The issue is: After opening the Max Channel on Roku the error occurs, it never gets to the screen where user profiles are and returns an error message, "We were unable to switch profiles. Please try again. Something went wrong. Let's try again!" There is also a GO BACK button but clicking on it does nothing and hitting the remote's back button does nothing. I must press the Roku's HOME button on the remote to exit the Max channel.

Ok i saw this in an earlier post i believe… Hit the back button until it prompts for your pin Once into the app create a second profile and you will not see that error again. at least worked for me.

Max channel getting an error message, "We were unable to switch profiles. Please try again. Some

Lisar670
Channel Surfer
2 years ago
I'm getting the same thing for a week now. Since 12.5.5 update, Roku is basically useless. Max doesn't open, Hulu and Prime constantly log out while watching. Roku please provide fix.
Model: 3810X - Roku Streaming Stick+
Serial number: YHOOHL579736 (21315H579736)
Software version: 12.5.5 • build 4174-50
GC version: 10.6.34
Timestamp: 2024-02-01T11:40:34Z
issue ID 36-045-340
- alilala
  Reel Rookie
  2 years ago
  I also, in addition to not being able to access MAX, was kicked out of Amazon Prime last night and had to get back in to app and program I was watching and fast forward to where I was in program. This is all very strange.
froyomia
Reel Rookie
2 years ago
the exact same thing happened to me, well is happening to me, i didn’t even think that it was rokus fault
Michael-Alan
Binge Watcher
2 years ago
Hello All,
I think we should give Max a phone call and place a trouble ticket with them. It does not look like our issue with the Max Channel is being given top priority by Roku. Perhaps Max can get on Roku to fix it.
-- Below is information from tomsguide.com:
How to get HBO Max customer service on the phone
The phone number for HBO Max customer service is (855) 942-6669. This isn't actually listed anywhere on HBO Max's website. However, that number is listed on Xfinity's, and I was able to confirm it by calling it myself.
Looking for technical support, all I had to do was dial that number and press "2" when I hit the first set of branching options in the phone tree.
- DaveFriedel
  Channel Surfer
  2 years ago
  The problem is still not fixed after the Roku and Max updates that came through. It still throws the error message and hitting "Go Back" continuously will bring you to the PIN number screen. It may be time to contact MAX to figure it out if Roku cannot fix it on their end.
  So I agree with this post. At this point, Max has been effectively broken for more than 5 days and Roku's fix did not work sadly.
- alilala
  Reel Rookie
  2 years ago
  Ok, I will call HBO again. They’re the first place I called before realizing the problem is on Roku’s end. It’s surprising that this still hasn’t been fixed.
  - DaveFriedel
    Channel Surfer
    2 years ago
    MAX provided the following workaround:
    - Shut off Max on the Roku
    - Create a new profile using the web version on your computer so you end up with 2 profiles.
    - Restart Max on the Roku. Pick your original profile.
    The problem is associated with just having one profile. You never have to use the new one, it just needs to exist. It's a known problem but there was no fix available.
Janelleraye
Newbie
2 years ago
I found a response below, stating to hit the "go back" option again and again until you were prompted to enter your account pin. This worked for me!
birdsami
Newbie
2 years ago
model #3810X serial# YH000D752541 devise ID 215030752541 software 8C:49:62:64:2C:87
MAX * 56.0 build 2
tracker ID 41-075-754
I removed MAX then reloaded wasn't even able to get to sign in page just the same error message
- Blahblahblah09
  Reel Rookie
  2 years ago
  Ok i saw this in an earlier post i believe… Hit the back button until it prompts for your pin Once into the app create a second profile and you will not see that error again. at least worked for me.
RokuMary-F
Community Moderator
2 years ago
Hi Community users,

Thank you for reporting this issue to the Roku Community!

We are sorry to hear that the Max channel isn't working for you. We would be happy to look further into this issue but we will need more details. Can you please provide us with 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 or build is the channel (this can be found by 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 five times, followed by the Back button five times, and provide us with this ID)

What troubleshooting steps have you taken so far to try to resolve the issue?

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Best regards,
Mary
- Michael-Alan
  Binge Watcher
  2 years ago
  Roku Ultra 4K
  Model: 4800X
  Serial: S02C21540PXF
  In my opinion, this is an issue with the Max channel and Roku because the Max channel on my Smart Vizio TV (a non-Roku device) is working.
  However, on the two Roku Ultra 4K devices that I possess the Max channel is not working.
  I do not believe that the issue is on my end with the Roku devices. I believe it has something to do on the end of Roku's administration and offices.
  As of today, Feb 1, 2024 the issue still exists and two days have now passed that I have been without access to the Max channel on my Roku devices.
  When can I expect to see this issue fixed?
  - Tazodin
    Reel Rookie
    2 years ago
    Try keep hitting the back button and eventually the PIN prompt will come up and the once you enter your PIN everything will come back. Although I had to do it again today so there’s still a problem.
    
    But that’s what works for me just to get in there, but it still needs to be fixed.
- froyomia
  Reel Rookie
  2 years ago
  The device model is Hisense 43R6+, the serial number is X00100W5FXKX, the device ID is S06NG1D5FXKX, and the software version is 12.5.5 build 4174-94.
  The tracker ID is KX-044-682
  And I’ve tried downloading and redownloading Max, updating it, but nothing is working.
  - callieminnie
    Newbie
    2 years ago
    Same issue exactly here. Please post a response soon.
- alilala
  Reel Rookie
  2 years ago
  This has been happening to me and I haven't been able to access ANY MAX programming for days now.
  Sharp Model: LC-40LB601U / Serial# YK000C113981 / Device ID: KPT8A0113981 / Software OS/version: 12.5.5 built 4174-69.
  This is ONLY occurring with MAX app!
  I have tried getting the "Tracker ID" when error happens but have been unable to get one.
  I have worked with my service provider, who re-set my router, I restarted my tv many times, cleared caches, unplugged/plugged tv, un-installed and re-installed app twice. Nothing works. All my other apps work!!
  I'm paying for an app and programming that this tv now has not allowed me to access for days! Why is this happening all of a sudden and WHEN and how will this be fixed??