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. 

Michael-Alan's avatar
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's avatar
    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's avatar
    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's avatar
      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.

       

      • ICha's avatar
        ICha
        Newbie
        2 years ago

        That actually worked! Thank you