Forum Discussion

Michael-Alan's avatar
Michael-Alan
Binge Watcher
2 years ago
Solved

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

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 tr...
  • Blahblahblah09's avatar
    Blahblahblah09
    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's avatar
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's avatar
    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's avatar
      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.

      • Michael-Alan's avatar
        Michael-Alan
        Binge Watcher
        2 years ago

        Tazodin,

        Hitting the back button repeatedly did not fix the issue for me.  When I hit the back button on the remote repeatedly, I intermittently got a page with an EXIT button and a CANCEL button.  Neither of these buttons fixed the issue.

        Update:  I tried clicking on the BACK button on the screen (not the remote) and it did prompt me for my "Profile PIN".  I am a little nervous about entering my PIN on channels because the PIN is usually used to make purchases with.  None the less, I entered my PIN and the channel opened up. However, when I exited the Max channel and then tried to open it again, I got the "We were unable to switch profiles" message with the BACK button.  So, while this is not a complete fix, it is a temporary work-around until Roku and Max get the channel fixed..

        Thanks Tazodin for sharing what worked for you.

    • dimlay235's avatar
      dimlay235
      Newbie
      2 years ago

      I’m having the same issue

  • froyomia's avatar
    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's avatar
      callieminnie
      Newbie
      2 years ago

      Same issue exactly here.  Please post a response soon.  

  • alilala's avatar
    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??

  • 1fine848's avatar
    1fine848
    Reel Rookie
    2 years ago

    Model 3941X

    Serial XO1600 CRP KGS

    Software Version 12.5.5 build 4174-CR

    Device ID S07P222RPKGS

    Tracker GS-044-994

     

  • Tazodin's avatar
    Tazodin
    Reel Rookie
    2 years ago

    Same problem here.

    TCL Roku TV

    Model: C156X-Roku TV

    Serial number: X0000VJ8RGE(S086714J8RGE)

    Software Version: 12.5.5 • build 4174-93

    GC version: 10.6.34

    Timestamp: 2024-2-01T13:50:24Z

    Issue ID GE-045-470

    • Tazodin's avatar
      Tazodin
      Reel Rookie
      2 years ago

      When it gave me the message to hit back, I just kept hitting back and eventually I was prompted to put my pin in. I did that and everything came back fine.

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    2 years ago

    Hi Community users,

    Thanks for providing all the information we requested and we're sorry for the inconvenience.

    We understand that you are getting an error message when trying to stream the Max Channel. We're aware of the issue and the appropriate team has been investigating this issue closely. We'll get back to you once we have an update and I'll be sure to let the Community know.

    We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


    Best regards,
    Mary

    • DaveFriedel's avatar
      DaveFriedel
      Channel Surfer
      2 years ago

      Chiming in with the same problem on my Roku Ultra. Hitting the go back button that comes up works sometimes to get past it. 

      • Blahblahblah09's avatar
        Blahblahblah09
        Reel Rookie
        2 years ago

        C’mon Roku gonna make me BAck back back x 50 every time i wanna tune in for a little Curbed action 🤯

    • alilala's avatar
      alilala
      Reel Rookie
      2 years ago

      What is the status of this being fixed??  It's been days!

  • JCotto's avatar
    JCotto
    Reel Rookie
    2 years ago

    Device model - 3900X - Roku Express 

    Serial number - YG0072850083

    Device ID - C33897850083

    OS Version - not found 

    Troubleshooting - I have reset my roku / I have checked to for MAX app updates / I have ununstalled & reinstalled the app

    #MAX #error @Rokusupport

     

     

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, JCotto 

      Warmest of welcomes.

      We acknowledge that you're having the same issue as everyone else here in the Roku Community. Have you tried the troubleshooting steps provided by other users here in this thread? If not, we recommend giving it a try since they have reported that it resolves the issue.

      Please keep us posted on how it works.

      Best wishes,
      Kash

      • Michael-Alan's avatar
        Michael-Alan
        Binge Watcher
        2 years ago

        Roku Takashi

        There is a "WORK-AROUND" and not a full resolution.   By creating a 2nd profile on Max (actually a dummy profile), it will allow you to log onto Max.

        The work-around should not be considered a "resolution" as the issue still remains. 

        Having a dummy account sitting around is a security issue. And, while this will allow single users to log onto Max, it is still something that Roku and Max still need to fix.