Forum Discussion

Psilobite's avatar
Psilobite
Roku Guru
3 years ago
Solved

HBO Max channel authentication issues since channel update

The transition from HBO MAX to MAX did not work for me. I tried to connect through provider. I went through the steps, but the app never moved past the screen that gave the number to enter on the w...
  • RokuDanny-R's avatar
    RokuDanny-R
    2 years ago

    Hi Community users,

    Thanks for the posts regarding the issue you are experiencing with the new Max channel.

    Please be aware that we believe the issue of being unable to authenticate and channel crashing has been resolved for the majority of customers.

    For customers who are stuck on the Max channel splash screen, please see this Community post: Max channel stuck on splash screen

    If you are still experiencing an issue with channel authentication or crashing on the Max channel, we would recommend trying again at a later time as well as taking the following troubleshooting steps:

    1. Check for a system update through Settings > System > Software update
    2. Restart your Roku device through Settings > System > Power > System restart

    If you are still experiencing an issue with authentication and channel crashing on Max channel, we would be more than happy to investigate further, but we will need further details. Can you please provide us 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

    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 working with you to help resolve this issue.


    Thanks,
    Danny

  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi Cathmcgui,

    Welcome to the Roku Community.

    We understand that you are still having trouble with a playback issue on the Max channel.

    We would recommend trying again at a later time as well as taking the following troubleshooting steps:

    1. Check for a system update through Settings > System > Software update.
    2. Restart your Roku device through Settings > System > Power > System restart.

    Keep us posted on what you find out!

    Warm regards,

    Chel

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi Community users, 

    Thanks for posting in the Roku Community regarding the issue you are experiencing.

    We understand that you may be having trouble with a playback issue on the Max channel.

    We would recommend trying again at a later time as well as taking the following troubleshooting steps:

    1. Check for a system update through Settings > System > Software update.
    2. Restart your Roku device through Settings > System > Power > System restart.

    Keep us posted on what you find out!

    Warm regards,

    Chel

  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hi! genx, Blizzardly,

    Thanks for your post.

    If a specific channel is not working correctly, the service provider may need to investigate an issue within the channel itself. Each channel provider manages content directly. If you observe a problem with any particular movie or TV show on a specific streaming channel, you must contact the channel provider to report this issue and request more help.

    Please feel free to let us know if you need any additional assistance!

    Thanks,
    Arjiemar

Serra's avatar
Serra
Streaming Star
3 years ago

Update: I deleted the app and reinstalled it. It then gave me an HDMI warning, but that cleared, and I was able to log in. Once I logged in, it crashed. Each attempt to get in gives me the same crash.

kayaker2001's avatar
kayaker2001
Reel Rookie
3 years ago

Same.   My HBO subscription is through AT&T Wireless. I wonder if that has something to do with the problem. I can connect on my phone through the new iPhone app just fine, though. So it definitely seems to be an issue with the Roku app or its authentication process. 

  • jnmaine's avatar
    jnmaine
    Reel Rookie
    3 years ago

    And it just started working  I think so something changed.  Hopefully, will continue

    • Serra's avatar
      Serra
      Streaming Star
      3 years ago

      Confirmed: Started working now. Seems they fixed it.

    • atc98092's avatar
      atc98092
      Community Streaming Expert
      3 years ago

      I just tried it on my Premiere. I was surprised they didn't carry over the user credentials from the old version of the channel. But I was able to enter the 6 digit code on their provider web page, and use my AT&T credentials to activate the channel. It loaded with my previous user profiles (so the account did retain them). I'll try it on my Ultra later today, but it appears to be working correctly. 

      • Anonymous's avatar
        Anonymous
        3 years ago

        atc98092 How do you like the 1080p60 content? Seems that's all the AT&T users get now. HBOmax went downhill selling off content, but this is even worse. 

        UPDATE: When I commented, I saw that my subscription type was ad-free. The description of with-ads and ad-free is 1080p only. A third tier, premium ad-free, gives you 4K, DV, and atmos. When I played content I knew was 4K HDR, I did not get HDR (of course, the Roku will upscale anything to 4K, but I saw no descriptions claiming anything to be 4K, either.)

        Now besides year and rating, I do see 4K, DV, AD. I do get HDR now. But it does show subscription type is ad-free. I hope that changes. I hope they stream 24p again, too.

        Short version: Sorry, never mind, too soon.

        2nd EDIT: In the time it took me to type that, 24p streams are back, too.

    • Laselllynn's avatar
      Laselllynn
      Streaming Star
      3 years ago

      I still can’t get to the streaming area. It lets me sign in but keeps taking me back to the main screen over and over even though I’m signed in. Works fine on the app on my phone. 

      • brutus9246's avatar
        brutus9246
        Channel Surfer
        3 years ago

        Is it coming up with the new MAX logo after you log in?

  • zeoranger7's avatar
    zeoranger7
    Newbie
    2 years ago

    I also log in via AT&T and I am just getting an endless loop telling me to connect my provider. When I try to log in via the app I just get an error message as well. 
    I did get an email from Max telling me all my credentials were transferred, though. 
    Tried chatting with Max support but had to give up after waiting an hour. 

    • Laselllynn's avatar
      Laselllynn
      Streaming Star
      2 years ago

      Same here. I was able to get in on the app on my 1 Apple TV & phone but not Roku (everything is up to date). I have Roku on all my 5 tv and need to access it. And I couldn’t get in on my actual smart tv app either. Very frustrating!  I did figure out a work around but it’s annoying. You can cast it from the phone app to your tv as long as you pull up the app on your tv. I tried chat support as well and that was a let down. 

      • MrCorgi's avatar
        MrCorgi
        Reel Rookie
        2 years ago

        On Roku home screen put box on HBOMAX but dont select.  Hit * on remote.  Select "Check for updates". It will update to MAX 

        You will need to do this this for each tv.