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 website.
I tried to enter the user name and password. After I did this, the MAX channel exited. Now, I can no longer launch the MAX channel. It starts, then exits.
I followed the usual steps of removing and re-adding the channel, but it keeps whatever user settings are now causing it to immediately exit after launching. So, I am now permanently locked out of the channel.
I find it extremely frustrating that Roku does not give users the ability (when hitting "*" on a channel) to "reset" the channel to a clean state (as if the channel was never added), wiping all user data. This would likely avoid and/or help troubleshooting.
- Roku device model, serial number, device ID, and software OS/version
Device Model: 4660X - Roku Ultra
Serial Number: YJ00A4777475
Device ID: CK386A777475
Software OS/Version: 12.0.0 Build 4184-46
GC Version: 9.2.113
- Does this issue occur on a specific channel? If so, what channel and what version/build is the channel
Yes, this issue occurs on "HBO MAX", now called "MAX"
- 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)
75-205-246 (Timestamp: 2023-05-23T12:46:21Z)
- Steps to reproduce the issue you are seeing
Launched HBO MAX, changed to MAX, prompted for different ways to log in. Tried through provider (Spectrum). Went to the website listed, entered the code, followed the prompts, linked HBO MAX account, but screen on Roku did not update and stayed at the screen giving the code. Tried option to enter user name and password. After doing this, the MAX channel/app closed. I was unable to re-launch. The MAX app exits immediately after launch. I tried the usual steps of update, remove app, update, restart, add app, update, restart, update, launch app, but it still closes immediately after launch. I am now permanently locked out of the app.
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:
- Check for a system update through Settings > System > Software update
- 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,
DannyHi 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:
- Check for a system update through Settings > System > Software update.
- Restart your Roku device through Settings > System > Power > System restart.
Keep us posted on what you find out!
Warm regards,
Chel
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:
- Check for a system update through Settings > System > Software update.
- Restart your Roku device through Settings > System > Power > System restart.
Keep us posted on what you find out!
Warm regards,
Chel
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
