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