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Jmurph15's avatar
Jmurph15
Newbie
7 months ago
Solved

Max app crashing when going to commercial

My Max app keeps crashing and returning to the home screen when it gets to a commercial.  The app on my phone doesn't do it, only on my Roku.  I tried uninstalling and reinstalling, but it doesn't work

app playback
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    7 months ago

    Hi Community Users!

    Thank you for bringing this issue to our attention!

    UPDATE 12/12: We’re happy to inform you that it has been resolved for most users.

    To ensure everything is up to date, please check for any available app updates by following these steps:

    1. Press Home on your Roku remote.
    2. Use the directional pad to select the channel or app that isn’t loading, and press Star to open the Settings menu.
    3. Select Check for Updates.
    4. Once the app or channel has finished updating, try opening it again.

    We’ll now close this thread and mark it as resolved.

    If the issue persists after updating, please feel free to create a new thread, and we’ll be happy to assist you further.

    Thank you for your continued participation in the Roku Community!

    Happy Streaming! 💜


    The Roku Community Team

23 Replies

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  • bassoon821's avatar
    bassoon821
    Newbie
    7 months ago

    This does not work. It also only seems to happen only when the in-app ad started playing. The video plays just fine when no ad loaded. 

  • -___-'s avatar
    -___-
    Newbie
    7 months ago

    Having the same issue. Starts to play the Dune ad then crashes back to Home. I have done everything including a factory reset. Not sure what else I can do. 

    • -___-'s avatar
      -___-
      Newbie
      7 months ago

      I called Max and they are aware of the issue. They gave me 7 days of ad-free so I can watch in the meantime. Call (855) 442-6629.

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        7 months ago

        Hi Community Users!

        Thanks for flagging this issue directly to us. We are aware that you're experiencing an issue with Max that's crashing after going to the commercial, and we'd like to dig deeper into this. 

        To help us in the investigation, please provide the requested information below.

        • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
        • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
        • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

        We are eager to get this sorted out quickly, and your cooperation is all we need. Please get back to us. 

        Thanks,
        The Roku Community Team

  • krizzle19's avatar
    krizzle19
    Newbie
    7 months ago

    I am having this same issue, but I can't uninstall because I signed up through roku, so unless I cancel my subscription and wait until the time runs out, I'm stuck..... 

  • Soniku's avatar
    Soniku
    Newbie
    7 months ago

    I'm having the same issue. And since an ad is the first thing I see, it immediately crashes on attempting to watch anything. 
    Tried uninstalling/re-installing, powering the device on and off again. All the usual stuff. 
    Any help, Roku team?

    • HisSvt2's avatar
      HisSvt2
      Roku Guru
      7 months ago

      You have to contact MAX support and complain it's the only way we will get anywhere

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        7 months ago

        Removal of channels with subscriptions obtained THROUGH ROKU

        For immediate channel removal you can use the official Roku remote app on an Android/iOS phone/tablet. This will only remove the channel from your Roku; it will NOT cancel the paid subscription.
        • At the bottom of the first screen in the app, click "Devices", and if necessary connect to one of your Roku devices.
        • In the connected device section, click "Apps on Roku".
        • Click AND HOLD the channel you wish to remove (a quick click will bring up the remote controls instead).
        • Click on "Remove" and confirm.
        I've never tried to remove a subscribed-thru-Roku channel via the remote app (I haven't had one for years) but many confirm this works for them even while the subscription is still active.

  • RokinAround's avatar
    RokinAround
    Newbie
    7 months ago

    It's always the Dune Prophecy series ad before the show we want to watch (Carnivale) that crashes Max.  So far we can get any other show to play but Carnivale will get us the Dune ad and crash more than 90% of the time.  It's been happening for last day or two.

  • Emapson's avatar
    Emapson
    Newbie
    7 months ago

    Same here, just started today (seemingly like the other posters here).