Forum Discussion

RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
4 years ago

HBO Max playback impacting Roku devices

Hi Roku Community users, Please be aware that the HBO Max channel is currently experiencing issues that is impacting Roku devices. We appreciate your patience while we investigate this issue with...
Jojoearich's avatar
Jojoearich
Reel Rookie
4 years ago

I have a client with Roku express device. Model 3930RW. He had issues in May with his HBO Max. We have done every troubleshooting option about 15 times each. None worked and then we're told it was an update on HBO Max side. It worked for a few weeks maybe month and hasn't worked in the past 2 weeks. We have tried updating the Roku software, removing and adding back the channel, restarting device, reset internet connection, checked internet speeds. Everything is fine and all other channels work except this one. Contacted HBO max and was advised this is not an issue on their end and was told to contact Roku. I personally have a roku TV and do not have these issues at all. My client is able to watch on his tablet so it's not an issue with the HBO max and I am wondering if it is a compatibility issue and just isn't supported for the device. We don't want to upgrade if the same issues would happen. 

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

    Jojoearich

    Thanks for the post.

    In order to ensure a clean channel install, please make sure to remove the channel, restart the Roku device, then add the channel back again, specifically in that order.

    Please keep us posted what you find out.


    Thanks,
    Danny

    • Jojoearich's avatar
      Jojoearich
      Reel Rookie
      4 years ago

      I have done that sometimes multiples times in a row. We also removed it completely restarted it and waited a day to reinstall after another restart. I have literally followed all trouble shooting at least 30 to 40 times in the last several weeks and it still isn't working for the device. 

      • Anonymous's avatar
        Anonymous
        4 years ago

        Hi  Jojoearich

        Thanks for keeping in touch!

        Many channels on Roku are maintained by the channel provider themselves. Since the error only occurs on the HBO Max channel, that's an indication that there's likely an issue within that specific channel that needs to be addressed with an update from them. We indeed recommend contacting HBO Max support to report the issue and get help.

        Thank you for your understanding.


        Warm Regards,

        Lianna