Forum Discussion

Schrader451's avatar
Schrader451
Channel Surfer
6 months ago
Solved

Max app on Roku crashes to the Home Screen when content starts playing

max app on Roku pro series TV crashes back to Home Screen as soon as content starts playing. Contacted max, did everything they said, went through all of the Roku steps right down to factory reset. (Wish I could find reset button on TV) but reset back to factory from software menu. Nothing helps. 
I guess it is a fatal flaw? It was working well for over a month.

app playback
  • RokuMaryEF's avatar
    RokuMaryEF
    5 months ago

    Hey everyone, thanks for reporting the issue with the Max channel when playing content!

    I’ve passed this on to our team for further investigation.

    We’d appreciate it if you could provide a bit more info:

    • Is this happening with specific content?
    • If so, what’s the content title?

    For better visibility and reference, we'll mark this post as solved.

    Thanks again for your help!

    Best,
    The Roku Community Team

36 Replies

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  • filmjewel's avatar
    filmjewel
    Reel Rookie
    5 months ago

    Anyone else having issues with the Max app crashing? It will play a commercial fine and then 10 seconds into the episode starting it crashes. Currently the only way I can watch is if I airplay from my cell… 

    I’ve checked for updates, deleted and reinstalled the app but I’m still running into the issue on all my Roku devices. Any word on an update for the app? 

    • Schrader451's avatar
      Schrader451
      Channel Surfer
      5 months ago

      I posted something that worked for me. Change the advertising options to not targeted ads. I posted last week. Worked for a couple of us but not for another.

      it is frustrating.

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      5 months ago

      Hi filmjewel,

      Thanks for letting us know that your Max channel crashes after playing during streaming. We are here to assist you with this issue.

      Before we proceed, we would like to clarify if the crashes you mentioned during streaming on the Max channel will lead to a return to the Roku Home screen.

      If so, please provide us with the following:

      • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
      • Tracker ID (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)
      • Channel build version (highlight the channel and press the star (*) button of your Roku remote)

      We will wait for your update.

      Cheers,
      The Roku Community Team

      • waresoft2's avatar
        waresoft2
        Channel Surfer
        5 months ago

        Just disable ad personalization. Reboot.  Fixes it. 

  • Jsecor's avatar
    Jsecor
    Newbie
    9 days ago

    Did you ever get to a solution for this? Roku support seems to be useless as evidenced by the same repeated responses here in this thread by the mods. What is the fox to the HBO max app crashing when trying to play content? (None of the other info is needed mod who is looking at this it's a simple question) 

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      6 months ago

      Hi carolmarc10 and waresoft2,

      Our Roku team is already aware of this issue, please provide us with the following:

      • Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
      • Roku device model, serial number, device ID, and OS version.
      • Channel version (highlight the channel and press the star (*) button of your Roku remote)

      Please keep us posted.

      Thanks,
      The Roku Community Team

      • Schrader451's avatar
        Schrader451
        Channel Surfer
        6 months ago

        You want me to do this again? I posted in my original message.

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    6 months ago

    Hi Schrader451,

    Welcome to the Roku Community!

    We noticed in your post that you're having trouble with the Max channel that crashes back to the Roku Home screen. We'd like to investigate the issue further.

    We would like to know the details below:

    • Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
    • Roku device model, serial number, device ID, and OS version.
    • Channel version (highlight the channel and press the star (*) button of your Roku remote)
    • Troubleshooting steps taken

    Please keep us posted. Thanks

    The Roku Community Team!

    • waresoft2's avatar
      waresoft2
      Channel Surfer
      6 months ago

      I have a Roku TV and a Roku Ultra.  The Max app crashes on both whenever trying to watch any movie or show.  The crash happens less than a minute after starting the show.

      I also have 2 Samsung Smart TV'S.   It works fine on them.   All on the same network.

      This problem only started yesterday.

       

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        6 months ago

        Hi waresoft2,

        Welcome to the Roku Community!

        Thanks for letting us know that the Max channel crashes when you watch content. We would like to take a closer look at this issue.

        Please provide us with the following:

        • Do the crashes return you to the Roku Home screen?
        • What troubleshooting steps have you taken?
        • Have you tried playing other channels to see if the issue persists?

        Please keep us posted.


        Thank you!

        The Roku Community Team

    • waresoft2's avatar
      waresoft2
      Channel Surfer
      6 months ago

      Yes the crashes return me to the home screen with no errors.

      I have rebooted my device.  I've tried the remote combination that basically clears caches or something. 

      I've removed the app, rebooted.  Reinstall app.  

      I have not factory reset.  I'm not going to.  It's one misbehaving app.

       

      All other channels/apps work great on ALL of my Roku devices.  Just not the Max app. 

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        6 months ago

        Thanks for your response waresoft2.

        We would like to coordinate this with our Roku team. Please provide us with the details that we have mentioned on this page.

        We look forward to your update.

         

        Cheers,
        The Roku Community Team

    • Schrader451's avatar
      Schrader451
      Channel Surfer
      6 months ago

      Model: M301X - Roku TV

      Serial number: X03100JNS9TD (S124S47NS9TD)

      Software Version: 14.0.4 Build 12225-H1

      GC version: 12.9.26

      Timestamp: 2025-01-16T 15:07:03Z

      ID- TD-022-507

       

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        6 months ago

        Thank you, @Schrader451, for providing your device details precisely.

        We have forwarded it to our Roku appropriate team for review and we'll update you once we have further information about the issue.

        Thank you for your cooperation and patience.

        The Roku Community Team.

  • bex777's avatar
    bex777
    Newbie
    5 months ago

    MAX is kicking me out after I play anything and takes me back to the home page. I have done all of the troubleshooting advised and nothing is helping. Can someone call me??? Also, I spoke with customer support from MAX and it isn’t them. The issue is with Roku. Please assist.

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      5 months ago

      Hi bex777,

      Welcome to the Roku Community!

      Thanks for letting us know about the issue you are experiencing with the Max channel. We would like to coordinate this with our Roku team.

      Please provide us with the information that we have posted on this page so that we can investigate the issue further. Thank you!

      Cheers,
      The Roku Community Team

  • SpilledThoughts's avatar
    SpilledThoughts
    Reel Rookie
    3 months ago

    Is it happening again for you?

    because I go through this about 2 - 3 times a year and I’m over it 

    it started again

    and I’m waiting for the complaints to start pouring in again

    like you, I did EVERYTHING 

    and I know by now, from past experience, it has nothing to do with max, it’s not their app, it’s not their software system etc, it’s Roku. 

    im so sick of this

    i I feel like im wasting money for services that I can’t watch because my tvs won’t play them. 
    tvs plural 

    I have more than one Roku and this happens on both. Not necessarily starting at the same time. One starts first and a few weeks later the other one starts. One will be a lot worse than the other. But I never know which it will be and it’s like never ending

     

    max is the worse, but it happens with Netflix a lot too and Pluto tv all the time. 

    Roku is a mess and it sucks because not only did I spend a lot of money of big Roku tv’s, I encouraged everyone I know to do the same because I sincerely believed it was the best thing ever. And yes, those who did bug Roku because one are also going through this sht. 

    and they go through the disconnection from WiFi for no reason thing

     

    i had a Samsung tv for years 

    never ever ever ever had these issues at all

     

    Wtf Roku???