cant watch it!!  it works on a firestick but not my roku

  • GBaez's avatar
    GBaez
    Newbie
    4 years ago

    I am having the same exact issue! I wonder if the other guy has a point. Viewer overload?

  • TheWriter's avatar
    TheWriter
    Reel Rookie
    4 years ago

    It’s happening to to us here as well! I thought it had to do with not verifying my email, but did that and it still shows the same error! Although, it works just fine on my iPhone! Total BS! And the fact that you can’t actually CALL someone at ROKU to get an answer, snd the fact that the question choices are irrelevant, don’t make this any better!

    • copyleft's avatar
      copyleft
      Streaming Star
      4 years ago

      So you pay for 2 subs? Or you pay hbomax.com and enter your password on roku.

      I’m a rokutv customer and get my subscription right from roku.

      nice to know its just roku.

  • Swms's avatar
    Swms
    Newbie
    4 years ago

    I downloaded HBOMAX app on phone and screen mirrored! Worked perfectly. If you have devices that will allow screen mirroring, try it. Hope this helps until it’s working again.

    • copyleft's avatar
      copyleft
      Streaming Star
      4 years ago

      I paid through roku so i dont have credentials for logging onto hbomax direct...i know what I’m doing nexttime

  • Randik1's avatar
    Randik1
    Newbie
    4 years ago

    Well same problem as everyone tonight  No HBO. I did everything also..Reset etc.

    Hopefully it will be fixed soon. Watched  Mare of Easttown on my laptop instead.

  • Holsterbsb's avatar
    Holsterbsb
    Reel Rookie
    4 years ago

    Same here. Just subscribed to that app this week and I've had one problem after another with it.